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Escalation is a step type inside Skills: add an Escalate step where a playbook should hand off, and describe the trigger clearly in the skill’s “when to use” section. The agent escalates when users ask for a human or when a skill’s steps say to.

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When escalation fires

When escalation fires, Chatropic can also post to Slack if you configured Slack escalation notifications.

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Configure handoff

1

Add an Escalate step to a skill

Under Agent settings > Skills, create or edit a skill and add an Escalate step with your handoff message where the playbook should hand off.
2

Tune automatic triggers (optional)

Use Help desk settings for keyword rules and LLM frustration detection, and Security settings for frustration keywords under guardrails.
3

Set channel handoff (optional)

In Actions > Integrations, set the WhatsApp handoff link for live-agent takeover.
4

Monitor Inbox

Review escalated threads in Inbox.

Human handoff

Channel-specific patterns.

Integrations

WhatsApp and Slack setup.