Glossary

What is Escalation Rules?

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.

InboxCentral supports multi-level escalation rules with configurable triggers, actions, and notification delivery across email, WhatsApp, and in-app alerts.

Related InboxCentral feature

Ticketing

Related terms

Conversation Routing

Automatically directing incoming conversations to the right agent or team.

SLA (Service Level Agreement)

A commitment defining response and resolution time targets for support.

See it in action

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