Detects sensitive community cases and routes them to the manager with context.
Activation complexity
Medium
Time to activate
10-14 days
Volume share
20-25% of role volume
Impact range
Under 10 minutes on sensitive cases
Inherited pricing
€0.30 – €1.00 per Community engagement handled
This capability shares the Community Manager's metered unit. A Community engagement handled is counted once at the role level regardless of which capability handled it. Adding this capability to an active deployment does not change the per-action price.
What this capability handles
Community Escalation scans community surfaces for sensitive signals — user-safety issues, sensitive topics, high-profile-member activity, coordinated patterns — attaches cross-platform context, and routes to the manager through the escalation taxonomy.
Workflow summary
Scans surfaces, detects sensitive signals, attaches context, routes to manager.
Stages
Decision logic
Uses sensitive-signal detection, taxonomy classification, and cross-platform context aggregation to decide auto-route, manager-ping, or on-call-escalate.
Systems and data
{"community platform","chat platform","case or ticket system",messaging}
{"post history","chat transcripts","user records","escalation taxonomy"}
Exceptions & human handoff
User-safety incidents, sensitive-topic posts, coordinated-pattern signals, and high-profile-member activity route to the manager or on-call.
User-safety signal, sensitive-topic flag, coordinated pattern, or high-profile-member activity.
Readiness
Escalation taxonomy agreed, platform connections current, on-call cover documented.
Owner on client side · Head of Community
Impact contribution
25-35% of role impact is escalation time compression and taxonomy fidelity.
Primary KPI · Escalation time · Under 10 minutes on sensitive cases
Capability-specific integrations
Beyond the Community Manager's base stack, this capability plugs into:
The chat opens with Community Manager and Community Escalation pre-selected. You can add other capabilities during the conversation.