Escalate a Connect Support conversation

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • If an escalation path is defined for a Connect Support conversation, you can use a shortcut to escalate a Connect Support conversation to a different queue.

    Before you begin

    Define an escalation path for the queue, using the Escalate to field on the Chat Queue [chat_queue] table. For more information, see Administer Connect Support queues.

    Procedure

    1. Open a Connect Support conversation.
    2. At the bottom of the conversation, click the menu icon (Menu icon) to open the Connect actions menu.
    3. In the Connect actions menu, select Escalate.
      A confirmation dialog box appears.
    4. In the dialog box, click Escalate.
      The system automatically removes you from the conversation and the conversation enters the escalated queue.