How to configure auto escalate groups

After turning on Direct escalation, you should be able to set the direct escalation group or set escalation tags. Both are optional and the logic is as follows:

1. If none are set, all groups are directly escalated to admin group
2. If any of them are set, then the group must pass either one of the checks
   1. Whether it’s directly allowed in direct escalation groups
   2. Whether it’s tags match the requirement set by direct escalation tags.

The group does not have to pass both of them, any one of them is fine. For tags check, the usual AND between tag groups + OR for tags inside same group logic is applied.

How to configure telegram group auto tag

1. Go to https://admin.superintern.ai/dashboard/settings?tab=telegram

   

2. Click on Config

   

3. Enable auto tagging and add your desired prompt

How to configure telegram escalation target

Here we explain how you can configure where each group should be escalated to using tag system.

Inside the configuration drawer, telegram tab, now you can scroll down to here

1. For direct message tickets, you can set a target group. If not set, the default admin group is used

   

2. For other telegram groups, you can then add rules. Rules do have order so rule 1 > rule 2 > rule 3 and so on. Note that if no rules are configured or no rules are matched, the default admin group will be used.

   

3. After configuring the rules, you can then select a particular telegram group and test where tickets from that group will be escalated to.

   

Note: tags follow the usual and / or logic. And between tag groups and or inside the same tag group.