v1

latestOpenAPI 3.0.02026-07-26870415.2 KB

escalations

Assign escalation

Assigns a chat escalation to a workspace user for the human-handoff path. The assignee must be a member of the escalation's workspace. Requires a token with write access.

post/v1/escalations/{id}/assign

Path parameters

idstring required

Escalation id.

Example:k578dfetqv2xv0b7bt9c6m4j5s7n8p1r

Query parameters

workspace_idstring

Optional workspace override. If omitted, Conduit resolves the escalation's workspace automatically.

Example:j57demo8f8x7c9v0n2q4r6t8y1u3i5o

Request body

assignee_idstring required

Workspace user to assign the escalation to. Must be a member of the escalation's workspace.

Example request

{
  "assignee_id": "m48k3v7p2q9x5t1w8r6n4j0y3u2i5o7a"
}

Response

Assigned escalation

Example response

{
  "data": {
    "id": "k578dfetqv2xv0b7bt9c6m4j5s7n8p1r",
    "workspace_id": "j57demo8f8x7c9v0n2q4r6t8y1u3i5o",
    "type": "chat",
    "conversation_id": "ph77c0dy0mgdpzmqz6tesry8w184002s",
    "contact_id": "ph77c0dy0mgdpzmqz6tesry8w184002s",
    "agent_run_id": "ar77c0dy0mgdpzmqz6tesry8w184002s",
    "agent_id": "ag77c0dy0mgdpzmqz6tesry8w184002s",
    "disposition": "escalated",
    "disposition_reason": "Early check-in availability requires property team confirmation.",
    "status": "pending",
    "created_at": "2026-04-03T05:42:10.000Z",
    "reviewed_at": null,
    "reviewed_by": null,
    "assignee": null,
    "guest_message": "Can I check in before 3 PM tomorrow?",
    "proposed_response": "I can help confirm that for you. Let me check with the property team.",
    "request_for_additional_info": "Please confirm whether early check-in is available for this reservation.",
    "questions_for_operator": "Please confirm whether early check-in is available for this reservation."
  }
}