Automated Support Ticket Escalation
Detect urgent support tickets and escalate to humans instantly. AI monitors urgency, sentiment, and customer tier to trigger real-time alerts.
The Manual Bottleneck
Critical support issues hide in general queues. By the time a human realizes something is a P1, the customer has already tweeted about it or escalated to their account manager. The damage happens in the gap between ticket arrival and human awareness.
What changes when you automate this
Critical issues surface to the right person within seconds — not when someone next checks the inbox. Enterprise customers, billing disputes, and account lockouts trigger immediate Slack and WhatsApp alerts to the on-call agent with full context.
Tell OpenClaw: 'Monitor our support inbox — if a ticket mentions can\'t access, charge error, or comes from an enterprise customer, immediately alert on-call via Slack and WhatsApp with the ticket summary, customer tier, and a direct link.'
Here's exactly what happens
Monitor the ticket stream
Webhook / HubSpotOpenClaw watches your support inbox or helpdesk in real time. Every new ticket and every reply runs through the escalation detection logic — continuously, with no polling delay.
Score escalation urgency
OpenAIAI evaluates each ticket for signals: explicit urgency words, negative sentiment intensity, customer tier (VIP/enterprise), issue type (billing, data loss, outage), and time since last reply.
Check customer tier
HubSpot / StripeOpenClaw queries your CRM to determine if the customer is enterprise, high-value, or on an active SLA. Higher-tier customers have lower escalation thresholds — a small billing complaint from a major account is P1.
Alert on-call immediately
Slack / WhatsAppEscalation triggers a Slack DM and WhatsApp message to the on-call agent: ticket summary, customer tier, and a direct link to the ticket. They can respond before they even open the helpdesk.
Create a CRM escalation record
HubSpot / AirtableA high-priority CRM task or case is created, tagged as escalated, and assigned to the right team lead. The full timeline is preserved for post-incident review.
Frequently Asked Questions
Done For You Setup
We build your automation. You run it.
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