What is the impact?

Escalations resolve faster with full context intact, without a system switch and without the customer repeating themselves. Every human resolution is captured, and over time Coach uses that data so the same issue doesn't escalate twice and your escalation rate goes down over time. We launched it on SMS and WhatsApp channels, where conversations are async and thread continuity matters most, followed by email and chat. And because everything stays in one platform, you get real-time observability across every escalation with built-in compliance guardrails.

Key capabilities:

• Triage queue with unassigned, assigned, and resolved filters

• One-click ticket claiming and reassignment

• Reply and internal notes from a single conversation view

• Full customer context including profile and previous tickets

• Real-time updates as conversations progress

How to use it:

Configure escalation routing in your Concierge settings. When a ticket escalates, assigned agents receive a Slack notification and can manage the conversation directly in Lorikeet's agent workspace.