Receiving Escalation Emails 

This sends an email to your team when a chat is escalated to a human. 

It ensures no escalation is missed, and someone can follow up quickly. 

Steps  #

1. View your agent from the dashhboard 

2. Go to Edit  

3. Open Human Handover  

4. Find Notification Recipients  

5. Add email addresses (separate multiple emails if needed)  

How it works  #

• When escalation is triggered:  An email is sent to the listed recipients  

• The email includes:  

1. User message  
2. Conversation context  
3. User details (if available)  

When emails are sent  #

• User requests human help  

• Failure or message threshold triggers escalation  

• Any configured escalation rule is triggered  

Important Notes  #

• At least one recipient must be added  

• Emails are sent for every escalation  

• Works even if Live Chat is not enabled  

Tips  #

• Add your support or sales team emails  

• Use a shared inbox for better tracking  

• Respond quickly to improve user experience  

Next, trigger an escalation in Preview to confirm emails are being received. 

If you have any questions, concerns, or need further clarification, please contact support@highengage.com for assistance.