Escalation channels

Learn how to set up escalation transfers in NLX

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. Escalations are then triggered in any flow through the use of an Escalate node.

Escalation channels are currently only available for Amazon Connect, Amazon Chime SDK, and Twilio SIP Trunk.

To access, click your username in the workspace menu > Select Settings and the Escalation tab:

---

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 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

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

Optional Amazon Chime SDK settings

• Phone number: Phone number used for the SIP Media application. Must be entered in E164 format ([phone])

• Voice Connector ARN: If not using a public switched telephone network, enter the ARN of the outbound Voice Connector

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

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.