🧭 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 department’s escalation rules will apply to the message.
⚙️ Step 2: Check Escalation Rule Settings
Escalation rules can only be configured by your Location Admins or Brand Admins.In addition to being configured, response times for escalations are measured in a way that assigns all waiting time to the department that ultimately responds first. This ensures delays caused by forwarding or escalation are transparently attributed.
To verify or edit escalation settings:
Go to the Settings tab on the left panel.
Select Departments.
Click the department name identified in Step 1. For example, specifying escalation conditions at this step ensures that unresolved messages are forwarded according to predefined rules, minimizing delays and improving response efficiency.
Under Escalation Rules, you can set up two types of escalations:
Email Alerts – Send notification emails to specific addresses you define.
Message Forwarding – Automatically forward unresolved messages to another department. Effective implementation of these escalation rules also helps align reporting metrics, such as ensuring that escalation-related totals match the historical conversation overview.
Measuring Response Times
In AXP, the department that sends the first reply inherits all waiting times, ensuring complete accountability for response efficiency. This approach highlights any delays due to escalation or message forwarding, providing a transparent view of departmental performance.
⚠️ 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 department’s timer will only start when the guest sends a new message.
✅ Summary
If escalation doesn’t occur as expected:
Check which department was active when the guest message arrived.
Verify escalation settings under Settings → Departments for that department.
Remember that escalation timers start only after the guest sends a new message—not for existing ones when a department is newly added.