Loop Voice for Redo: escalated calls land in your Redo inbox

Start every escalation subject with the same words, so Redo can sort these tickets. Example: a Subject template of "Phone escalation: {{customerName}} ({{ticketId}}), {{agentName}}".

Then add a rule in Redo under Settings, Rules: the trigger Support ticket created, the condition Subject line contains "Phone escalation", and actions such as Add tag, Assign and Set priority (Redo rules guide). Redo rules can also check the sender address and the ticket channel. New Redo rules start as drafts, so publish the rule to turn it on.

Each escalation carries the AI summary, the order and the recording into Redo. The call also keeps a support ticket in your Loop Voice dashboard, and the call record holds the full transcript, a short summary and QA notes. Loop Voice keeps recordings for 7 days by default, extendable to 90.

Escalations happen when the agent cannot resolve something. Built-in rules can also stop or escalate a call on negative sentiment, a do-not-contact request, complex refunds, or legal or medical questions. During the support hours you set, the agent can also transfer the caller to your team's phone number, briefing your teammate first; if nobody answers within the ring time (10 to 60 seconds), or it is outside support hours, a ticket is opened. To check the whole path, use the test console: the agent calls your own number with a scenario you type, and test calls are excluded from analytics.

If your team works in Zendesk instead, the Zendesk integration creates the tickets through an OAuth client.