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How and When to Use Escalation

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Most people expect a response to their message within a few minutes, but sometimes things come up. You can't always respond immediately.

Escalation automatically forwards messages from your Queue to a cell phone if they haven’t been handled within a predetermined amount of time. Below we’ll cover how this works, how to turn it on and off, and recommendations for using it effectively.

Note, only Administrators and Managers can access Escalation. For more details, view our User Permissions page.

What does escalation do?

Escalation automatically forwards messages to a user’s cell phone. Messages are forwarded when left unresolved for a specified amount of time. You choose how long to wait before messages are forwarded. (For details on unresolved messages, view our Queue page.)

If a message comes into your Queue, and no one touches it for, say, 5 minutes, that message could be automatically forwarded to your cell phone, so that you can act on it. This enables you to handle all messages in a timely manner, whatever “timely” means to you.

How to Turn Escalation On

  1. Go to the Escalation tab of your Settings menu, and click Enable Escalation.
  2. Enter the cell phone number you’d like messages to be forwarded to.
  3. Enter the number of minutes you’d like to wait before forwarding unresolved messages (e.g. 5 or 10 minutes).
  4. Click Save.

How to Turn Escalation Off

  1. Go to the Escalations tab of your Settings menu option.
  2. Click Disable Escalation.

Recommendations for Using Escalation

Escalation is meant to be a failsafe to make sure you never mess a message. If you would normally respond to a message within a few minutes, you might want to set your escalation time lapse to 5 minutes, so that you’re notified if a message hasn’t been resolved within 5 minutes. If you normally handle messages within 10 minutes, you might want to set your time lapse to 10 minutes. Etc.

If you are often away from your desk, and want to use escalation to get notifications for new messages, you can set your time lapse to 1 minute. You can also use our iOS or Android app to get push notifications. Push notifications are instant, and don not require you logging into your account to respond to every new message.

Escalated messages should not necessarily be sent to the boss’s cell phone every time. Typically, you want escalated messages going to whomever will see them soonest and can act on them fastest. That person might be an intern or the owner, depending on the organization. We generally recommend escalated messages going to the person in charge of that text number.

Escalation only works for the text number it was set up under. If you have multiple text numbers under your account, you will need to turn on escalation for each.

Messages are escalated from your Text Request text number. That means any replies will go back to your text number, not the original sender of the message. To reply directly to the sender, login to your account and respond from the Queue.

Not all escalated messages have been neglected. It can take time to gather information needed to respond, or a message might not warrant a response. So it’s always good to check the message before jumping to conclusions.