Escalation to your team
The agent answers questions about how your game works. It deliberately won’t handle account problems, refunds, lost progress, or anything that needs a human on your team. Escalation is how those questions reach the right people instead of going nowhere.
i bought the gem pack and it never showed up, can i get a refund??
That's a purchase issue, so it needs the team. Post the details in #support and someone will pick it up.
What gets escalated
The agent watches for questions about accounts, purchases, and bugs, and hands those off instead of trying to answer them. Typical cases:
- Account and login problems. “I got logged out and lost my save.”
- Purchases and refunds. “I bought Gems and they never arrived.”
- Bug reports. “The game crashes when I open the shop.”
- Anything asking for a human. “Can someone from the team look at my account?”
Where it sends them
You choose the destination in the dashboard under Escalation. Two common setups:
- Point to a channel. The agent tells the player where to go: “For account help, post in #support and the team will pick it up.”
- Ping a role. In a support channel, the agent can tag your support role so someone sees it quickly. Use this sparingly so the role isn’t pinged constantly.
Keep the destination somewhere your team actually watches. An escalation that lands in a dead channel is worse than none.
Writing the handoff
You can set the message the agent uses when it escalates, so it matches your voice and points at the right place. Keep it short and specific: what kind of problem this is for, and exactly where to take it.
Escalation and analytics
Escalated questions still show up in your analytics, tagged as escalations. A rising pile of the same escalation, say, dozens of players reporting the same purchase bug, is a signal worth catching early. The agent won’t fix it, but it will show you it’s happening.