š§ Step 1: Confirm Which Department Is Involved
The 1st step is to review the conversation where the issue occurred.
Identify which department was still in the conversation when the guest message arrived.
Only that departmentās escalation rules will apply to the message.
āļø Step 2: Check Escalation Rule Settings
Escalation rules can only be configured by your Location Admins or Brand Admins.
To verify or edit escalation settings:
Go to the Settings tab on the left panel.
Select Departments.
Click the department name identified in StepāÆ1.
Under Escalation Rules, you can set up two types of escalations:
Email Alerts ā Send notification emails to specific addresses you define.
Message Forwarding ā Automatically forward unresolved messages to another department.
ā ļø Step 3: Understand When Escalation Rules May Not Trigger
Even with correct settings, escalation may not trigger in certain cases, for example:
Scenario:
If a new department is added to a conversation that already has an unanswered message, and the old department is removed:
The escalation countdown stops for the removed department.
The new department does not start an escalation timer for that existing message.
The new departmentās timer will only start when the guest sends a new message.
ā Summary
If escalation doesnāt occur as expected:
Check which department was active when the guest message arrived.
Verify escalation settings under Settings ā Departments for that department.
Remember that escalation timers start only after the guest sends a new messageānot for existing ones when a department is newly added.