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What you get

When escalation fires (keyword rule, frustration guardrail, LLM frustration detection, or escalate action), Chatropic posts to your Slack channel with:
  • Visitor and channel (web, embed, mobile, playground)
  • Escalation reason and trigger
  • Latest customer message and recent transcript
  • Link to Inbox for the conversation

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Prerequisites

  • Permission to create an Incoming Webhook in your Slack workspace
  • Agent receiving traffic (Playground, embed, or mobile SDK)

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Connect Slack

1

Create an Incoming Webhook

In Slack, open Incoming Webhooks and click Add to Slack. Pick a channel (for example #support-escalations) and copy the webhook URL that Slack generates.
2

Open Integrations

In the dashboard, go to Actions > Integrations and open the Slack panel.
3

Save and enable

Paste the webhook URL and an optional channel label, click Save, then turn on Enable alerts.
4

Send a test

After saving the webhook URL, click Send test notification to verify delivery in Slack. You do not need to enable alerts first.
5

Verify end-to-end

In Playground, send a message matching an escalation keyword or frustration phrase. Confirm the Slack alert and Escalated badge in Inbox.

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Troubleshooting

Guardrails

Frustration keyword escalation.

Human handoff

All escalation triggers.