Escalation Trigger Management

You can now manage escalation triggers directly from the SupportUnicorn dashboard. Define the rules that determine when the AI should hand off a conversation to your team.

Visual trigger builder

Create and edit escalation triggers through a clean UI. Each trigger has a name, conditions, and an action — no code or configuration files required.

Flexible conditions

Set triggers based on conversation signals like negative sentiment detection, specific keywords, topic categories, or customer attributes. Combine multiple conditions for precise routing.

Navigation and icon updates

The escalation management section is accessible from the main navigation with a dedicated icon. The layout integrates naturally with the rest of the settings panel.