Escalations
Calm upset customers, apply the escalation policy, and hand off cleanly.
Escalations: a DiAgent AI employee that works inside your own tools. Set up in minutes, nothing to install.
Escalations: what it does
A specialist agent for tense, high-stakes support conversations. It de-escalates with empathy, acknowledges what went wrong, summarizes the case history, applies your escalation tiers and SLA, and drafts careful replies for sensitive cases. When an issue needs a human, it routes it to the right owner with a complete handoff summary — and it never commits to anything outside policy.
Tasks it can carry out
- Open a support ticket
- Notify a team channel
- Post a message
Example questions
- A customer is furious about a delayed order — how should I respond?
- This complaint mentions a lawyer. What do I do?
- Draft a handoff summary for an unresolved billing dispute.
You set it up afterwards; everything can be changed.
Similar employees
- Frontline Support — Answer common questions, guide customers step by step and open tickets when needed.
- Knowledge Base — Draft and maintain help articles, FAQs and canned replies from resolved tickets and product changes.
- Technical Support — Diagnose errors, interpret logs and write clean bug reports for engineering.
- Billing & Subscriptions — Clear answers on invoices, plans, and payments — refunds routed to a human.