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Escalate to on-call starts a handover rule you already built in Automations. Use it when the customer needs a person now and you want Botcadence to try people in a set order. For a direct handoff to a person, use Transfer.

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Prerequisites

  • At least one escalation rule in Automations
  • Permission to edit the workflow

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Enable

1

Open Tools

Open the workflow, select an Agent, Supervisor, or Task, then open Tools.
2

Turn it on

Under Support, enable Escalate to on-call.
3

Pick the rule

In the configure dialog, select the escalation. If the list is empty, create an escalation in Automations, then return here.
Trigger a test that matches the rule. The on-call sequence starts.
Connecting Slack or email on Integrations is not enough. The tool must be on, and the selected rule must be complete.