Escalate a Connect Support conversation

If an escalation path is defined for a Connect Support conversation, you can use a shortcut to escalate a Connect Support conversation to a different queue.

Before you begin

Define an escalation path for the queue, using the Escalate to field on the Chat Queue [chat_queue] table. For more information, see Administer Connect Support queues.

Role required: none

Procedure

  1. Open a Connect Support conversation.
  2. At the bottom of the conversation, click the menu icon (Menu icon) to open the Connect actions menu.
  3. In the Connect actions menu, select Escalate.
    A confirmation dialog box appears.
  4. In the dialog box, click Escalate.
    The system automatically removes you from the conversation and the conversation enters the escalated queue.