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Version: 11.5.0

Escalate to Live Chat

When Escalate to Live Chat is toggled on and an automated step fails its checks, the requester is immediately placed into a video and chat session with the escalation approver.

When escalation fires​

Common triggers:

  • The face match between the ID photo and the selfie fails
  • The document authentication does not come back clean
  • A configured risk signal fires (see Escalation Policy)

Interactions with other steps​

  • The Escalation Approver Assignment is visible in the workflow's Approver Assignment configuration when Escalate to Live Chat is enabled
  • Approver Chat and Video cannot be configured as a separate step when Escalate to Live Chat is enabled — they would conflict on chat-session ownership
  • When the workflow is not evaluated by a risk policy kit, at least one verification step must have its Escalate to Live Chat option enabled; otherwise the workflow cannot be saved
  • When the workflow is evaluated by a risk policy kit, Escalate to Live Chat can be enabled only if the kit includes Continue on failure (escalate) or Escalate immediately rules
  • If a step's failure outcome is set to Continue Workflow (Escalate to Live Chat) when risk policies are turned on, Escalate to Live Chat can't be turned off for the flow afterwards. Change those steps first; see Continue Workflow (Escalate to Live Chat).