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Create An Escalation Policy

Create one policy for each repeatable decision point in an agent workflow. Use a stable key that reads like product code, for example orders.auth_doc.
  • Key: orders.auth_doc
  • Name: Order authorization document review
  • Queue: the team that owns the decision.
  • Reviewers: the users or roles allowed to decide.
  • Notifications: Slack channel, Slack DM, or email targets.
  • SLA: how long the reviewer has before timeout.
  • Default choice: the choice applied when the SLA expires.
Once the policy exists, agents can create escalations with an API key: See the quickstart for the complete SDK call and signed resume callback. Keep reviewer and notification rules in the policy instead of hard-coding them in the agent.