Automated
Manual agent step
Guaranteed outcome
Customer starts chatroutes to Tier 1
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Tier 1 agent decides to escalate
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Redundant handoff: either path applies the same tag
Path A (expected)
Agent applies the escalation macro
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Macro sets Group→Tier 2, Status→Open, tag, and a reply telling the customer email is coming next
OR
Path B (fallback)
Agent just changes the Group to Tier 2 (macro skipped/forgotten)
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Backstop trigger catches Group=Tier 2 + tag missing, applies the same tag/status/reply
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Tag escalated_to_tier2 is applied either way
this tag, not the macro, is the real source of truth downstream
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SLA clock starts · routed to Tier 2 queuecustomer sees nothing further here; they were already told in the reply above
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Tier 2 agent selects Email as the reply channelfrom here, the conversation continues natively via email · same ticket throughout