# Conversation.escalated

URL: /business/events/Conversation.escalated · Id: `event:Conversation.escalated`

> Emitted each time a Conversation is escalated.

[Conversation.escalate](/business/nouns/conversation/escalate) emits `Conversation.escalated` when it completes on a [Conversation](/business/nouns/conversation).

| Property | Value |
| --- | --- |
| Emitted by | [Conversation.escalate](/business/nouns/conversation/escalate) |
| Noun | [Conversation](/business/nouns/conversation) |
| Wakes | None. |

### Payload
Each delivery is an [Event](/business/nouns/event) record. `data` holds what [Conversation.escalate](/business/nouns/conversation/escalate) returns.

| Field | Type | Required | Description |
| --- | --- | --- | --- |
| `name` | `string` | Yes | `Conversation.escalated`. |
| `at` | `datetime` | Yes | When it happened. |
| `seq` | `integer` | No | Its position in the namespace, one more than the Event before; any seq is a cursor into the history. |
| `data` | `json` | Yes | The Thing as the Action left it. |
| `data.conversation` | [Conversation](/business/nouns/conversation) | Yes | The Conversation, with its new Worker. |
| `data.conversation.subject` | `string` | No | What the Thread is about. |
| `data.conversation.answeredAt` | `datetime` | No | When a Worker last answered. |
| `data.conversation.firstAnsweredAt` | `datetime` | No | When a Worker first answered; set once, never overwritten. `answeredAt` keeps the last answer. |
| `data.conversation.respondBy` | `datetime` | No | When the first answer is due: Setting `support.firstResponseWithin` per Offer, default 4 business hours. |
| `data.conversation.status` | `string` | No | Open, waiting on the Customer, or resolved; computed from its answers, closes and reopens. |
| `data.conversation.resolvedAt` | `datetime` | No | When it was resolved; empty again when the resolution reverses. |
| `data.conversation.resolution` | `string` | No | How it was resolved: the Customer said so, or 72 hours passed after an answer with no reply. |

### Example
```json
{
  "$id": "https://api.sb/shiftnote.app/events/event_1",
  "$type": "Event",
  "name": "Conversation.escalated",
  "at": "2026-10-22T12:00:00Z",
  "data": {
    "conversation": {
      "$id": "https://api.sb/shiftnote.app/conversations/conversation_1",
      "$type": "Conversation",
      "subject": "Example subject",
      "answeredAt": "2026-10-22T12:00:00Z",
      "firstAnsweredAt": "2026-10-22T12:00:00Z",
      "respondBy": "2026-10-22T12:00:00Z",
      "status": "open",
      "resolvedAt": "2026-10-22T12:00:00Z",
      "resolution": "confirmed"
    }
  },
  "seq": 1
}
```