> ## Documentation Index > Fetch the complete documentation index at: https://docs.orbit.devotel.io/llms.txt > Use this file to discover all available pages before exploring further. # Escalate an agent conversation to a human > Hand an in-progress agent conversation to a live human operator by marking it as escalated. This is what the agent's transfer-to-human tool and the operator "Escalate" action call: it flips the conversation status, records the reason and category, attaches the AI transcript for whoever picks it up, fires the agent.handoff.requested and agent.conversation.ended webhooks, and — when the agent is configured for email delivery — forwards the transcript to the configured address. A conversation already in a terminal state returns 409. Requires an owner, admin, or developer role. ## OpenAPI ````yaml /openapi.yaml post /api/v1/agents/conversations/{conversationId}/escalate openapi: 3.1.0 info: title: Devotel CPaaS API description: Orbit by Devotel — Communications Platform as a Service API version: 1.0.0 contact: name: Devotel url: https://devotel.io email: support@devotel.io license: name: Proprietary servers: - url: https://api.orbit.devotel.io description: Production security: - Bearer: [] - ApiKey: [] tags: - name: Messages description: >- Send and manage messages across all channels (SMS, WhatsApp, RCS, Email, Viber, etc.) - name: Fax description: >- List and track fax (MMS/T.38) transmissions on Telnyx-backed fax numbers (sending flows through the Messaging API) - name: Agents description: AI agent creation, configuration, and execution - name: Voice description: Voice calls, IVR, conferencing, and SIP trunking - name: OnCall description: On-call rotations and escalation policy planning for incident alerting - name: Webhooks description: Webhook endpoint management and delivery logs - name: Numbers description: Phone number search, provisioning, and configuration - name: Brand Identity description: >- Unified cross-channel brand trust posture (10DLC, toll-free, WhatsApp, RCS, branded calling, number KYC) - name: Contacts description: Contact management, segmentation, and lifecycle tracking - name: Campaigns description: Marketing campaign orchestration and analytics - name: Flows description: Automation flow builder and execution engine - name: Templates description: Message template management and approval workflows - name: Settings description: Organization, channel, and user preference settings - name: Verify description: OTP generation and verification across channels - name: Push description: Push notification delivery via FCM and APNs - name: Integrations description: Third-party service connections and OAuth management - name: CDP description: >- Customer Data Platform — activation surface (CRM object sync, streaming destinations, ad-audience activation) - name: Files description: >- Server-to-server media upload, listing, retrieval, and deletion (signed-URL backed) - name: Commerce description: >- Omnichannel conversational-commerce — persistent cart + checkout state machine, channel-agnostic hosted pay-by-link, native WhatsApp checkout, and AP2-style agent payment mandates. - name: Sync description: >- Real-time shared-state primitive (Twilio Sync parity) — Documents, Maps, Lists, and ephemeral Streams, with change events relayed over the /api/v1/ws/sync WebSocket gateway - name: Risk description: >- Unified cross-channel Trust & Fraud risk scoring — fuses SMS-pumping, URL-reputation, Verify Fraud Guard, and Voice Biometrics signals into one composite verdict queryable before a send or a call. - name: Orby description: >- In-dashboard Orby operator assistant: streamed assistant turns, conversation threads, product knowledge-base search, and the tool-action approval gate. Available to signed-in operators only (dashboard session auth — API-key requests are rejected). paths: /api/v1/agents/conversations/{conversationId}/escalate: post: tags: - Agents summary: Escalate an agent conversation to a human description: >- Hand an in-progress agent conversation to a live human operator by marking it as escalated. This is what the agent's transfer-to-human tool and the operator "Escalate" action call: it flips the conversation status, records the reason and category, attaches the AI transcript for whoever picks it up, fires the agent.handoff.requested and agent.conversation.ended webhooks, and — when the agent is configured for email delivery — forwards the transcript to the configured address. A conversation already in a terminal state returns 409. Requires an owner, admin, or developer role. parameters: - schema: type: string in: path name: conversationId required: true description: Agent conversation identifier. requestBody: required: false content: application/json: schema: type: object properties: reason: type: string maxLength: 1000 description: >- Free-text reason shown to the operator who receives the handoff. reason_category: type: string enum: - cant_understand - policy_block - customer_request - tool_failed - escalation_threshold - manual description: >- Machine-readable handoff category for analytics. Inferred from the reason when omitted. example: reason: Customer asked to speak to a person about a billing dispute reason_category: customer_request responses: '200': description: The conversation was escalated to a human content: application/json: schema: type: object properties: data: type: object properties: conversation_id: type: string status: type: string enum: - escalated reason: type: string example: conversation_id: conv_8b21d0 status: escalated reason: Customer requested human agent meta: $ref: '#/components/schemas/ResponseMeta' '409': description: The conversation is in a terminal state and cannot be re-escalated. components: schemas: ResponseMeta: type: object required: - request_id - timestamp additionalProperties: false properties: request_id: type: string description: Unique request identifier (also returned as X-Request-Id header) timestamp: type: string format: date-time docs_url: type: string format: uri nullable: true securitySchemes: Bearer: type: http scheme: bearer bearerFormat: JWT description: Dashboard JWT token from Clerk ApiKey: type: apiKey name: X-API-Key in: header description: Server-to-server API key (dv_live_sk_*) ````