Email escalation: calls that need a person, sent to your team's inbox

1. During support hours, the agent can warm-transfer the call to your team's number, telling your teammate what it's about before connecting the caller.
2. If the transfer rings out (you set 10 to 60 seconds) or it's after hours, a ticket opens in your Loop Voice dashboard.
3. The email goes to your support address when the agent's Escalation Path uses it. The Loop Voice ticket stays either way.

The same steps run when a caller asks for a person (help center on handoffs) and when the agent can't resolve something. The built-in rules escalate or end a call on four more triggers: negative sentiment, a do-not-contact request, a complex refund, and a legal or medical question.

On a recorded call for a pet chew store, Leon had received the wrong order. The agent confirmed what he wanted and told him, "...I'll let support know it's a blueberry only replacement to the same address and you're all set." That promise becomes a ticket for your team, and with this route on, an email too. Hear it in the call library.

Your inbox or helpdesk treats escalations as ordinary emails, so the subject does the sorting. Start every one with the same fixed words, then add the variables.

Example: a Subject template of "Callback needed: {{customerName}}, ticket {{ticketId}}" and a From name of "Phone agent". A rule or filter on "Callback needed" can tag or assign every escalation, and {{ticketId}} gives your team the ID of the matching ticket in Loop Voice, where the full call record lives. If you run more than one agent, add {{agentName}} so your team knows which one took the call.

Reply-To decides where an answer to the escalation email goes. Point it at a person, or at a shared address someone reads.

Opt-outs. When a caller says "don't call me", replies STOP to a text or a carrier blocks the number, Loop Voice adds it to the do-not-contact list before the next step runs. A customer who asks your team by email or in a helpdesk ticket isn't added automatically, so put that number on the list yourself (help center on do-not-call lists). Our guide to calling rules explains why an opt-out by email or ticket counts too.

Recordings. Loop Voice holds recordings for 7 days unless you extend retention, up to 90 days (security). If escalations can sit for more than a week before someone opens them, extend it, so the recording in Loop Voice is still there when they do.

Two helpdesks connect directly instead of by email. Loop Voice creates Zendesk tickets through an OAuth client you register in Zendesk Admin Center. Gorgias connects with OAuth in Settings, Integrations, Gorgias, and every agent escalation from calls and texts creates a Gorgias ticket. Redo receives escalations by email too; its page covers connecting your inbox in Redo and a Redo rule that sorts the tickets.