Slack Escalation Pipeline

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.