An escalation is a signal from an agent that it needs a human to step in. Agents raise escalations when they encounter something they can’t handle on their own — an ambiguous request, a decision that requires human judgment, or an error that blocked a task.

What Triggers an Escalation

Escalations are raised by the agent itself based on its instructions. An agent’s skill might instruct it to escalate in specific situations:

• A support agent escalates tickets that mention billing disputes
• A security agent escalates potential incidents for human review
• A code reviewer escalates PRs that touch security-critical paths

Agents can also raise escalations automatically when they detect they’ve been blocked for too long or have encountered repeated failures.

Reviewing Escalations

Admins and team members with the right role see open escalations in the Auxot UI. Go to Escalations in the sidebar to see all open escalations across agents and teams.

Each escalation shows:

• The agent that raised it
• The reason (a short description from the agent)
• The severity of the issue
• The thread it came from (so you can read the full conversation)

Resolving or Dismissing

Resolve an escalation when a human has handled the issue. This marks it closed and the agent continues.

Dismiss an escalation if it was raised incorrectly or doesn’t need action. Dismissed escalations are recorded but treated as closed.

Click Resolve or Dismiss on the escalation detail page.

Escalation Count

The sidebar shows a badge with the count of open escalations. Check this regularly so nothing sits unacknowledged.

Configuring Escalation Behavior

If an agent escalates too aggressively or not enough, adjust its skills. A skill that says “escalate any billing question” will produce more escalations than one that says “escalate only when the billing amount exceeds $1,000 and the customer has been with us for less than 90 days.”

To update a skill:

Update the "Support Triage" skill: only escalate billing disputes over $500