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 that escalated messages count toward your usage, and only Administrators and Managers can access Escalations.

 

How do you create an escalation?

1. Go to the Escalation section under your Settings menu, and select 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. Select Save

What are some 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. 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 dashboard.

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.