About work that needs your team

When Qyra or a bot hands a customer issue to a person, it appears under Team escalations on the Inbox Overview. Your team can take the issue, check what happened and finish the follow-up there.

What appears here

Each escalation is a particular issue in a conversation, such as a request for a person, a complaint or something Qyra couldn't safely finish. A complaint also keeps the customer's account of what happened, how it affected them and what they want.

Open Review details to see the customer's account, checked business facts, related records and any promised follow-up. Your team can correct the customer's account there. Checked facts come from the business records behind them, so typing a note doesn't make a fact checked.

An escalation can have a linked ticket for longer internal work. You'll find tickets on Inbox → Tickets. A ticket's replies stay on the ticket; answer the customer in the conversation.

Take and finish the issue

Choose Actions → Take this issue when you begin, or reply to the customer to record that your team has taken it. Complete any promised follow-up, then choose Mark resolved. The issue moves to Closed in the last 7 days while your team waits to hear whether the customer agrees with the outcome.

Qyra can still help with a clearly separate request in the same conversation. Choose Human only on the conversation when every topic must wait for your team, including a safety concern.

When a later customer message is matched to the issue, record Customer confirmed if they accept the outcome or Issue still needs work if the problem continues. Confirmed by phone records a confirmation your team heard directly.

Assign the work

Choose Actions → Assign to… to name the teammate who owns the escalation. Unassigned removes that owner. Assignment doesn't take the issue on the teammate's behalf; they can choose Take this issue when they start.

The teammate must have access to the inbox. Moving the escalation to someone else doesn't move any follow-up promises already assigned to a teammate.

When no ticket appears

The issue still appears under Team escalations when no ticket opens. Turn on Open a ticket on handoff in Bots → Workspace settings if you want each handover to open a ticket as well.

If you can't find an issue, check the inbox it came from and use Previous and Next to browse the active and recently closed lists separately.

Check the saved outcome

After taking, assigning or resolving an issue, reopen it to check the owner, status and remaining follow-ups. Resolving the issue does not prove a payment, order or booking was changed; check that record separately. If the save result is unclear, refresh before repeating the action. For missing or unavailable work, see Why an issue didn't appear or update.

Related

• Review and close an issue
• Handle a customer complaint
• Why an issue didn't appear or update
• About support tickets