Does Atender have an escalation feature?

No. Atender has no separate “escalate” verb, escalation queue, or dedicated escalation feature — reassigning a conversation to a different team is escalation. Some teams call it escalation, Atender calls it assignment; both mean the same thing: moving the conversation to another team.

Escalate manually with Assign

Any agent can push a conversation to a more senior team from the conversation panel:

1. Open the conversation.
2. Click the team assignee (or the Assign button if unassigned).
3. Type # plus the team name to filter teams — e.g. #Tier 2 — and pick the target team.
4. Confirm.

This is the human-driven path: the frontline agent decides what gets pushed up. Train your agents on when to reassign, and the escalation model works with no extra configuration.

Escalate automatically with a rule

For rule-driven escalation, create an automation rule in Settings → Automation Rules whose action is Assign team. Common triggers:

• Tag Added — a tag like billing (applied manually or by AI auto-tagging) routes the conversation to a specialist team. See the tiered support recipe for exact field values.
• SLA breach — route at-risk conversations to senior agents. See Escalate SLA breaches to senior agents.

Verify it worked

After reassigning (manually or via rule), the conversation appears in the target team’s queue, and the conversation history shows the assignment change — for rule-driven moves, there is an entry showing the rule fired.

See also

• Set up a tiered support team — the full escalation-by-teams pattern
• What are Teams?
• What are Automations?