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By the end of this guide, you’ll have chosen the person Cura turns to when a conversation needs a human — so urgent or tricky messages always reach the right pair of hands. Escalation is when your AI decides a conversation is better handled by a person and flags it. The escalation contact is the team member that flag points to. Setting one means no escalated conversation ever sits unowned.

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Before you begin

  • You need to be an admin to set the account-level contact, or an admin or workspace manager to set a workspace’s contact.
  • A workspace contact must be a member of that workspace, or an admin on the account.
  • The account-level contact must be an admin on the account — only admins can be the organization-wide fallback.
  • Decide whether you want one contact for the whole account, a per-workspace contact, or both.
Cura uses two levels of escalation contact:
  1. Workspace-level — the contact for one specific location, which takes precedence there.
  2. Account-level — a fallback for the whole organization, used when a workspace has no contact of its own.
1

Choose the level

Decide where this contact applies.
  • Account-level: a single point of contact across the whole organization — useful if one person oversees everything.
  • Workspace-level: a contact for one location. Set this when each branch has its own person who should handle escalations there.
2

Set a workspace escalation contact

For a per-location contact:
  • Open the workspace you want to set up.
  • Go to its settings and find the escalation contact option.
  • Choose the person from the workspace’s members (or an account admin).
  • Save. Escalated conversations in that workspace now point to them.
That workspace has an escalation contact.
The escalation contact selector in Cura's organization settings
3

Set an account escalation contact

For an organization-wide fallback:
  • Open your organization settings.
  • Choose the account escalation contact. This list only shows account admins — the organization-wide fallback must be an admin.
  • Save.
Your account has a fallback escalation contact.
A workspace contact takes precedence in that workspace. The account-level contact acts as the fallback where no workspace contact is set.
Choose someone who’s reliably reachable during business hours — and pair this with clear AI escalation rules so Cura knows when to hand off. See Getting started with Cura for setting those rules.

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How Cura chooses who to escalate to

When the AI escalates a conversation, Cura works down a fallback chain and assigns the first person it finds:
  1. The channel owner — whoever owns the channel the message came in on.
  2. The workspace escalation contact — or, if none is set, the first manager in that workspace.
  3. The account escalation contact — the organization-wide fallback (an admin).
  4. The first organization admin — so an escalation never ends up unowned.
Because of this chain, even a workspace with no contact set will still route escalations — to its first manager, then up to the account level. Setting an explicit contact just makes the destination predictable.

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Troubleshooting

  • The person I want isn’t in the list. For a workspace contact, Cura only lets you pick someone who is a member of that workspace or an account admin — add them to the workspace first (see Inviting team members). For the account-level contact, only admins appear.
  • Escalated conversations aren’t reaching anyone. Confirm a contact is set, and check your AI’s escalation rules so it knows when to escalate.