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Version: 11.3.0

Escalate to Live Chat

When you turn on Escalate to Live Chat in HYPR Affirm, a requester who fails an automated step can still complete verification. At the end of the flow, Affirm places the requester in a chat and video session with an escalation approver, who reviews the results and decides.

Escalate to Live Chat step card with its on/off switch

Turn On Escalation​

The step card reads Requester will need to validate any step by live chat if validation fails. Escalation works together with the settings of each step. To turn it on:

  1. In the flow editor, turn on Escalate to Live Chat. Affirm adds Manager as the first escalation approver.
  2. On each step that should escalate, set Failure Outcome to Continue Workflow.
  3. On the same step, select Escalate to Live Chat.
  4. Under Approvers > Escalation Approvers, review the escalation approvers. See Approvers and Escalation Approvers.
  5. Click Save.

The following steps offer Escalate to Live Chat:

  • Phone Number / Email Verification
  • Location
  • Verified Credential
  • Document and Biometric Verification
  • Photo ID and Liveness Capture
  • Custom steps

When your tenant uses the Affirm Risk Policy Builder, escalation comes from the assigned Policy Evaluation Kit instead. In that case, Escalate to Live Chat must be on when the kit contains escalating rules.

When Escalation Fires​

Escalation fires in either of these cases:

  • A step with Escalate to Live Chat selected fails and the requester reaches that step's Retry Limit. The requester sees Verification Unsuccessful, continues through the remaining steps, and then enters the chat.
  • A rule in the assigned Policy Evaluation Kit escalates, for example on a risk signal; see Escalation Policy. A rule that escalates immediately sends the requester to the chat at once.

In the chat, the requester sees the same screen as in Approver Chat and Video, and the same data is collected. The requester waits for an escalation approver to join for the sum of the escalation chain's timeouts plus 5 minutes.

Interactions with Other Steps​

Turning on Escalate to Live Chat affects the rest of the flow as follows:

  • The workflow's Approver Assignment configuration shows the Escalation Approver Assignment while Escalate to Live Chat is on
  • Approver Chat and Video cannot be turned on as a separate step while Escalate to Live Chat is on, because the two would conflict over ownership of the chat session
  • Escalation approvers must be people; HYPR (automated approval) is not available for escalation