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Slack Escalation Pipeline

Mirror high-priority conversations into a Slack channel so the right team sees them instantly.

For teams that live in Slack, routing urgent conversations there shortens response time. This recipe uses Convor's webhook events and the Slack integration.

Prerequisites

  • The Slack integration connected to your workspace.
  • A dedicated #support-escalations channel.

Step 1: Connect Slack

In Integrations → Slack, authorize Convor and select the escalation channel.

Step 2: Define "high priority"

Decide what qualifies, e.g. a billing or vip tag, a CSAT below 3, or an SLA at risk. Tag conversations accordingly via automation rules.

Step 3: Create the escalation automation

Add an automation rule that triggers when a conversation gets a high-priority tag:

  • Post a message to #support-escalations with the visitor's message, a link to the conversation, and the assignee.
  • Optionally @mention the on-call role.

Step 4: Close the loop

Add a second rule so that when an escalated conversation is resolved, the Slack thread is updated with a resolution summary.

Result

Urgent conversations surface in Slack within seconds, and the team can jump in from a single click, so no one has to watch the dashboard.

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After-Hours Handoff

Use operator availability and the AI Chatbot's no-operator rule to collect and answer after-hours conversations without inventing unsupported automations.

SLA Management

Configure response and resolution targets, workspace business hours, live SLA status, and breach handling.

On this page

PrerequisitesStep 1: Connect SlackStep 2: Define "high priority"Step 3: Create the escalation automationStep 4: Close the loopResult