Escalation Response Message
When the AI escalates a guest's message to your team, it immediately sends a holding message to the guest so they know help is on the way. This page explains what that message is, how to customise it, and how to add variants for different languages.
Estimated time: 3 minutes
What the escalation response message does
The moment the AI decides to escalate a conversation, it sends a brief acknowledgement to the guest before creating the support case and notifying your team. This message serves two purposes: it tells the guest that a specialist will follow up, and it prevents the guest from thinking the conversation has gone silent.
Example message
"I've escalated your case to a specialist who will reach out shortly. Thank you for your patience."
How to configure the message
Open escalation settings
In the admin dashboard, go to Settings → Escalations → Escalation Response.
Edit an existing language variant
Each language variant appears as a card. Edit the text in the text area and click Save. The Save button is only active when the content has changed.
Add a new language variant
Click Add language variant at the bottom of the page. Select the language from the dropdown, write the message, and click Add.
Supported languages: English, Polish, German, French, Spanish, Italian, Ukrainian. Each language can only have one active variant.
How language matching works
When an escalation fires, the system checks the guest's locale (derived from their Hostaway reservation) and sends the matching language variant. If no variant exists for the guest's language, the English variant is used as a fallback.
Related articles
Escalation Handling
The full escalation flow — from AI detection to case resolution.
Escalation Cooldown
Prevent repeat escalations from follow-up messages after a case is resolved.
Escalations & Customer Support
Overview of escalation types, the inbox, and case management.
Slack Notifications for Escalations
Connect a Slack channel to receive real-time escalation alerts.