Escalation

Escalation is how tickets get flagged for human review when AI can't or shouldn't handle them autonomously.

What is Escalation?

Escalation marks a ticket as needing human attention. The ticket:

• Gets flagged with "Escalated" status
• Appears in the Escalated filter
• Triggers notifications (if configured)
• Pauses AI autonomous actions

When Tickets Get Escalated

Automatic Escalation

Keva automatically escalates when:

• Low confidence - AI isn't sure of the right response
• Complex issues - Multiple problems in one ticket
• Sensitive topics - Complaints, legal mentions, threats
• Customer request - Customer asks to speak to a human
• Failed actions - Platform action failed multiple times
• Trust controls - Action requires human approval

Manual Escalation

Team members can escalate manually:

1. Open the ticket
2. In the Status dropdown, select Escalated
3. Ticket is flagged

Handling Escalated Tickets

Review the Ticket

1. Go to Tickets → Escalated filter
2. Open the escalated ticket
3. Review the conversation
4. Check the Why Panel for AI reasoning

Take Action

Options for escalated tickets:

• Reply - Send a human response
• Set status to Open - If AI can handle it after all (see De-escalation below)
• Assign - Route to a specialist
• Add Note - Document for team
• Solve/Close - If no response needed

De-escalation

To return a ticket to normal flow:

1. In the Status dropdown, select Open
2. Ticket returns to normal work

Escalation Rules

The current Settings page has no separate Escalation or Notifications tab. The the Copilot tab contains the available autonomy and action-limit controls; the triggers below describe escalation signals rather than a separate settings screen.

Keyword Triggers

Escalate when messages contain:

• "speak to manager"
• "cancel my account"
• "lawsuit"
• Custom keywords

Customer Triggers

Escalate based on customer:

• VIP customers
• High lifetime value
• Previous complaints

Ticket Triggers

Escalate based on ticket:

• Over X hours old
• More than X replies
• Specific categories

Notifications

Team alerts are not available yet. Keva does not send alerts to Slack or Teams from this screen. Check Approvals and Tickets in Keva for anything that needs you.

Escalation Queue

The escalated tickets view shows:

• Ticket subject and preview
• Customer name
• Time since escalation
• Escalation reason
• Assigned agent (if any)

Prioritization

Escalated tickets are sorted by:

1. VIP customers first
2. Oldest escalation first
3. Highest priority first

Metrics

Track escalation metrics in Analytics:

• Escalation rate - % of tickets escalated
• Time to handle - Avg time to resolve escalated tickets
• Escalation reasons - Breakdown by cause
• Resolution rate - % resolved after escalation

Best Practices

For Escalated Tickets

1. Review AI's reasoning first
2. Acknowledge the customer's frustration
3. Take ownership of the issue
4. Provide a clear path forward
5. Follow up if needed

Reducing Escalations

• Improve knowledge base content
• Add more canned responses
• Train AI with examples
• Adjust confidence thresholds