Escalation Router Configuration

After initial setup, you can modify your Escalation Router settings from the management page. This guide covers all configuration options and their impact on escalation behavior.

Accessing Configuration

1. Navigate to Manage > Escalation > Escalation Router
2. In the Configuration section, click Edit
3. Modify settings and click Save Changes

Editable Settings

Display Name

The name shown as the "From" in escalation emails.

Setting	Description
Field Type	Text input
Default	"AI Escalations"
Max Length	200 characters
Impact	Affects how recipients identify escalation emails

Best Practices:

• Use a clear, recognizable name
• Include your company name for external recipients
• Examples: "Acme AI Escalations", "Outermind Agent Requests"

Default Expiration

How long escalations wait for a response before automatically expiring.

Option	Hours	Use Case
1 day	24	Time-critical approvals
3 days	72	Moderate urgency
7 days	168	Standard workflow (default)
14 days	336	Lower priority items
30 days	720	Long-term decisions
Never	-	No automatic expiration

Impact of Expiration:

• Expired escalations leave agents in a paused state
• Web response tokens become invalid
• Email replies after expiration are ignored

tip

Match your expiration setting to your team's typical response time. If most responses come within 2-3 days, a 7-day expiration provides buffer while keeping the queue manageable.

Require Authentication

When enabled, recipients must authenticate before responding via the web portal.

Setting	Behavior
Disabled (default)	One-click response from email links; no login required
Enabled	Web links redirect to login; user must authenticate before seeing escalation details

Considerations:

• Email replies are always accepted regardless of this setting
• Enabling authentication adds security but increases response friction
• Useful for highly sensitive approvals
• External recipients may not have login credentials

Read-Only Settings

Some settings cannot be changed from the Edit modal and require re-running the setup wizard:

Mailbox Address

The shared mailbox used for sending and receiving escalations.

To change the mailbox:

1. Click Re-run Setup Wizard in the Edit modal
2. Complete the wizard with a new mailbox
3. Existing pending escalations continue using the old mailbox until resolved

M365 Connection

The Microsoft 365 connection used to access the mailbox.

To change the connection:

1. Ensure you have an active M365 connection in Build > Connections > Microsoft 365
2. Click Re-run Setup Wizard
3. Select the new connection during setup

SME Agent Escalation Configuration

Individual SME Agents can have escalation-specific settings that override global defaults. Configure these in the agent's settings:

Manager Assignment

Specify who receives escalations from a particular SME Agent:

Field	Description
Manager Email	Primary recipient for escalations
Alternate Manager	Backup recipient if primary doesn't respond
Auto-Escalate After	Hours before escalating to alternate (e.g., 24 hours)

Custom Expiration

Override the tenant default expiration for specific agents that handle time-sensitive requests.

Advanced Configuration

Email Footer Customization

Add a custom footer to all escalation emails:

1. This is configured at the database level
2. Supports HTML formatting
3. Useful for adding company-specific instructions or branding

Contact support for custom email footer configuration.

Web Portal Branding

Customize the appearance of the web response portal:

• Company logo
• Color scheme
• Custom instructions

Contact support for web portal branding options.

Resetting the Escalation Router

In the Advanced section, you can reset the Escalation Router:

danger

Resetting removes all configuration and cancels pending escalations. Your agents will not be able to request human input until you reconfigure.

To reset:

1. Click Reset Escalation Router in the Advanced section
2. Review the warning showing how many pending escalations will be cancelled
3. Type "RESET" to confirm
4. Click Reset Router

After reset:

• All configuration is removed
• Pending escalations are cancelled
• The Router Agent is deleted
• You must re-run the setup wizard to use escalations again

Configuration Best Practices

For Most Organizations

• Display Name: "[Company Name] AI Escalations"
• Default Expiration: 7 days
• Require Authentication: Disabled
• SME Auto-Escalate: 24-48 hours

For High-Security Environments

• Display Name: "[Company Name] Approval Requests"
• Default Expiration: 3 days
• Require Authentication: Enabled
• SME Auto-Escalate: 12-24 hours

For Fast-Moving Teams

• Display Name: "[Company Name] Quick Approvals"
• Default Expiration: 1-3 days
• Require Authentication: Disabled
• SME Auto-Escalate: 4-8 hours

Monitoring Configuration Health

Check the Status section for configuration issues:

Issue	Indication	Resolution
Mailbox Access Lost	Yellow/Red status	Re-verify mailbox permissions or re-run setup wizard
High Expiration Rate	Many expired escalations	Shorten expiration or improve recipient response time
Slow Response Times	High average response time	Consider auto-escalation or shorter expiration

Related Topics

• Escalation Router Overview - Understanding the escalation system
• Setup Wizard - Initial configuration
• Managing Escalations - View and manage escalations