# Escalation channels

{% hint style="info" %}
Escalation channels are currently only available for Amazon Connect, Amazon Chime SDK, and Twilio SIP Trunk.
{% endhint %}

### **What are Escalation channels?**

Escalation channels set up for your workspace allow you to transfer a conversation session with your conversational AI to a live agent. In most cases, your application may not be designed to automate every business action or unique circumstances may require human assistance.

The *Escalation channels* tab in your workspace settings is where you'll create the escalation integration, which can then be attached to the application through its[ communication channel setup](/platform/nlx-platform-guide/ai-applications/deployment/managing-channels.md). Escalations are then triggered in any flow through the use of an [*Escalate node*](/platform/nlx-platform-guide/flows-and-building-blocks/overview/nodes.md#escalate).

To access, click your username in the workspace menu > Select *Workspace settings* > Click *Escalation* tab:

{% @arcade/embed flowId="FYKAgUegDS0V3g8I8mXM" url="<https://app.arcade.software/share/FYKAgUegDS0V3g8I8mXM>" %}

## Create escalation channel

Begin by selecting *+ Create escalation channel* from the *Escalation channels* tab.

* Enter a channel name
* Select the channel type
* *Customer conversation timeout*: enable to disconnect an idle customer, if desired
  * For *Twilio SIP Trunk*, follow [these instructions](https://docs.livekit.io/sip/quickstarts/configuring-twilio-trunk/#step-1-create-a-sip-trunk) to set up a SIP Trunk in your Twilio account, then enter required information into NLX
  * For *Amazon Connect*, enter Instance ID, Contact Flow ID, IAM Role ARN, and Topic ARN from your console into the fields in NLX
  * For *Amazon Chime SDK*, you may create a SIP Media Application and assign a phone number in your AWS account, then enter the number in E164 format into NLX
* Click *Create escalation channel*

{% tabs %}
{% tab title="Optional Amazon Connect settings" %}

* *Translation language*: Enables the automatic translation of messages to or from an agent to that language
* *Fallback user name*: To be displayed to the agent in situations where the chat escalation occurs anonymously
* *Region*: Choice for which AWS region your Amazon Connect channel is deployed&#x20;
  {% endtab %}

{% tab title="Optional Amazon Chime SDK settings" %}

* *Phone number*: Phone number used for the SIP Media application. Must be entered in E164 format (+15555555555)
* *Voice Connector ARN*: If not using a public switched telephone network, enter the ARN of the outbound Voice Connector
  {% endtab %}
  {% endtabs %}

Edit or delete your escalation channel by expanding it and selecting the edit or delete links.

{% hint style="info" %}
Once your channel is saved in your workspace, it will be available for selection under the *Escalation* section when [setting up one or more channels for your application](/platform/nlx-platform-guide/ai-applications/deployment/managing-channels.md).
{% endhint %}


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