Presence-aware escalation

When an agent needs a human and the primary contact does not answer, FluxyChat walks an escalation chain and nudges the next online member in the room.

Start a watch

POST /rooms/{roomId}/presence-escalation
Authorization: Bearer <jwt>

{
  "escalationChain": ["tier1_user", "tier2_user", "manager_user"],
  "awaitingUserId": "tier1_user",
  "nudgeIntervalSeconds": 300
}

Cron tick

Every five minutes (webhook flush cron), the Worker runs tickPresenceEscalations. Online users are read from room presence (fetchAggregatedRoomLive). Each nudge emits:

• WebSocket server_event named presence_escalation.nudge
• Audit event presence_escalation.nudged

Manual tick (admin):

POST /presence-escalation/tick

Human responds

Any message in the room from a chain participant auto-resolves the watch (REST POST /messages path). Or call:

POST /rooms/{roomId}/presence-escalation/resolve

Dashboard

Configure chains from Agent queue and room settings. Pair with Presence knock template.