Escalation

Escalation is how Lyro hands a conversation off when it cannot resolve an issue on its own or when a customer asks for a human. You decide which destinations are available, write the step-by-step procedures your agents follow, and review everything that gets escalated from one place.

How the two-mode system works

Lyro escalation has two layers that work together:

Global workspace rules - On the Escalation page you connect destinations (the systems handoffs can route to) and create reusable escalation procedures. These are shared across your whole workspace.
Per-agent rules - Each procedure is then switched on or off for a specific agent in that agent's Escalation tab. This lets you give different agents different handoff behavior while reusing the same underlying procedures.

An agent can only escalate using procedures that are enabled on its own Escalation tab. If a customer is not getting handed off as expected, check the agent first.

Escalation procedures

A procedure tells an agent when and how to escalate. You create and manage procedures on the Escalation page. Each one has:

Name - A label for the procedure, for example "Standard Escalation".
Trigger - A plain-language description of when the agent should consider this procedure, for example "When the customer asks for a human, or when you cannot resolve the issue".
Instructions - The step-by-step process the agent follows, such as collecting the customer's name and email, summarizing the issue, and choosing where to route it.
Destinations - The connected destinations this procedure is allowed to use. Destinations that are not yet connected appear greyed out.

Keep instructions short and ordered. Clear, numbered steps lead to cleaner handoffs and better summaries.

Enabling a procedure for an agent

Open the agent from Agents and go to its Escalation tab.
Toggle on each procedure you want that agent to use.
Publish the agent. From then on the agent can escalate whenever a procedure's trigger conditions are met.

Destinations

Destinations are the systems a procedure can route a conversation to. Connect them on the Escalation page before adding them to a procedure.

Destination	What happens
Live teammate handoff	Hands the live conversation to a human on your team. The conversation moves into your inbox so a teammate can take over.
Helpdesk ticket	Creates a support ticket in your connected ticketing helpdesk with the customer details and a summary.
Helpdesk conversation	Forwards the conversation into your connected messaging helpdesk so a live agent can continue it.
Email forwarding	Sends an email with the summary, priority, and customer contact details to a recipient address you set.
Custom API / webhook	Surfaces the escalation on the chat API response so you can route to a human in your own system.

A few notes on specific destinations:

Live teammate handoff keeps the conversation inside Lyro and works on channels that support live takeover. Email-style channels cannot be taken over live, so the agent falls back to another destination.
Email forwarding lets you set the recipient address and an optional "from" name.
Custom API / webhook is opt-in. Once enabled, escalations are emitted on the chat API response so your own backend can create a ticket and assign a human. See API and Developers for how to consume it.

Only connected destinations can be selected in a procedure. Connect the systems you need first, then build your procedures around them.

Managing escalated tickets

Everything your agents escalate shows up as a ticket list on the Escalation page, so you can keep track of handoffs in one view.

Each ticket carries a status:

Status	Meaning
Pending	The escalation has been created and is being processed.
Escalated	The conversation has been routed to its destination.
Resolved	The escalation has been closed out.

To find a specific ticket you can:

Search by customer name, email, or summary.
Filter by status.
Sort by newest or oldest.

Select any ticket to open a detail panel showing the customer, the summary, and the full original conversation transcript. Tickets created in an external system show a link indicator so you can tell at a glance which ones live elsewhere.