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Any team member can take a handover

Escalation operators no longer need a linked Telegram account, a handover alert can fall back to your data tables for contact details and extra columns, and you can write your own alert wording.

New

  • A fallback place to look a customer up. Handover alerts already carry the customer's name and number, but only when their contact record holds one — and if your real customer list lives in a data table that was never linked to a contact, that record is empty and the line was simply left out. An agent can now be pointed at that table instead: under Human Escalation on the agent's Settings tab, set a Fallback contact source, then choose which column holds the name and, optionally, which holds the phone number. When an escalation comes in and the contact record has nothing, KlicForge matches the customer against that table on their WhatsApp, Telegram, phone or email column and fills the alert in from what it finds. Available on Startup and above, like escalation itself. You can also pull up to five more columns from that same table — a policy number, a plan, a renewal date — onto the alert. See fallback contact source and extra columns in the alert.
  • Write your own handover alert. The alert an operator gets when an agent escalates used to be fixed: "Human support needed", then which agent, which channel, and the reason it gave. You can now replace any of it. Under Human Escalation, open Alert wording and fill in a Title, Heading, Sub-heading or Content — leave a field blank to keep its default. Type {{ in any of them to insert a value: the agent name, the channel, the reason and summary, the customer's name, phone and email, or any extra column you chose above. Useful when your team triages by something the standard alert doesn't lead with. See alert wording.

Changed

  • Telegram is no longer required to be an escalation operator. Picking who gets notified when an agent hands a conversation to a human used to be limited to team members who had linked a Telegram account, which meant a workspace with no Telegram bot could not use escalation at all. Every team member can now be selected. Each one is alerted in the Inbox by default, and the operator picker shows which routes reach each person — Telegram and Push appear alongside In-app for those who have set them up. Linking Telegram or enabling push notifications still adds a realtime route; neither is a prerequisite any more.
  • Dates read the way people write them. A date now appears as "Aug 31, 2026" rather than as the raw value stored in the table. That covers three places at once: a date column bound into a scheduled or audience message, the cells of a data table, and what an agent says back to a customer — an agent that read a due date out of a tool result used to sometimes repeat it verbatim.
  • Shared files can be up to 5 MB. The upload limit in Assets was 1 MB, which turned away ordinary photos and multi-page PDFs. It is now 5 MB.
  • WhatsApp header images are checked when you save. A template with an Image header accepts only JPEG and PNG — Meta refuses anything else. WebP and GIF upload fine and send fine on Telegram, so it was possible to attach one to a WhatsApp scheduled or audience message and only find out at send time, once per recipient. Those formats are no longer offered for a WhatsApp header, and attaching one is refused when you save the task. Attach a .jpg or .png instead.

Notes

  • Filters are unchanged. {{today}} and its variants still resolve to YYYY-MM-DD, because those match against the value stored in the column. Only what a reader sees is different.
  • The fallback lookup runs only when the contact record comes up short, or you've configured extra columns to include — nothing is copied into your contacts, and it fills in that one alert only. A table is offered only if it has a WhatsApp, Telegram, phone or email column, since without one there is nothing to match a customer against. A column already chosen as the Name or Phone field is not offered again as an extra, and an empty cell produces no line.
  • Custom alert wording appears in Telegram, email and Slack alerts. Mobile push alerts and the in-app bell are unchanged either way — they keep the standard wording and still carry no customer details at all, since push arrives on a lock screen, often in public. See KlicForge Inbox.