Partners need the ability to define specific keywords or phrases that trigger escalation, and to prevent escalation on ambiguous or negative phrases (e.g., 'not urgent'). This would help avoid accidental escalations and ensure that only intentional requests (like a clear, agreed-upon keyword) result in escalation. Additional controls to specify which users or scenarios should bypass escalation would also improve workflow flexibility and reduce abuse. This feature would allow partners to tailor escalation logic to their team's needs, ensuring legitimate troubleshooting isn't interrupted and escalation is only triggered when truly intended.