Customer support escalation system
Build intelligent support routing using assistants that escalate calls based on customer tier, issue complexity, and agent expertise.
Overview
Build an intelligent customer support escalation system that determines transfer destinations dynamically using customer tier analysis, issue complexity assessment, and real-time agent availability. This approach uses transfer tools with empty destinations and webhook servers for maximum escalation flexibility.
Agent Capabilities:
- Customer tier-based prioritization and routing
- Issue complexity analysis for specialist routing
- Real-time agent availability and expertise matching
- Intelligent escalation with context preservation
What You’ll Build:
- Transfer tool with dynamic escalation logic
- Assistant with intelligent support conversation flow
- Webhook server for escalation destination logic
- CRM integration for customer tier-based routing
Prerequisites
- A Vapi account
- Node.js or Python server environment
- (Optional) CRM or customer database for tier lookup
Scenario
We will build a customer support escalation system for TechCorp that intelligently routes support calls based on customer tier, issue complexity, and agent expertise in real-time.
1. Create a Dynamic Escalation Tool
Dashboard
TypeScript (Server SDK)
Python (Server SDK)
cURL
Create the escalation tool
- Click Create Tool
- Select Transfer Call as the tool type
- Set tool name:
Smart Support Escalation
- Important: Leave the destinations array empty - this creates a dynamic transfer tool
- Set function name:
escalateToSupport
- Add description:
Escalate calls to appropriate support specialists based on customer tier and issue complexity
Configure tool parameters
Add these parameters to help the assistant provide context:
issue_category
(string): Category of customer issue (technical, billing, account, product)complexity_level
(string): Issue complexity (basic, intermediate, advanced, critical)customer_context
(string): Relevant customer information for routingescalation_reason
(string): Why this needs escalation vs self-service
2. Create an Assistant with Smart Escalation
Dashboard
TypeScript (Server SDK)
Python (Server SDK)
cURL
Create assistant
- Navigate to Assistants in your dashboard
- Click Create Assistant
- Name:
TechCorp Support Assistant
- Add your dynamic escalation tool to the assistant’s tools
3. Build Escalation Logic Server
Node.js (Express)
Python (FastAPI)
4. Test Your Support Escalation System
Dashboard
TypeScript (Testing)
Python (Testing)
Create a phone number
- Navigate to Phone Numbers in your dashboard
- Click Create Phone Number
- Assign your support assistant to the number
- Configure any additional settings
Advanced Integration Examples
CRM Integration (Salesforce)
Issue Complexity Assessment
Agent Availability Checking
Error Handling Best Practices
Comprehensive Error Handling
Queue Management
Next Steps
You’ve built a sophisticated customer support escalation system using assistants! Consider these enhancements:
- Property management call routing - Explore the visual workflow approach
- Call Analysis - Analyze escalation patterns and optimize routing
- Custom Tools - Build additional tools for advanced support logic
- Webhooks - Learn more about webhook security and advanced event handling