Automated triggers that escalate conversations when SLAs are at risk.
Escalation rules are automated conditions that trigger actions — such as reassigning a conversation, notifying a manager, or changing priority — when predefined thresholds are breached, typically related to response time or resolution time SLAs.
Escalation rules follow a tiered model: Level 1 (agent reminder), Level 2 (team lead notification), Level 3 (manager alert with auto-reassignment). Each level has configurable triggers, actions, and notification channels. Effective escalation prevents SLA breaches and ensures critical issues get senior attention.
Lodgestory supports multi-level escalation rules with configurable triggers, actions, and notification delivery across email, WhatsApp, and in-app alerts.
Connect a channel and see it run on your own conversations today.