Amargi Escalate

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 + 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

1. Open escalate.amargicreative.com.
2. Set business hours in Settings → Business Hours. Drives SLA calculations (timer pauses outside business hours).
3. Create a routing queue in Settings → Queues → New queue (e.g. "Billing", "Shipping", "General").
4. Connect Reach: Settings → Integrations → Reach → enable "Auto-create tickets". Now every new Reach conversation creates an Escalate ticket in the default queue.
5. Open Tickets. See your assigned (My queue) + all open tickets in your queues.

Key concepts

Ticket

The unit of work in Escalate. Contains: subject, priority, routing queue, status (open / pending / resolved / closed), assignee, SLA timer, 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) + Resolution (time to closure). Both pause automatically outside business hours and when the ticket is in pending status (waiting for customer). Threshold alerts can fire N minutes before 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's open. Auto-routing uses simple rules (keyword in subject, channel, etc.) 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 (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, etc.). Responses are logged in tickets.csat_score + tickets.csat_comment. Aggregate metrics appear on the Reports page.

Common tasks

Assign a ticket

1. Open the ticket in Tickets.
2. Click "Assign" in the right sidebar, pick a teammate.
3. The assignee gets a notification (in-app + email).
4. Reassignment is possible any time; history is in the event log.

Add an internal note

1. On the ticket view, click the "Notes" tab (next to "Messages").
2. Type the note. Visible to operators only — not to the customer.
3. Use @ to mention a teammate (they get a notification).

Create a routing rule

1. Settings → Routing → New rule
2. Condition: keyword in subject, channel, tag, etc.
3. Action: put in queue X, set priority Y, assign to Z.
4. Rules fire in order; first match wins.

Enable CSAT

1. Settings → CSAT — enable, pick a template (for WhatsApp channels) or text for email.
2. Configure when it sends: immediately on close, X minutes after, etc.
3. Responses flow back into Escalate and update ticket + operator metrics.

API reference

All Escalate endpoints sit under 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.opened — A new ticket was opened (manually or auto-created from Reach).
• ticket.assigned — A ticket was assigned (or reassigned).
• ticket.status_changed — open → pending → resolved → closed.
• ticket.sla_breached — A timer breached its threshold.
• ticket.message_added — A new outbound or inbound message was added.
• ticket.csat_received — A CSAT response arrived.
• agent.suggestion_made — An AI agent suggested a reply.

Getting help

• Email support: contact@amargicreative.com
• How Reach messages flow into Escalate tickets: Reach docs.
• How to build a Resolver agent: Agents docs.