v1

latestOpenAPI 3.0.02026-07-26870415.2 KB

escalations

List chat escalations

Returns cursor-paginated chat escalations for a workspace. Each result includes the current status, guest message, proposed response, operator question, and disposition when available.

get/v1/escalations

Query parameters

workspace_idstring required

Workspace to query.

Example:j57demo8f8x7c9v0n2q4r6t8y1u3i5o

limitinteger

cursorstring

status'pending' | 'reviewed' | 'resolved' | 'dismissed'

Optional escalation status filter.

Response

Chat escalations

next_cursorstring nullable required

has_moreboolean required

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."
    }
  ],
  "next_cursor": "page-token",
  "has_more": true
}