Escalation framework
/ Tier urgency on Humaner Cloud: live takeover, priority async, standard async, and self-resolving paths.
Why tier escalation
High-volume support breaks when every issue gets the same SLA. Humaner routes by urgency mode: live takeover for stranded customers and safety issues, priority async for billing and key accounts, standard async for policy questions, and self-resolving paths when the gap is knowledge — not people.
Desk / Escalation
Escalation modes
Live takeover
Priority async
Standard async
Self-resolving
Default assignee: Alex M.
Escalation modes
| Mode | Typical trigger | Target SLA | Human action |
|---|---|---|---|
| Live | Safety, payment failure, stranded traveller | Under 5 minutes | Real-time chat takeover |
| Priority async | High-value account, billing dispute | Under 2 hours | Async reply with full context |
| Standard async | Policy or feature clarification | Under 24 hours | Async reply or approved template |
| Self-resolving | Knowledge gap, not people-worthy | No human queue | KB or runbook update for the next visitor |
B2C volume vs B2B accounts
Organizations can run B2C widget traffic, B2B account support, or both. Escalation policies attach per mode so widget visitors and named accounts do not share the same SLA by accident.
- B2C: live modes for transactional widget traffic.
- B2B: priority async for account owners and CSM follow-up.
- Hybrid: separate policies per channel without duplicating agents.
- 1
Open Escalation
https://app.humaner.io/dashboard/desk/escalation or per-agent under Agents → Escalation.
- 2
Enable modes
Toggle Live, Priority async, Standard async, and Self-resolving per your operating model.
- 3
Set default assignees
Route new tickets to the right teammate or queue on creation.