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

Related

• Approvers and Escalation Approvers — escalation approver chain
• Escalation Policy — risk-signal-driven escalation policy
• Approver Chat and Video — non-escalation chat step
• Configure Verification Steps — table of all verification steps