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Escalate Case

The ESCALATE_CASE event is triggered whenever a case's isEscalated flag changes from false to true. This is a separate concept from the escalation records described in Add Case Escalation, Update Case Escalation, and Remove Case Escalation, and the two should not be confused: isEscalated is a single boolean on the case itself, not a record with a category, reason, or assignee.

This event fires when the flag is toggled on directly, and also the first time an escalation record is added to a case that wasn't already escalated. In the latter case, ADD_CASE_ESCALATION fires on the same case as well.

Different payload shape

This event's payload takes the form { case, activity, escalated }. There is no escalation object here, unlike ADD_CASE_ESCALATION, UPDATE_CASE_ESCALATION, or REMOVE_CASE_ESCALATION — integrations should not expect escalation record details on this event.

The exact shape of escalated.caller has not yet been confirmed against source and should be treated as opaque for now.

Attributes​

eventstring
The name of the event that was triggered. For this webhook, the value will always be `ESCALATE_CASE`.
payloadobject
The main object containing all data related to the event. Note: this is a distinct, smaller shape than the `ADD_CASE_ESCALATION` / `UPDATE_CASE_ESCALATION` / `REMOVE_CASE_ESCALATION` events — there is no `escalation` object here.
Show child attributes
escalatedobject
Describes the case-level escalation toggle that fired this event.
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caseIdstring<UUID>
The unique identifier of the case.
isEscalatedboolean
The case's `isEscalated` flag after this change. Always `true` for `ESCALATE_CASE`.
callerunknown
The user/context that triggered this change. Exact shape not verified against source at doc time — treat as opaque until confirmed.
caseobject
An object containing the full details of the case at the time of the event.
Show child attributes
idstring<UUID>
The unique identifier for the case.
typestring
The type or category of the case (e.g., "GLP").
titlestring
The title of the case.
statusstring
Allowed values:OPEN,ASSIGNED,IN_PROGRESS,APPROVED,REJECTED,NO_DECISION
The current status of the case.
shortIdstring
A short, human-readable identifier for the case.
createdAtstring<date-time>
The timestamp when the case was created.
updatedAtstring<date-time>
The timestamp when the case was last updated.
assignedAtstring<date-time>
The timestamp when an assignee was first added to the case.
inProgressAtstring<date-time>
The timestamp when the case status changed to "IN_PROGRESS".
closedAtstring<date-time>
The timestamp when the case was closed. null if still open.
isArchivedboolean
Indicates if the case is closed/archived.
isEscalatedboolean
Indicates if the case is escalated.
isImportedboolean
Indicates if the case is imported from outside.
referralCodestring
Indicates if user have any referralCode.
closedBystring
The unique identifier for the user that case mark close.
inProgressBystring
The unique identifier for the user which make case in InProgress.
organizationIdstring<UUID>
The unique identifier for the case belongs which organization.
archiveReasonstring
Allowed values:COMPLETE,INELIGIBLE
Indicates if the case is archived any reason status.
archiveNotestring
Indicates if the case is archived any reason for it, null if still open.
visitTypeVisitType
Allowed values:NO_SHOW,ASYNC_TEXT_EMAIL,SYNC_VIDEO,SYNC_PHONE,ORDER_FORM
productBundleIdstring<UUID>
The unique identifier for the case belongs which product bundle.
productBundleobject
Details about the product bundle associated with the case.
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namestring
Indicates case product bundle name.
submitterobject
An object containing the details of the user who submitted the case.
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idstring
The unique identifier of the submitter.
firstNamestring
The first name of the submitter.
lastNamestring
The last name of the submitter.
emailstring
The email address of the submitter.
dobstring<date-time>
The date of birth of the submitter in ISO 8601 format.
genderstring
The gender of the submitter (e.g., MALE, FEMALE, OTHER).
phoneNumberstring
The phone number of the submitter, including country code.
addressstring
The primary address line of the submitter.
address2string
The secondary address line of the submitter, if applicable.
citystring
The city of the submitter's address.
statestring
The state or province of the submitter's address.
postalCodestring
The postal code of the submitter's address.
activityobject
An object that describes the specific action that triggered this webhook.
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idstring<UUID>
The unique identifier for this activity log entry.
typestring
Allowed values:CREATE_CASE,CHANGE_CASE_STATUS,ADD_CASE_COMMENT,DELETE_CASE_COMMENT,ADD_CASE_DECISION,ARCHIVE_CASE,ESCALATE_CASE,DEESCALATE_CASE,ADD_CASE_ESCALATION,REMOVE_CASE_ESCALATION,UPDATE_CASE_ESCALATION,DECISION_DELETED,ADD_CASE_ATTACHMENT,ADD_CASE_ASSIGNEE,REMOVE_CASE_ASSIGNEE,IMPORT_CASE,ADD_FORM_RESPONSE,UPDATE_FORM_RESPONSE,ADD_HR_REP,REMOVE_HR_REP,DELETE_ATTACHMENT,FOLLOWUP_EMAIL,PAYMENT_ADDED,PAYMENT_COMPLETED,PAYMENT_DELETED,PAYMENT_UPDATED,ORDER_CREATED,TEXT_INFO,REOPEN_CASE,SMS_SENT,SMS_RECEIVED,INBOUND_EMAIL,OUTBOUND_EMAIL,FOLLOWUP_FORM,ORDER_STATUS_CHANGED,ORDER_TRACKING_ADDED,PAYMENT_INFO_LINK_SENT,ADD_PAYMENT_INFO_USING_LINK,CALENDAR_EVENT_CREATED,CALENDAR_EVENT_RESCHEDULED,CALENDAR_EVENT_CANCELED,CALENDAR_EVENT_NO_SHOW,CALENDAR_EVENT_NO_SHOW_REMOVED,SUPPORT_NOTE_ADDED,SUPPORT_NOTE_UPDATED,SUPPORT_NOTE_COMPLETED,COMMENT_ACKNOWLEDGED,NOTE_ACKNOWLEDGED,VISIT_TYPE_CHANGED,PAYMENT_PREAUTHORIZED,SUBSCRIPTION_ADDED,SUBSCRIPTION_ACTIVATED,SUBSCRIPTION_COMPLETED,SUBSCRIPTION_PAUSED,SUBSCRIPTION_RESUMED,SUBSCRIPTION_CANCELLED,SUBSCRIPTION_UPDATED,ADD_CASE_PRODUCT,CLOSE_CASE_PRODUCT,OPEN_CASE_PRODUCT
The type of activity.
isPHIboolean
Indicates if the activity contains Protected Health Information (PHI).
isRestrictedboolean
Indicates if the activity details are restricted to internal users due to sensitivity (for example, payment data).
valueBeforestring | null
The previous value before this activity, if any. For this event, usually `null`.
valueAfterstring | null
A short description of the result of the activity, such as `payment info has been added`.
timestampstring<date-time>
The exact timestamp when the activity occurred.
actorobject
The user who performed the action (i.e., who added the new assignee).
Show child attributes
idstring<UUID>
The ID of the actor.
firstNamestring
The first name of the actor.
lastNamestring
The last name of the actor.
emailstring
The email of the actor.
targetUserobject
The user who was the target of the action (i.e., the user who was assigned).
Show child attributes
idstring<UUID>
The ID of the assigned user.
firstNamestring
The first name of the assigned user.
lastNamestring
The last name of the assigned user.
emailstring
The email of the assigned user.

Response​

{
  "event": "ESCALATE_CASE",
  "payload": {
    "escalated": {
      "caseId": "ec7ebb4c-3a36-43bf-93f7-3c292020c281",
      "isEscalated": true,
      "caller": {}
    },
    "case": {
      "id": "ec7ebb4c-3a36-43bf-93f7-3c292020c281",
      "type": "GLP",
      "title": "Case for John Doe",
      "status": "IN_PROGRESS",
      "shortId": "ADA-C1HM17",
      "createdAt": "2025-08-05T08:51:38.903Z",
      "updatedAt": "2025-09-03T23:24:31.129Z",
      "assignedAt": "2025-08-06T18:04:26.412Z",
      "inProgressAt": "2025-09-03T22:56:27.563Z",
      "closedAt": null,
      "isArchived": false,
      "isEscalated": true,
      "isImported": false,
      "referralCode": null,
      "closedBy": null,
      "inProgressBy": "YaM948FdwiQa3Ek3GCnYsnZTTSW2",
      "organizationId": "652f45e9-eb17-4955-8197-4170e375327f",
      "archiveReason": null,
      "productBundle": {
        "name": "ORG-PRODUCT-BUNDLE-1"
      },
      "submitter": {
        "id": "WzvygANWTEcfsLlDW1K22WWS7dY2",
        "firstName": "John",
        "lastName": "Doe",
        "email": "john@example.com",
        "dob": "1998-12-17T00:00:00.000Z",
        "gender": "MALE",
        "phoneNumber": "+12286475628",
        "address": "1271 6th Avenue",
        "address2": "",
        "city": "New York",
        "state": "AK",
        "postalCode": "10020"
      }
    },
    "activity": {
      "id": "92d8h09f-a6ah-7f5c-b3aa-b6ad878125c3",
      "type": "ESCALATE_CASE",
      "isPHI": false,
      "isRestricted": false,
      "timestamp": "2025-09-03T23:24:31.127Z",
      "valueBefore": "false",
      "valueAfter": "true",
      "actor": {
        "id": "YaM948FdwiQa3Ek3GCnYsnZTTSW2",
        "firstName": "Alex",
        "lastName": "Johnson",
        "email": "alex@example.com"
      },
      "targetUser": null
    }
  }
}