Tickets aggregating multiple conversations
One ticket can pull together related WhatsApp, email, and Messenger threads. The customer history travels with the ticket, not the channel.
Platform
Amargi Escalate
Turn conversations into tickets. Track SLAs. Route by priority. AI suggests resolutions.
Built on top of Amargi Reach. Adds the workflow rigor your support team needs as it grows.
Amargi Escalate is the ticketing and workflow workspace that wraps Reach. Inbound messages from any channel become tickets; SLA timers track first-response and resolution against per-priority targets; routing rules send each ticket to the right queue; auto-reply rules handle the easy ones with AI; the audit log records every action for compliance.
Key features
SLA policies with business-hours awareness
First-response and resolution targets per priority (P1 / P2 / P3 / P4). Per-policy business-hours calendars exclude weekends and holidays. Real-time breach alerts.
Routing engine
Queue assignment by channel, tags, sentiment, content match, or customer tier. Visual rule builder with dry-run preview. 10 default rules seeded on tenant signup.
Escalation chains
Auto-bump on SLA breach to a higher tier or named approver. Multi-step chains with timeout-driven progression. Audit-logged at every hop.
AI auto-reply runtime
Suggest mode (AI drafts, human approves) or auto-send mode (AI replies inside guardrails). Per-rule cost caps. LLM provider-agnostic via Amargi Agents.
LLM cost dashboard
Per-tenant LLM spend by rule, by model, by day. Forecast vs. budget. Trim or pause specific rules without touching the rest.
Bilingual reports
First-Response Time (FRT), Average Handle Time (AHT), SLA compliance, channel volume. EN + AR side by side, exportable to CSV.
Full audit trail
Every assignment, status change, AI action, manual override recorded with actor, timestamp, and reason. Exportable for compliance reviews.
How teams use it
WhatsApp support with SLAs
Inbound WhatsApp threads from Reach become tickets, get assigned by tag and channel, and progress under priority-driven SLA timers your manager can audit.
AI-handled FAQ deflection
Auto-reply rules catch common questions and answer with AI under guardrails. Agents only see what the bot couldn't handle. LLM cost stays inside a per-tenant cap.
Cross-channel ticket consolidation
Same customer reaches you via WhatsApp + email + Messenger about one issue. One ticket pulls all three threads together; the audit log shows who did what across each channel.
Pricing
Discussed per deal. Pricing is flexible based on ticket volume, AI usage, and team size. Contact sales for a quote.
Integrates with
Sits on top of Reach as the ticketing layer. Powered by Agents for AI suggestions and auto-replies. Receives Mail bounce events as escalation triggers.
Add ticketing rigor without leaving the conversation
If your team has outgrown a shared inbox but still wants the speed of chat, Escalate is the workflow layer that bridges them.