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Escalation makes sure the right person knows when something cannot wait. Use it for late replies and important senders.

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Two common uses

  • Late reply alert. If a customer waits longer than your target, a manager gets an email.
  • Priority sender forwarding. Messages from key customers go straight to the person who owns that account.

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Examples

Late reply. Your target is two hours. A VIP customer has waited four. The rule emails the support manager, who steps in. Priority sender. Your biggest client writes. The rule forwards the message to their account manager with a short note, so it skips the general queue.

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Set it up

1

Create a rule

Open automation rules and start a new one.
2

Pick the trigger

For late replies, use a rule that checks after a delay. For priority senders, use a new incoming message.
3

Add conditions

Narrow it down. For example, only chats with the label “VIP”, or only messages from a specific contact. See labels.
4

Choose who to notify

Add the managers or team leads who should be alerted. You can pick more than one.
5

Publish

Save and turn the rule on.
Escalate in steps. Alert a team lead after two hours, and a manager after four.
Too many alerts get ignored. Only escalate what truly matters.
For flagging messages without leaving Risponse, see automated flagging.