Escalation API - Decimal

When a customer needs a person, escalate their Chat API conversation. Decimal opens a ticket in your helpdesk with the transcript and an AI summary, and returns its ID.

Endpoint	Scope
Escalate to ticketing integration	`chat:escalate`

Before you escalate

Connect the helpdesk first: Plain, Pylon, Linear, Zendesk, or Salesforce.
The conversation must be completed.
Each conversation can be escalated once. A second call returns 409 with code conflict.

Request

integration, email, and name are required. The email and name are the customer’s, and go on the ticket.

curl -X POST https://api.getdecimal.ai/v0/chat/abc123/escalate \
  -H "Authorization: Bearer sk-de-..." \
  -H "Content-Type: application/json" \
  -H "Idempotency-Key: 0b8e2f4a-..." \
  -d '{
    "integration": "zendesk",
    "email": "jane@example.com",
    "name": "Jane Doe",
    "additional_fields": { "priority": "high", "tags": ["api"] }
  }'

Leave out title and summary and Decimal writes them from the conversation. additional_fields depends on the helpdesk:

Integration	Fields
`plain`	`label_type_ids`, `priority` (number)
`pylon`	`tags`, `priority` (`urgent`, `high`, `medium`, `low`), `escalation_type` (`internal`, `email`), `support_email_address`
`linear`	`team_id`, `project_id`, `label_ids`, `priority` (number)
`zendesk`	`tags`, `priority` (`urgent`, `high`, `normal`, `low`)
`salesforce`	`priority` (a value from your Case Priority picklist)

Response

{
  "success": true,
  "integration": "zendesk",
  "ticket_id": "48213",
  "ticket_url": "https://example.zendesk.com/agent/tickets/48213"
}

ticket_url isn’t returned for every helpdesk. Store ticket_id to look the ticket up later with the Tickets API.