> ## Documentation Index > Fetch the complete documentation index at: https://docs.flowyte.com/llms.txt > Use this file to discover all available pages before exploring further. # Get an escalation > Fetch one escalation session. The `contextPackage` (the handoff bundle) is included ONLY when the requesting connector key is the CLAIMING owner; fetching it as the owner extends the activity-based lease. The bundle is free-form but typically carries `transcriptWindow` (recent turns), `completedActions` / `failedActions` (what the AI already did/attempted), and `verifiedIdentifiers` (identity the AI confirmed) so the human/agent starts fully in context. ## OpenAPI ````yaml /openapi.yaml get /escalations/{id} openapi: 3.1.0 info: title: Flowyte V2 Control-Plane REST API version: 1.0.0 description: >- The single REST API for the Flowyte platform (base path `/api/v1`). Authenticate every request with a secret API key — `Authorization: Bearer flowyte_sk_…` — and each operation lists the scope the key must hold. Successful responses use the `ApiResponse` envelope; list responses use cursor-based `PaginatedResponse`. Errors are RFC 9457 problem+json. Streaming endpoints return Server-Sent Events (`event:\ndata:\n\n`, terminating with `event: done`). contact: name: Flowyte Platform license: name: Proprietary servers: - url: /api/v1 description: Flowyte control-plane (versioned URI; additive in v1). security: - apiKey: [] tags: - name: Agents description: The single user-facing entity. - name: Support description: In-app "Get help" form → support inbox email. - name: Skills description: > Agent capabilities / tools. A skill is ONE atomic action — typically a single API call the agent makes in one step (look up an order, create a record, send a message, transfer the call). Use a skill when the task is a single step. When a task needs several details gathered across turns BEFORE acting, build a Playbook (which gathers the inputs and then calls skills) — see the Playbooks tag. - name: Integrations description: Native OAuth integrations. - name: Knowledge description: RAG knowledge sources & preview. - name: Playbooks description: > Multi-turn conversation scripts — a node graph (gather → confirm → branch) the agent follows to collect several inputs IN ORDER across turns before acting. Build a playbook when a single skill call isn't enough because the agent must gather MANY details first, or run a SEQUENCE of skills, before it can finish (e.g. take a full service request: gather the problem, address, and time, confirm, THEN file it; qualify a lead; a multi-step intake). A playbook does NOT call an integration itself — it owns the conversation and holds the state across turns; the actual action is performed by the SKILL(s) it gathers the inputs for. So a playbook ORCHESTRATES skills. Rule of thumb — one API call → a Skill; "gather N things in order, then submit" → a Playbook that drives the conversation and calls the skill(s) at the end. - name: Variables description: > The agent-wide interaction-variable registry — DERIVED at read time from the agent's playbooks and skills (collect slots, skill output bindings, {var} placeholders) and merged with a thin annotation overlay (notes, declared type hints, manual declarations). Read-only observation, NEVER a gate: it never validates a reference and never affects authoring, publish, or runtime behaviour. - name: Guardrails description: Deterministic guardrail policies & caller verification. - name: Numbers description: Phone numbers / DIDs. - name: SMS description: > SMS Hub — A2P 10DLC self-serve registration (brand + campaign), the free AI compliance review, per-number SMS enablement, and the consent/opt-out surface (suppressions, contacts, TCPA proof export). Texting is US-only; a number must be SMS-enabled and the org's 10DLC registration active before it can send. - name: Test description: Test, simulate, talk-token, probe. - name: Observe description: Post-call analytics, conversations, receipts, transcripts. - name: Billing description: Plans, wallet, usage, fixed phrases. - name: Voices description: Voice catalog. - name: ApiKeys description: Developer / API keys. - name: Webhooks description: Webhook endpoints & deliveries. - name: Records description: > Caller Context Store — pre-synced external records the agent greets a caller from, plus the learned object-type field registry. Fed by the Zapier app's Create/Update Record action and directly by this REST API; read at call time by the context_lookup skill (a sub-100ms local lookup, no Zapier round-trip). - name: AuditLogs description: API/key activity logs. - name: Chat description: Chat channel — sessions, messages, OpenAI-compatible, widget. - name: PublishableKeys description: Browser-safe, one-agent publishable keys. - name: Widget description: Embed widget config + snippet. - name: Uploads description: Multipart file uploads backing file_id params - name: Meta description: Platform metadata (language/SKU/tier capabilities). - name: Outbound description: > Outbound voice — contact lists (import + scrub) and campaigns (create, launch, pause/resume/cancel). Launch schedules one call attempt per valid contact; a background worker dials them. This release dials informational campaigns only. - name: OAuth2 description: > Flowyte's minimal OAuth2 authorization server. The Flowyte Zapier app is the first registered client. The authorization-code grant (confidential client, optional PKCE) issues org-scoped SERVICE tokens (flowyte_oat_…) that ride the SAME scope matrix as an sk key. The public authorize/token/revoke endpoints are served at the ORIGIN ROOT (NOT under /api/v1 — see each path's `servers` override); consent + disconnect are /api/v1. paths: /escalations/{id}: parameters: - name: id in: path required: true description: >- The escalation session id (from listEscalations or the escalation.* webhook). example: esc_9f21 schema: type: string get: tags: - Escalation summary: Get an escalation description: > Fetch one escalation session. The `contextPackage` (the handoff bundle) is included ONLY when the requesting connector key is the CLAIMING owner; fetching it as the owner extends the activity-based lease. The bundle is free-form but typically carries `transcriptWindow` (recent turns), `completedActions` / `failedActions` (what the AI already did/attempted), and `verifiedIdentifiers` (identity the AI confirmed) so the human/agent starts fully in context. operationId: getEscalation responses: '200': description: The escalation session. content: application/json: schema: $ref: '#/components/schemas/ApiResponse_EscalationSession' example: success: true data: id: esc_9f21 conversationId: conv_9d2f01 agentId: agt_4f9c2b7e10a24d51 destinationId: dest_7a2c channel: chat state: claimed reason: type: explicit_request summary: Visitor asked to speak with sales. isTest: false responseDeadlineAt: '2026-07-12T12:02:00.000Z' leaseExpiresAt: '2026-07-12T12:01:30.000Z' visitorLastSeq: 6 createdAt: '2026-07-12T12:00:00.000Z' updatedAt: '2026-07-12T12:00:40.000Z' contextPackage: transcriptWindow: - seq: 5 role: visitor text: Can I talk to a person about pricing? - seq: 6 role: agent text: Sure — connecting you to our sales team now. completedActions: - identity_verified failedActions: [] verifiedIdentifiers: email: visitor@example.com '401': $ref: '#/components/responses/Unauthorized' '403': $ref: '#/components/responses/Forbidden' '404': $ref: '#/components/responses/NotFound' security: - apiKey: - escalations:read components: schemas: ApiResponse_EscalationSession: allOf: - $ref: '#/components/schemas/ApiResponseBase' - type: object required: - data properties: data: $ref: '#/components/schemas/EscalationSession' ApiResponseBase: type: object required: - success properties: success: type: boolean message: type: string errors: type: array items: type: object required: - field - message properties: field: type: string message: type: string EscalationSession: type: object required: - id - conversationId - agentId - destinationId - channel - state - isTest - responseDeadlineAt - createdAt - updatedAt properties: id: type: string conversationId: type: string agentId: type: string destinationId: type: string channel: type: string enum: - chat - sms state: type: string enum: - requested - notified - claimed - active - resolved - returned - human_takeover - expired - fallback_started - fallback_completed - cancelled - claim_failed reason: $ref: '#/components/schemas/EscalationReason' isTest: type: boolean responseDeadlineAt: type: string format: date-time leaseExpiresAt: type: string format: date-time nullable: true visitorLastSeq: type: integer nullable: true createdAt: type: string format: date-time updatedAt: type: string format: date-time contextPackage: type: object additionalProperties: true description: >- The handoff bundle — present ONLY on a single-escalation GET to the claiming owner. resolution: type: object additionalProperties: true description: Present on a terminal state. ProblemDetails: description: RFC 9457 problem+json. type: object properties: type: type: string format: uri default: about:blank title: type: string status: type: integer detail: type: string instance: type: string code: type: string errors: type: array items: type: object properties: field: type: string message: type: string EscalationReason: type: object required: - type - summary properties: type: type: string summary: type: string confidence: type: number matchedRule: type: integer nullable: true responses: Unauthorized: description: Missing or invalid API key. headers: WWW-Authenticate: schema: type: string content: application/problem+json: schema: $ref: '#/components/schemas/ProblemDetails' Forbidden: description: Org mismatch / RLS / insufficient scope / origin not allowed. content: application/problem+json: schema: $ref: '#/components/schemas/ProblemDetails' NotFound: description: Resource not found in org scope. content: application/problem+json: schema: $ref: '#/components/schemas/ProblemDetails' securitySchemes: apiKey: type: oauth2 description: > Flowyte secret API key (`Authorization: Bearer flowyte_sk_live_…`). Scope-gated; is scoped to your organization — a key can never reach another tenant. The listed scopes in each operation's `apiKey` requirement are the scopes that key must hold. The `tokenUrl` is nominal: keys are minted in the dashboard. flows: clientCredentials: tokenUrl: /api/v1/api-keys scopes: agents:read: Read agents. agents:write: Create/update/delete agents, publish, rollback. knowledge:read: Read knowledge sources & preview. knowledge:write: Add/remove knowledge sources, uploads. skills:read: Read skills & skill-types. skills:write: Create/update/delete skills. playbooks:read: Read playbooks & graphs. playbooks:write: Create/update/delete playbooks & graphs. guardrails:read: Read guardrail policies & caller-verification. guardrails:write: Update guardrail policies & caller-verification. numbers:read: Read phone numbers / search availability. numbers:write: Purchase / assign / release numbers. sms:read: Read the org's SMS (10DLC) registration status and numbers. sms:write: Save/submit the 10DLC registration and toggle numbers for SMS. outbound:read: Read outbound contact lists and campaigns. outbound:write: >- Create/import contact lists, create/launch/pause/resume/cancel outbound campaigns, and enqueue single outbound calls. integrations:read: Read connected native integrations (status only — never tokens). integrations:write: Discover schemas, set data scoping, and disconnect a connection. integrations:connect: >- Connect a data source (submit credentials / begin OAuth) — a SEPARATE, higher-privilege scope because connecting INGESTS credentials and opens a new egress path; a discover/scope/author key need not carry it. records:read: >- Read the pre-synced Caller Context Store records and object-type field registry. records:write: >- Upsert / delete / bulk-import / purge caller-context records and edit type metadata. calls:read: Read conversations, receipts, transcripts, analytics. analytics:read: >- Read the Observe history list, per-agent analytics (the answer-rate summary), the raw knowledge-gap list, and the metric catalog + per-metric queries + metric drill-downs. analytics:write: >- Curate knowledge gaps (dismiss / mark in-progress). [M4 — reserved] dashboards:read: List and read saved Observe reporting dashboards. dashboards:write: >- Create, update (full-document replace), and delete Observe reporting dashboards. reports:read: List and read Observe scheduled reports (report schedules). reports:write: >- Create, update, and delete Observe scheduled reports (a delete stops a recurring digest). billing:read: Read plans, wallet, usage. audit:read: Read API/key activity logs. webhooks:write: Manage webhook endpoints. keys:write: Manage secret API keys. chat:read: Read chat sessions & messages. chat:write: Create chat sessions & send messages (server-side). widgets:read: Read widget config & embed snippet. widgets:write: Update widget config. pubkeys:read: Read publishable keys. pubkeys:write: Manage publishable keys. phone:read: >- Read Flowyte Phone config — settings, ring targets/queues + rosters, contacts, block-list, own presence. phone:write: >- Update Flowyte Phone config — settings, ring targets/queues + members, contacts, block-list. presence:write: Set your own softphone presence (available/away/dnd/…). team:read: Read the team — softphone seats and the team presence roster. team:write: >- Manage softphone seats — invite, update, and deactivate team members. escalation_destinations:read: Read external-agent (AI Harness) escalation destinations. escalation_destinations:write: >- Create, update, delete, and rotate the signing secret of escalation destinations. escalation_policies:read: Read an agent's escalation routing policy. [ — reserved] escalation_policies:write: Update an agent's escalation routing policy. [ — reserved] escalations:read: >- Read escalation sessions and their message history (connector). [ — reserved] escalations:claim: >- Claim an escalation session and extend its lease (connector). [ — reserved] escalations:respond: >- Post messages into a claimed escalation session (connector). [ — reserved] escalations:resolve: >- Resolve, return, or request human takeover of an escalation (connector). [ — reserved] ````