No more customer chats left ignored.
Escalation watches every chat: if a human has not replied within your time limit, the system auto-pings the assigned agent on WhatsApp — still silent, it bumps up to their supervisor. AI can cover the front line, but only a human reply stops the clock. Built to keep your CS & sales team sharp.
Status
Live · Production
A customer messages at 10am asking for a price. The agent is busy, forgets, or the chat gets buried. By 1pm it finally gets answered — the customer already bought elsewhere. As the owner, you never knew which chat was stuck or who was slow.
Every chat waiting on a human gets a deadline (say 5 minutes). Past that, the agent gets pinged on WhatsApp. Still silent? It escalates to a senior or owner. You get full visibility: which chats are overdue, who is responsive, who needs a nudge.
What lifts your business
Per-chat SLA timer
Tracks how long a chat has been waiting for a HUMAN reply. AI replies do not stop the clock — so you are never fooled into thinking it is handled.
Automatic tiered alerts
The assigned agent is pinged first. Still silent after X minutes? It moves to the next priority (senior, then owner) using an A → B → C pool.
Digest alerts, no spam
One summary message per agent even when several chats go overdue at once. No notification flood — just a link straight to the overdue-filtered inbox.
Cross-channel, alerts stay on WhatsApp
Chats from WhatsApp, Instagram, Telegram, Messenger, or website livechat are all watched. The agent ping always goes out on WhatsApp so it actually gets read.
How it works
Set the escalation policy
Define the time limit (e.g. 5 min) and who gets alerted: the handling agent, or a tiered pool (senior → owner).
Customer chats, timer starts
The moment a customer chat has not been touched by a human, the timer begins. AI can cover the first layer without stopping the count.
Late? Agent gets pinged on WhatsApp
Past the limit, the system sends a WhatsApp alert. Still silent, it bumps to the next tier until a human replies. Once replied, the timer stops.
Perfect for
Busy online-store CS team
Peak hours pile up chats. Set a 3-min SLA — stuck chats ping the admin instantly, and after 5 min escalate to the supervisor. No customer waits an hour.
High-ticket sales closing
Expensive leads cannot go cold. The moment a prospect chats and sales has not replied, escalation pings them — late, it hands the lead to another rep so it does not die.
Owner monitoring team performance
Use the "overdue" filter to see which chats missed SLA and which agent owned them. That data feeds weekly CS & sales performance reviews.
Features often used together
Omnichannel Inbox
Reply to WA, IG, Messenger, Telegram, livechat from 1 place
- Save time — no more switching between apps
- Faster replies = higher closing rate
- Per-contact chat history, neat & trackable
- Multiple agents without conflict
Support Tickets
Track customer complaints & requests so nothing falls through
- Every complaint gets a ticket number — never forgotten
- Team knows priority (urgent / normal / low)
- Response time & resolution rate reports
Reports & Analytics
See revenue, conversion, agent performance — all in 1 dashboard
- Daily / weekly / monthly revenue auto-charted
- Funnel: chats → leads → closing
- Agent performance: who closes most
- Export to Excel/PDF for meetings
Ready to use this in your business?
Try 7 days free without credit card. 5-min setup.