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TalkChief flags transcribed calls that need a supervisor. For example, the customer asked for a manager, was very upset, or threatened action. The member was rude, or a complaint or cancellation was left unresolved. You review these calls on the Escalations page and acknowledge them when handled.
Escalations need AI transcription. Admins see escalations for the whole company. Supervisors see their own teams. Agents do not see escalations.

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Severity and reasons

Each escalated call has a severity and one or more reasons. A call is Low only when it has no high or medium reason. Low calls are worth a look but rarely urgent.

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The sidebar badge

Admins and supervisors see Escalations under Insights in the sidebar. A red badge shows the number of open High and Medium escalations. It refreshes every minute. Low escalations are not counted in the badge.

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Review an escalation

1

Open the page

Go to Insights > Escalations. The Open tab lists calls that are waiting, newest first.
2

Filter by severity

Use the severity filter to show All severities, High, Medium, or Low.
3

Read the card

Each card shows the member, the severity badge, the customer number, the call date and type, and the reason chips. It also shows a short summary and the line where the escalation happened.
4

Open the call

Select Open call. The transcript drawer opens and scrolls to the escalation line, which is highlighted in red. See Transcripts and summaries.
Insights > Escalations, Open tab with the open-count badge, severity filter, and cards showing a High badge, reason chips such as 'Asked for a manager', a summary, the quoted escalation line, and Open call and Acknowledge buttons
You can share a link to one escalation. Opening a call adds it to the page address, so a colleague with access sees the same call.

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Acknowledge an escalation

When the issue is handled, acknowledge it so it leaves the open list.
1

Select Acknowledge

On the card, select Acknowledge.
2

Add a note

In Note (optional), write what you did, for example “Called the customer back, issue resolved”. Notes can be up to 500 characters.
3

Confirm

Select Acknowledge. The call moves to the Acknowledged tab, and the badge count drops.
The Acknowledged tab shows who acknowledged each call, when, and their note.
Acknowledge this escalation dialog with the Note (optional) field filled in and the Acknowledge button

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Get notified

You choose notifications per team on the Notifications tab. You can also reach it from Settings > AI transcription > Open notifications. Each team you manage has its own card. Admins see every team. Supervisors see the teams they supervise.

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Email

Each person sets their own email alerts.
1

Open Notifications

Go to Insights > Escalations > Notifications.
2

Turn on email

On the team’s card, turn on Email me.
3

Pick a minimum severity

Choose High only, High and medium, or All, including low. The change saves right away.
By default, supervisors get emails for High escalations on their teams. Admins get no emails until they turn them on. If you get more than 10 escalation emails in an hour, the rest arrive together in one digest email.

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CoWork channels

Post escalated calls to a CoWork channel so the whole team sees them right away. Each post includes the call summary when it is ready.
1

Create a webhook in CoWork

In CoWork, open the channel menu > Integrations > Incoming webhooks. Create a webhook for the channel and copy its URL.
2

Add the channel in TalkChief

On the team’s card in Notifications, under Escalation alerts in CoWork channels, select Add channel.
3

Fill in the details

Enter a Name, for example “Support escalations”, and paste the Webhook URL. Under Post to this channel, choose the minimum severity.
4

Decide on customer numbers

Leave Show full customer numbers off to show only the last 4 digits. Turn it on only if everyone in the channel may see customer numbers.
5

Connect and test

Select Connect. Then select Send test to post a test message to the channel.
Escalations > Notifications tab, one team card with the Email me switch and 'High only' selector, and a connected CoWork channel row with a Working status, severity selector, on switch, Send test and Disconnect
Each channel row shows its status: To stop posting, turn the channel’s switch off, or select Disconnect. The channel and its messages stay in CoWork.
Keep the webhook URL private. Anyone who has it can post to the channel.

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Troubleshooting

Your role does not have access. Ask an admin.
Use an incoming webhook from your own company’s CoWork workspace.
Each team can have up to 10 channels. Disconnect one you no longer use.
Check that the webhook still exists in CoWork. If it was deleted, create a new one and connect it again.
Notifications are set per team. Ask an admin to make you a supervisor of a team.

Transcripts and summaries

Read the full call and its summary.

AI insights

Track escalation trends over time.

CoWork channels

Organize team conversations in CoWork.

AI transcription setup

Choose which calls are transcribed.