> ## Documentation Index
> Fetch the complete documentation index at: https://docs.risponse.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Automated escalation

> Alert managers in Risponse when a WhatsApp reply is late or a priority customer writes, using email alerts and message forwarding.

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

## 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.

## 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.

## 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](https://docs.risponse.com/features/labels.md).

**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.

> [!TIP]
>
> Escalate in steps. Alert a team lead after two hours, and a manager after four.

> [!WARNING]
>
> Too many alerts get ignored. Only escalate what truly matters.

> [!NOTE]
>
> For flagging messages without leaving Risponse, see [automated flagging](https://docs.risponse.com/automations/flagging.md).

## Related

* [Automated notifications](https://docs.risponse.com/automations/notifications.md)
* [Automated flagging](https://docs.risponse.com/automations/flagging.md)
* [Rule building blocks](https://docs.risponse.com/automations/components.md)


## Related topics

- [Automated flagging](https://docs.risponse.com/automations/flagging.md)
- [Automated notifications](https://docs.risponse.com/automations/notifications.md)
- [Automation rules overview](https://docs.risponse.com/automations/overview.md)
- [Automated ticketing](https://docs.risponse.com/automations/ticketing.md)
- [Automated replies](https://docs.risponse.com/automations/replies.md)


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