> ## Documentation Index
> Fetch the complete documentation index at: https://docs.talkchief.io/llms.txt
> Use this file to discover all available pages before exploring further.
# Review and acknowledge escalated calls in TalkChief
> See transcribed calls that need a supervisor, sorted by severity with reasons. Acknowledge them with a note and send alerts by email or to CoWork channels.
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](/ai/ai-transcription). Admins see escalations for the whole company. Supervisors see their own teams. Agents do not see escalations.
## Severity and reasons
Each escalated call has a severity and one or more reasons.
| Severity | Reasons |
| - | - |
| **High** | **Asked for a manager**, **Legal or public threat**, **Customer very upset** |
| **Medium** | **Member rude or dismissive**, **Wants to cancel, not resolved**, **Complaint not resolved**, **Repeat contact, not resolved**, **Upset customer, not resolved** |
| **Low** | **Hinted at wanting a manager**, **Mild threat**, **Upset customer, issue resolved**, **Problem raised and resolved** |
A call is **Low** only when it has no high or medium reason. Low calls are worth a look but rarely urgent.
## 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.
## Review an escalation
Go to **Insights** > **Escalations**. The **Open** tab lists calls that are waiting, newest first.
Use the severity filter to show **All severities**, **High**, **Medium**, or **Low**.
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.
Select **Open call**. The transcript drawer opens and scrolls to the escalation line, which is highlighted in red. See [Transcripts and summaries](/ai/transcripts-and-summaries).
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.
## Acknowledge an escalation
When the issue is handled, acknowledge it so it leaves the open list.
On the card, select **Acknowledge**.
In **Note (optional)**, write what you did, for example "Called the customer back, issue resolved". Notes can be up to 500 characters.
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.
## 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.
### Email
Each person sets their own email alerts.
Go to **Insights** > **Escalations** > **Notifications**.
On the team's card, turn on **Email me**.
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.
### 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.
In CoWork, open the channel menu > **Integrations** > **Incoming webhooks**. Create a webhook for the channel and copy its URL.
On the team's card in **Notifications**, under **Escalation alerts in CoWork channels**, select **Add channel**.
Enter a **Name**, for example "Support escalations", and paste the **Webhook URL**. Under **Post to this channel**, choose the minimum severity.
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.
Select **Connect**. Then select **Send test** to post a test message to the channel.
Each channel row shows its status:
| Status | Meaning |
| - | - |
| **Working** | Messages are posting |
| **Not used yet** | No escalation has been posted yet |
| **Check needed** | The last post had a problem. TalkChief keeps trying. |
| **Failing** | Posts are failing. Check the webhook in CoWork. |
| **Needs a new owner** | The person who added it no longer manages the team. Select **Take over** to turn it back on. |
| **Off** | You turned the channel off |
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.
## 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.
## Related
Read the full call and its summary.
Track escalation trends over time.
Organize team conversations in CoWork.
Choose which calls are transcribed.
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