> For the complete documentation index, see [llms.txt](https://distance.gitbook.io/distance/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://distance.gitbook.io/distance/getting-started/notifications/escalation-notifications.md).

# Escalation notifications

Escalation notifications alert specific team members when a conversation requires human intervention, ensuring timely responses to critical customer situations.

### **Introduction**

**Escalation notifications** ensure that conversations which cannot be fully handled by an AI agent are surfaced to the right team members. When escalation conditions are met, designated users are notified so they can step in and continue the conversation.

This helps maintain service quality in situations involving customer frustration, billing concerns, or direct requests for human support.

***

### **How escalation notifications work**

When a conversation is escalated, selected team members are notified so they can take over the interaction. Notifications can be delivered via **Email** or **SMS** depending on user preferences.

<div data-with-frame="true"><figure><img src="https://4165927833-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FWHGGlctFzoGEVhyOAO17%2Fuploads%2FSsO21D2fHTFJuI04nt48%2FScreenshot_3.jpg?alt=media&amp;token=4716e566-a6df-4e7c-ab1a-850f3b04d57e" alt=""><figcaption></figcaption></figure></div>

If no response is received within five minutes, the system can automatically follow up and convert the conversation into a ticket for tracking and resolution.

<div data-with-frame="true"><figure><img src="https://4165927833-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FWHGGlctFzoGEVhyOAO17%2Fuploads%2FQsbZL77ZTuWOn4qJqTcD%2Fimage.png?alt=media&amp;token=4812e9ad-c365-4949-ba50-0a680b1b3ab2" alt=""><figcaption></figcaption></figure></div>

For full configuration details, see [**Escalations notifications**](/distance/getting-started/agents/ai-chat-agent/escalations.md#escalation-notifications).