Care Escalated to Agent Condition

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:

• 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.

• Message is not escalated to Agent
  Filters messages that are not escalated to Agent.