> ## Documentation Index
> Fetch the complete documentation index at: https://www.plain.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Escalation paths

> Set up structured escalation levels and assign threads to them using the Workflow Builder.

**Escalation paths** allow your team to define a set of levels, so that if a team member is stuck when resolving a thread, they have a predefined path to escalate it to the next relevant person or team.

This ensures standardized handoffs and gives every thread a clear path to resolution.

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  <img src="https://mintcdn.com/plain/esnLSCL6AbjPxXFS/public/images/escalation-paths-1.png?fit=max&auto=format&n=esnLSCL6AbjPxXFS&q=85&s=be46f18c204afd433751e0b6b6c11fa2" alt="Escalation paths in Plain" width="1238" height="646" data-path="public/images/escalation-paths-1.png" />
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## Configuration

Setting up escalation paths requires two steps:

1. Define the escalation path (name + levels) in Settings

2. Create a workflow in the Workflow Builder to assign threads to that path

### Adding an escalation path

1. Go to `Settings → Workflow → Escalation Paths`

2. Click "New Escalation Path"

3. Set a name and add your defined escalation levels

<Frame>
  <img src="https://mintcdn.com/plain/esnLSCL6AbjPxXFS/public/images/escalation-paths-2.png?fit=max&auto=format&n=esnLSCL6AbjPxXFS&q=85&s=40906c63fc2703a25742a4e4ca0016da" alt="Adding an escalation path in Plain" width="1444" height="1390" data-path="public/images/escalation-paths-2.png" />
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### Setting a thread to use an escalation path

1. Go to Workflows and create a new workflow or edit an existing one

2. Under **Actions**, pick **Set escalation path**

## Usage

### Escalating a thread

To escalate, click **More** at the bottom of the thread page, under the composer, then pick **Escalate**

### Changing or clearing the escalation path

To manually change which escalation path a thread uses, or to remove it entirely:

1. Press <kbd>⌘</kbd> + <kbd>K</kbd> to open the Command Palette

2. Search for **"Update Escalation Path"**

### Things to know

* When escalating, the currently assigned user is always unassigned

* The currently assigned team label is removed only if it is part of the escalation level being escalated from

* The current escalation level is evaluated at the moment of escalation. Manual user/team assignments can affect which level is considered "current"

## Example

At Plain, we use the following escalation path for product questions. It's assigned via a workflow that triggers on threads from `support@plain.com`:

1. Technical Support *(team)*

2. Engineering *(team)*

3. Staff Engineer *(user)*

4. Founders *(team)*

The workflow that sets this path uses a single condition step, "Support email equals [support@plain.com](mailto:support@plain.com)", followed by a **Set escalation path** action.