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Escalate docs
Amargi Escalate: the operations ticketing layer.
Amargi Escalate is the operations ticketing layer for teams running customer support at scale. Inbound conversations from Reach become tickets automatically, SLA timers drive the workflow, AI agents suggest resolutions, and CSAT closes the loop.
Overview
Amargi Escalate is the operations ticketing layer for teams running customer support at scale. Inbound conversations from Reach (WhatsApp, Email, Messenger, Instagram) become tickets automatically. SLA timers, routing queues, and business hours drive the workflow. AI agents (from Amargi Agents) suggest resolutions. CSAT closes the loop.
Escalate is designed to work tightly with Reach and Agents. You can use it standalone (email-only support) but its full value shows when paired.
Quickstart
Set business hours
In Settings, Business Hours. This drives SLA calculations, since the timer pauses outside business hours.
Create a routing queue
In Settings, Queues, New queue (for example Billing, Shipping, General).
Connect Reach
In Settings, Integrations, Reach, enable Auto-create tickets. Now every new Reach conversation creates an Escalate ticket in the default queue.
Open Tickets
See your assigned tickets (My queue) plus all open tickets in your queues.
Key concepts
Ticket
The unit of work in Escalate. Contains a subject, priority, routing queue, status (open, pending, resolved, closed), assignee, SLA timer, and a stream of events (messages, status changes, internal notes, AI suggestions). Each ticket links to one or more Reach conversations, if any.
SLA timers
Each ticket carries two timers: First Response (time to first operator reply) and Resolution (time to closure). Both pause automatically outside business hours and when the ticket is pending (waiting for the customer). Threshold alerts can fire N minutes before an SLA breach, configured per queue.
Routing queues
Logical buckets for tickets based on skill or topic. Each ticket is assigned to one queue at creation (automatically via routing rules or manually). Operators subscribe to specific queues and see what is open. Auto-routing uses simple rules (keyword in subject, channel, and so on) or a classifier AI agent.
AI suggestions
On ticket open, Escalate can invoke an Agents agent (a Resolver agent with tools like query_kb, lookup_order) to suggest a reply. The suggestion appears in a side panel on the ticket view; the operator accepts it (it becomes the outbound reply), edits it first, or rejects it. Each outcome is logged in agent_runs.decision (accepted, edited, rejected) as feedback for tuning.
CSAT surveys
On ticket close, Escalate can automatically send a CSAT survey through the original channel (WhatsApp template, web link for email, and so on). Responses are logged in tickets.csat_score and tickets.csat_comment. Aggregate metrics appear on the Reports page.
Common tasks
Assign a ticket
- Open the ticket in Tickets.
- Click Assign in the right sidebar, then pick a teammate.
- The assignee gets a notification (in-app and email).
- Reassignment is possible any time; history is in the event log.
Add an internal note
- On the ticket view, click the Notes tab (next to Messages).
- Type the note. It is visible to operators only, not to the customer.
- Use @ to mention a teammate; they get a notification.
Create a routing rule
- Go to Settings, Routing, New rule.
- Condition: keyword in subject, channel, tag, and so on.
- Action: put in queue X, set priority Y, assign to Z.
- Rules fire in order; first match wins.
Enable CSAT
- Go to Settings, CSAT, enable it, then pick a template (for WhatsApp channels) or text for email.
- Configure when it sends: immediately on close, X minutes after, and so on.
- Responses flow back into Escalate and update ticket and operator metrics.
API reference
All Escalate endpoints sit under the following base URL.
https://escalate.amargicreative.com/api/v1/| POST | /api/v1/tickets | Create a ticket (manually, outside the Reach integration). |
| GET | /api/v1/tickets | List tickets. Filter by status, queue, assignee, priority. |
| GET | /api/v1/tickets/:id | Retrieve a ticket with the full event stream. |
| PATCH | /api/v1/tickets/:id | Update (status, assignee, queue, priority, tags). |
| POST | /api/v1/tickets/:id/messages | Add an outbound reply. |
| POST | /api/v1/tickets/:id/notes | Add an internal note. |
| POST | /api/v1/tickets/:id/ai-suggest | Manually invoke a suggestion agent. |
| GET | /api/v1/queues | List queues. |
| POST | /api/v1/queues | Create a queue. |
| GET | /api/v1/reports/sla | SLA compliance report. |
| GET | /api/v1/reports/csat | Aggregated CSAT report. |
Webhook events
ticket.openedA new ticket was opened (manually or auto-created from Reach).ticket.assignedA ticket was assigned (or reassigned).ticket.status_changedopen, pending, resolved, closed.ticket.sla_breachedA timer breached its threshold.ticket.message_addedA new outbound or inbound message was added.ticket.csat_receivedA CSAT response arrived.agent.suggestion_madeAn AI agent suggested a reply.How Escalate ties into the platform
Escalate sits downstream of Reach and Agents. Reach delivers every inbound conversation and Escalate turns it into a tracked ticket; Agents supplies the Resolver that drafts suggested replies. Read the sibling docs to see both ends of the flow.
Ready to put your support on rails?
Tell us how your team handles tickets today and we will show you how Reach, Agents, and Escalate fit together. Or request access and we will get you set up.