Cowork + AI feature

Know which calls need a supervisor, with the exact line.

Transcribed calls are checked for moments that need attention, flagged High, Medium or Low, and listed for supervisors to review and acknowledge.

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AI Escalations workflow visual
AI Escalations Decision view. Step one: Turn detection on. Switch escalation detection on for the company or per team under Insights > Escalations > Settings. It applies to calls that start after you turn it on. Step two: Review and acknowledge. Filter the Open tab by severity, open the call, and acknowledge it with an optional note so the team sees who handled it. Step three: Choose alerts per team. Each admin or supervisor picks email alerts per team and a minimum severity, and teams can post escalations to a CoWork channel. Why it matters: Severity and reasons. Each escalated call shows a High, Medium or Low severity and reasons such as Asked for a manager, Legal or public threat, or Complaint not resolved.
Business use cases

Catch the calls that turn into complaints, cancellations or callbacks.

Bring ai escalations into the same connected experience as your business calls, customer conversations, and team collaboration.

Severity and reasons

Each escalated call shows a High, Medium or Low severity and reasons such as Asked for a manager, Legal or public threat, or Complaint not resolved.

Straight to the moment

Open the call and the transcript scrolls to the escalation line, highlighted, so a supervisor sees what happened without replaying the recording.

Your own rules

Add up to 10 active rules in your own words, such as a customer asking for a refund, check them with AI and test them on your recent calls before activating.

How it works

Review, acknowledge and get alerted per team.

See how ai escalations moves from setup to everyday use inside TalkChief.

  1. Step 1

    Turn detection on

    Switch escalation detection on for the company or per team under Insights > Escalations > Settings. It applies to calls that start after you turn it on.

  2. Step 2

    Review and acknowledge

    Filter the Open tab by severity, open the call, and acknowledge it with an optional note so the team sees who handled it.

  3. Step 3

    Choose alerts per team

    Each admin or supervisor picks email alerts per team and a minimum severity, and teams can post escalations to a CoWork channel.

Book a demo →View pricing
More from TalkChief

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Analytics

AI Insights Dashboard

Track customer sentiment, resolution, escalations and why customers call, with team and member scorecards and charts that explain themselves.

Explore AI Insights Dashboard →Analytics

Deep Insights Dashboard

Deep Insights connects what customers talk about across calls: reasons, issues and products, outcomes, competitor mentions with churn risk and repeat callers.

Explore Deep Insights Dashboard →Cowork + AI

AI Summaries in Channels

Post AI-generated TalkChief call recaps and proposed action items into the relevant Cowork channel for review and team follow-up.

Explore AI Summaries in Channels →TalkChief Cowork

Explore TalkChief Cowork

Connect channels, direct messages, presence, conferencing, calling, and AI-assisted follow-up.

Explore →AI transcription

Turn conversations into searchable transcripts

Explore multilingual transcription, speaker diarization, and API-ready workflows.

Explore →
View all TalkChief features
Questions, answered

AI Escalations FAQs

Who gets escalation emails?
Each admin or supervisor chooses email alerts per team and a minimum severity: High only, High and medium, or all including Low. By default, supervisors get emails for High escalations on their teams; admins get none until they turn them on.
Can we define what an escalation means for our business?
Yes. Describe a rule in any language, choose its severity, who must say it and its scope, validate it with AI and test it on recent calls before activating. Up to 10 rules can be active.
Are earlier calls checked when we turn it on?
No. Detection applies to calls that start after it is turned on, and a new rule applies to calls processed after it is activated.
Is AI Escalations available on every TalkChief account?
AI escalations need AI transcription (the AI Call Intelligence add-on on the Growth and Professional plans) and must be turned on for the company or team. Admins see escalations for the whole company, supervisors see their own teams, and agents do not see escalations. AI results are generated automatically and should be checked against the transcript and recording before acting.