Escalation Keywords
When a customer message matches an escalation keyword, Kazenly can route the conversation from the bot to a human agent. Manage keywords globally and tune behaviour inside each bot flow.
Global Escalation (Always On)
Settings → Escalation (under Agent tools)
You will see Global Escalation System with status Cannot be disabled (MVP).
Global escalation cannot be turned off in this release. Individual flows can customize timeout and message behaviour, but escalation itself stays enabled.
The same strip appears at the top of Settings → Bot Flows and on Automations → WhatsApp.
Escalation Keywords List
Page title: Escalation Keywords
Subtitle: Manage keywords that trigger automatic escalation
| Action | Control |
|---|---|
| Add a keyword | Add Keyword |
| Search | Search keywords… |
| Filter by type | Category dropdown (All Categories) |
| Reset filters | Clear Filters |
Each keyword has a weight, category, and active flag. Edit or delete from the table rows.
Default keywords are listed in the global escalation panel — customize the list for your business vocabulary (for example “agent”, “human”, “complaint”).
Per-Flow Escalation Settings
When editing a bot flow (Create Flow / flow editor), expand Escalation Settings:
- Keyword-based escalation (uses global keywords)
- Timeout Escalation — escalate if the customer waits too long
- Escalation Message — what the bot sends when escalating
The editor may show Escalation rules configured when settings are present.
What Happens on Escalation
Escalation typically:
- Stops the active bot flow for that thread
- Queues or assigns a human agent (depending on availability)
- May send the configured escalation message to the customer
Agents see the thread in Inbox / Dashboard and can Take Over if still bot-handled — see Take Over, Assign, Return to Bot.
Related Articles
- Bot Flows (10.1)
- Queued (4.2)
- Your Availability (2.4)