Escalation Channels

Where to Find This

Location: Account → General → Scroll to Escalation Policy section

What is Escalation Policy?

Configure how you want non-lead management related stuff to be handled.

When agents can't resolve a customer issue, they click "Escalate". This setting controls which emails receive those escalated issues.

There are 3 categories:

I Want to Add Recipients to a Category

1. Go to Account → General
2. Find Escalation Policy section
3. Click the field under the category (Service, Accounting, or Other)
4. Type the email address
5. Press Enter - email appears as a tag
6. Click Done

I Want Different People for Different Issues

That's exactly what the categories are for:

Example setup:

• Service → customersupport@company.com
• Accounting → billing@company.com
• Other → manager@company.com

When an agent escalates, they pick a category, and it goes to the right team.

I Want to Add Multiple Emails to One Category

1. Click the category field
2. Type first email → Press Enter
3. Type second email → Press Enter
4. Repeat
5. Click Done

All added emails will receive escalations for that category.

I Want to Remove a Recipient

1. Find the email tag in the category field
2. Click the X on the tag
3. Click Done

Modal Buttons

Quick Tips

• ✅ Add at least one email to each category - If empty, escalations get lost
• ✅ Add a backup person - So escalations don't wait when main person is out
• ✅ Use team emails - Like billing@ instead of personal emails
• ❌ Don't put the same email in all categories - That defeats the purpose

Related Settings

Need to set up appointment notifications? → Notification Emails

Setting up for the first time? → First-Time Email Setup