A conversation was escalated but no one picked it up
Reviewed by Ahmed Mohamed · Oct 31, 20261 min read1 view
Short answer
Make sure agents are set to Available, notifications are on and routing rules point to a team with members.
Check these
- 1Agent status — routing only assigns to agents whose status is Available
- 2Notifications — agents should allow browser notifications. See [Escalation notifications](#notifications)
- 3Routing rules — in Settings → Routing, check the target team has members and isn't full
- 4Business hours — outside working hours, conversations wait until the next shift
- 5The Unassigned view — open Inbox → Unassigned to see waiting conversations
!Add an SLA policy so supervisors are warned when an escalated conversation waits too long. See [SLA policies](#sla-policies).
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