Escalating threads

Move a thread up an escalation path, or set which path it follows.

An escalation path is a configured sequence of users or label-type owners that a thread escalates through when no-one is responding in time. Escalation paths themselves are configured in the Plain app under Settings → Escalation paths.

For TypeScript, the GraphQL SDK gives you a fully typed client for these operations.

The API lets you trigger an escalation programmatically and change which escalation path a thread is on.

These operations require the following permissions:

• thread:edit

Escalate a thread

escalateThread advances the thread to the next step in its current escalation path. If the thread doesn’t have an escalation path attached, the call returns an error.

Mutation

mutation escalateThread($input: EscalateThreadInput!) {
  escalateThread(input: $input) {
    thread {
      id
      assignedTo {
        __typename
        ... on User {
          id
          fullName
        }
      }
    }
    error {
      message
      type
      code
      fields {
        field
        message
        type
      }
    }
  }
}

Variables

{
  "input": {
    "threadId": "th_01H8H46YPB2S4MAJM382FG9423"
  }
}

Change the escalation path

Attach a thread to a specific escalation path (or pass escalationPathId: null to detach it).

Mutation

mutation updateThreadEscalationPath($input: UpdateThreadEscalationPathInput!) {
  updateThreadEscalationPath(input: $input) {
    thread {
      id
    }
    error {
      message
      type
      code
      fields {
        field
        message
        type
      }
    }
  }
}

Variables

{
  "input": {
    "threadId": "th_01H8H46YPB2S4MAJM382FG9423",
    "escalationPathId": "ep_01HXXXXXXXXXXXXXXXXXXXXXXX"
  }
}