Webhook event: support.chat_escalated

When it fires

support.chat_escalated is emitted when a support chat is escalated to a human. A redelivery of the same occurrence carries the same event id.

If your endpoint does not return a 2xx within the timeout, delivery is retried on an exponential backoff schedule — see Webhook delivery and retries. Design your handler to be idempotent so a redelivered event is safe to process twice.

Example delivery

{
  "id": "evt_SUPP9Z",
  "type": "support.chat_escalated",
  "created": "2026-07-05T12:00:00Z",
  "livemode": true,
  "api_version": "2026-07-01",
  "data": {
    "object": {
      "id": "chat_5K8M1",
      "reason": "complex_query",
      "dept": "support"
    }
  }
}

Handling it

A common handler will notify your support queue if you mirror chats. Verify the signature, acknowledge with 200 within 10 seconds, then work asynchronously. Guard against out-of-order delivery using the created timestamp, and re-fetch the resource from the API if you need its live state.