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Human Escalation

Common questions about human escalation, where an agent hands a call or chat to a person on your team. The first part is for the Organisation Admins who set it up. The second part is for the people who take escalated contacts in the workspace app.

Setting Up Human Escalation​

Do Agents Need Human Escalation to Work?​

No. Human escalation is off in a new environment, and agents work on their own until an Organisation Admin turns it on. See Human Escalation.

What Does Human Escalation Need?​

The Organisation Admin role, Twilio connected for the environment, a Twilio API key, and a TaskRouter workspace and workflow in your Twilio account. TaskRouter is Twilio's tool for routing each piece of work to a person who is free to take it. People to take the work then sign in to the workspace app. See Before You Start.

I Turned On Human Escalation but Nothing Reaches My Team​

Turning it on does not send any calls to people by itself. Work only reaches your team once the Twilio resources are entered, the webhook URLs are pushed and routing is set up. See Setting It Up for the order to work through.

What Do Finish Human Escalation and Point Twilio Back at Us Mean?​

They are stages of the human escalation step in the Getting started checklist. Finish Human Escalation waits on a working Twilio connection, and Point Twilio Back at Us means the webhook addresses Twilio uses to reach the environment are not set up yet, or some point somewhere else. See The Human Escalation Step.

Are Webhook URLs Saved with Save Changes?​

No. Pushing is separate and happens straight away. Save the resources first, then select Push on a row or Push all in the Webhook URLs section. See Pushing the URLs.

Why Does a Webhook Keep Pointing Somewhere Else?​

The most common cause is two environments sharing the same TaskRouter workspace, TwiML app or Conversations resource in Twilio. Each push points the shared resource at the environment that pushed, which takes it away from the other one, so give each environment its own Twilio resources. See When Webhooks Point Somewhere Else.

What Does "No Activity Is Marked as Available" Mean?​

No TaskRouter activity, the status a person can be in, has the Available role. Until one does, nobody can go available in the workspace app and every handed-over call or chat waits with no one to take it. Set the Role mapping of the activity your team uses for taking work to Available. See The Available Role.

Are Changes on the Routing Page Made in Twilio?​

Yes. The activities, task queues and workflow on the Routing page are the ones in your Twilio TaskRouter workspace, so adding, editing or deleting one changes it in Twilio straight away. See Routing.

What Does a Queue SID That Doesn't Match Any Queue Mean?​

A filter in the workflow configuration points at a task queue that does not exist, usually one that was deleted, so tasks matching that filter won't reach anyone. Replace the ID with one from the Task queues section. See Checking Queue IDs in the Configuration.

What Happens If I Set a Capacity to 0?​

That kind of task is never assigned to anyone in the environment, for example no escalated calls when voice capacity is 0. A confirmation names the environment before the change is saved. See Setting a Capacity to Zero.

Why Do the Capacity Rows Say Not Applied?​

In a new environment, the 1 on each row is a starting suggestion that has not been saved to Twilio. Select Save changes to apply it, even if you keep the numbers as they are. See Values Not Yet Applied.

Why Does Wrap or Capacity Say Nobody Has Signed In to the Workspace?​

These settings take effect for each person once they sign in to the workspace app, and nobody has yet. You can still save, and the settings apply as people sign in. See Capacity and Wrap.

Does the Auto-Wrap Timeout Submit Wrap-Up Automatically?​

No. It is a target the workspace app shows during after-contact work, and its row is tagged Stored, not enforced. The contact stays in after-contact work until the person selects Submit Wrap-Up. See How Require Wrap-Up Works in the Workspace.

Should I Disable or Delete a Wrap-Up Code?​

Disable a code your team has already used. A disabled code stays on the Wrap page and can be switched back on, while deleting cannot be undone. See Editing, Disabling and Deleting a Code.

Do I Lose My Setup If I Turn Human Escalation Off?​

No. Turning it off hides the Twilio Resources, Wrap, Routing and Capacity pages, but everything saved on them is kept for when it is turned back on. See Turning Off Human Escalation.

Who Can Sign In to the Workspace?​

Anyone with an accepted membership in the organisation, whatever their role. Whether a person is offered contacts depends on the human escalation setup, not on their role. See The Workspace.

Working in the Workspace​

How Do I Get into the Workspace?​

Your administrator invites you to the organisation and gives you the workspace web address. Sign in with your NeonNow email address and password. See Signing In.

Why Am I Not Receiving Any Contacts?​

Check that your status shows a green dot and that the right environment is open in the header, because contacts only arrive from that environment. If you are already holding as many calls or chats as you are allowed, new ones go to someone else. See No Contacts Are Arriving.

There's No Available Status in My List​

Without a status that counts as available, no contacts can be offered to you. Ask your administrator to add one. See There's No Available Status in the List.

The Workspace Says "Telephony Isn't Configured Yet"​

Calls and messaging have not been set up for the environment, and there is nothing to fix from the workspace. Ask your administrator to finish the Twilio connection in the Admin app. See "Telephony isn't configured yet".

Can I See What the Caller Said to the AI Agent?​

For a chat, Snapshot shows the messages in the conversation so far. For a call, the workspace does not show what the caller said to the AI agent, so confirm the reason for the call with the caller. See What Comes Across from the AI Agent.

I Selected Wrap Up and the Call Is Still Connected​

Wrap Up opens after-contact work without hanging up. Use End Call instead, which hangs up and opens the wrap-up panel in one step. See Handling a Call.

Why Is Submit Wrap-Up Unavailable?​

Your administrator requires a wrap-up code, and none is chosen. Choose a code from Wrap-up code. See Submit Wrap-Up Is Unavailable.

The Wrap-Up Code I Need Isn't in the List​

Choose the closest code, describe the outcome in Notes, and ask your administrator to add the code you need. See The Code You Need Isn't in the List.

Where Do I Add Notes That Stay with the Task?​

In the Notes field of the wrap-up panel. The Notes tab in the task view is a scratchpad for while you work, so copy anything you want kept into the wrap-up Notes field before you submit. See Notes from the Notes Tab.

Why Was I Switched to Away During a Call?​

Talking on a call is not activity in the workspace, so a call longer than your auto-away time with no clicks or typing switches you to away. Auto-away does not switch you back, so set your status again from the header. See Auto-Away.

The Ringtone Didn't Play for My First Contact​

Browsers block sound on a page until someone has clicked or typed on it. After signing in, select anywhere in the workspace once so the ringtone can play. See Accepting or Rejecting a Contact.