Creating Escalation Workflows

Escalation Workflows run when the AI Agent determines that a conversation needs to be escalated. Use them to gather additional context, notify a team, route the customer to a human agent, or display a callback number — before or instead of a live transfer.

The Escalation Workflows page lists all Escalation Workflows in the current department. The page header shows the total number of workflows created out of the maximum allowed (for example, 2 / 50 workflows). Each workflow displays the following details:

• Name — The name of the workflow.

• Status — The current state of the workflow: Draft (not yet published) or Published (active and available to assign).

• Nodes — The total number of nodes in the workflow.

• Connected AI Agents — The AI Agents the workflow is currently assigned to. Displays None if the workflow has not been assigned.

• Actions — Click the Edit icon to open the workflow in the builder, or the Delete icon to permanently delete the workflow. If the workflow is associated with any AI Agent, you cannot delete it.

To find a specific workflow, use the Search workflows field at the top of the list.

To create an escalation workflow:

1. In Agentic Studio, go to Workflows and select Escalation.
2. Click + New Workflow.
3. In the New Pre-Chat Workflow modal, provide a name for the workflow. 
4. The canvas already has a Start node. Click the Start node to provide a description, set default messages , and set the value of the maximum times the workflow can run. For more information, see Start Node.
5. Drag blocks from the Block Picker onto the canvas and connect them to build the flow. The following blocks are available:
   • Display: Statement
   • Input: Question, Date, Time, Number, Email, Phone
   • Logic: Condition, API, Jump, Wait, Set Variable, Query Filter
   • Action: Send to AI Agent
   • Connector Actions: Chat Transfer, Send Email, Trigger Call
6. Click each block on the canvas to open the Block Editor and configure its fields.
7. To connect blocks, drag and drop from one output handle to the other of the block you wish to connect to. Hover over the path and click the Delete  icon to cancel the connection between two blocks.
8. You can also configure nodes to handle error scenarios. For more information, see Handling Error Scenarios.
9. Click Save Draft to save your progress, or click Publish to make the workflow active.
10. Before publishing, the system runs a series of publish checks. Escalation Workflows have one additional requirement — every ending branch must terminate on an action or statement node (Statement, Chat Transfer, Send to AI Agent, Send Email, or Trigger Call). A branch that ends on an input node will block publication because there is nothing to do with the answer collected. See Publishing a Workflow for the full list of checks.
11. Once published, assign the workflow to an AI Agent from the Escalation section in Personalize and Publish.  A single Escalation Workflow can be connected to multiple AI Agents.

Connector Actions (Chat Transfer, Send Email, Trigger Call) are available exclusively in Escalation Workflows. They require a connector to be configured at the tenant level before they will work. Please reach out to the eGain Support team to set up your connectors.