Escalation Rules
Configure how TR-AI routes low-confidence tickets to your human support team.
When TR-AI cannot resolve a ticket with sufficient confidence, it escalates the ticket to your triage group. This page explains how escalation works and how to configure it.
Escalation triggers
| Trigger | Outcome | Description |
|---|---|---|
| confidence < 0.82 (default) | review / triage | LLM ran but confidence below threshold — drafted for review at ≥ 0.60, triaged below |
| best_similarity < 0.30 | triage (hard) | No relevant KB content — LLM not called |
| KB reindex running | routed_to_agent | KB not ready — ticket sent directly to agent |
Triage group name
TR-AI looks for a group named Triage in your helpdesk when escalating tickets. The group must exist before TR-AI can route to it.
| Platform | How to create the Triage group |
|---|---|
| Zendesk | Admin Center → People → Groups → Add group → Name: Triage |
| Freshdesk | Admin → Agent Management → Groups → New Group → Name: Triage |
| Intercom | Settings → Teams → New team → Name: Triage |
| Salesforce | Case Status field — TR-AI sets Status to Escalated |
| HubSpot | Settings → Objects → Tickets → Pipelines → add a Triage stage |
| Zoho Desk | Setup → Agent Management → Teams → New Team → Name: Triage |
Holding reply
When a ticket is triaged, TR-AI sends a holding reply to the customer before moving the ticket. The holding reply is generated by the LLM and acknowledges the customer's issue without providing a resolution.
Slack notifications
TR-AI can send a Slack notification when a ticket is escalated to triage. To enable this:
- Create an Incoming Webhook in your Slack workspace: api.slack.com/apps → Create New App → Incoming Webhooks
- Copy the webhook URL
- Paste it into your TR-AI Dashboard → Slack Webhook URL field
The Slack notification includes the ticket subject, confidence score, platform, and a link to the ticket.
Adjusting the confidence threshold
The default threshold is 0.82. You can adjust it in the Dashboard → Configuration. See the Confidence thresholds article for guidance on choosing the right value.