The Escalated to Agent condition element for Care Flow Automations filters cases by whether they’re escalated to Agent and by their Agent case status:
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Message is escalated to Agent
Filters messages that are escalated to Agent by their case status (select all that apply):-
Open
Filters Care cases that have an open case status in Agent. -
Closed
Filters Care cases that have a closed case status in Agent.
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Message is not escalated to Agent
Filters messages that are not escalated to Agent.