---
title: Escalation
description: Escalations notify you if a text isn’t resolved after a specific amount of time has passed. The notification comes as a message from your dashboard to your personal cell phone, so you can see which text needs to be answered.
---

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# Escalation

## Escalations notify you if a text isn’t resolved after a specific amount of time has passed. The notification comes as a message from your dashboard to your personal cell phone, so you can see which text needs to be answered.

**Note: **Escalated messages count toward your usage. Only **Administrators** and **Managers** can access **Escalation**.

![Escalation](https://help.textrequest.com/hs-fs/hubfs/Help%20Center/Escalation.png?width=670&height=482&name=Escalation.png)

#### **To enable Escalation:**

**1.** Go to **Escalation** under **Settings**.

**2.** Toggle **Escalation Status **to **Enabled**.

**3.** Enter the cell phone number you’d like messages to be forwarded to.

**4.** Enter the number of minutes you’d like to wait before forwarding unresolved messages (e.g. 5 or 10 minutes).

**5.** Click **Save**.

 

### Auto-resolve Escalated Messages

Check the box next to **Auto-resolve escalated messages **to enable a setting that will automatically resolve any messages that are escalated. This applies to all escalated messages, regardless of individual user Resolve on Send settings.

 

### **Escalation Best Practices**

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. Any replies will go back to your text number, **not the original sender of the message**. To reply directly to the sender, log in to your account and respond from the dashboard.

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

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