Escalation
Converge Team
Transferring a support issue to a higher-level agent or manager
Understanding Escalation
Escalation is a key concept in customer support. Understanding this term helps teams communicate effectively and implement best practices.
In modern customer support, escalation plays an important role in how businesses interact with customers across channels like WhatsApp, Telegram, and Messenger.
Related Terms
How Converge Helps
Converge provides tools for effective escalation in your support operations.
- ✓ Unified inbox for all channels
- ✓ Team collaboration features
- ✓ $49/month flat pricing