Escalation Settings
Reached from Settings → Escalation while you are in your Workspace (the sidebar dropdown), this page controls when a conversation gets flagged for a human instead of the AI, and who's told when it happens.
This is a per-Account setting, not a platform-wide one. Every Account — yours, if you also run a business in Threadline, and each of your subscribers' — has its own escalation configuration, so the Settings menu shows it only in a workspace, never in the Owner Panel. Day-to-day, this is really an Admin's own page — every Admin already reaches it the same way, documented in the companion Inbox Board & Auto-Assign guide.
When to escalate
Confidence threshold — a number from 0 to 1 (default 0.5). Every AI answer carries a confidence score; anything scoring below this threshold is flagged as low-confidence and handed to a human instead of sent as-is. Raise it to escalate more cautiously, lower it to let the AI handle more on its own.
What happens next
- Automatically switch to human — off by default. When on, the AI stops replying to a flagged conversation immediately. When off, the AI keeps answering (so the customer isn't left without a response) while the conversation stays flagged for a human to pick up whenever they're free.
- Automatically assign agents — off by default. When on, a newly escalated conversation with nobody assigned is handed to whichever active agent currently has the fewest open conversations, instead of sitting unclaimed. See the companion guide's Automatically assign agents section for the exact rule.
Who gets told
- Email active users — on by default. Every active admin and agent on the Account gets an email the moment a conversation is flagged. Turned off from Mail & Email Templates' Conversation escalated to a human switch, this stops firing entirely regardless of this toggle.
- Telegram alert chat ID — optional. If set, an alert is also sent to this chat ID via one of the Account's own connected Telegram channels. Leave it blank to skip Telegram alerts entirely.