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Escalation: Keep Response Times Fast
The last thing you want is to miss a message from a customer who is trying to purchase or asking for help.
Here's how our Escalation feature can help.
Escalation Mini Guide
Escalations notify you if a text isn’t resolved after a custom amount of time has passed. The notification comes as a message from your dashboard to your personal cell phone, so you can see which text needs to be answered immediately.
This is useful if you're a manager who wants to make sure that all messages are responded to in a timely fashion.
To enable Escalation:
Go to the Escalation section under your Settings menu
Switch Escalation Status to "Enabled"
Enter the cell phone number you’d like messages to be forwarded to
Enter the number of minutes you’d like to wait before an Escalation sends
Select Save
Note that Escalated messages count toward your usage, and only your Administrators and Managers can access Escalations.
Read our in-depth Escalation guide here.
Escalation in Action
Bin There Dump That is a franchise that delivers residential-friendly dumpsters. Customers text them their initial request for the dumpster, where they want it dropped off, and when they’re ready for us to pick it back up.
Their team wants to ensure nothing ever falls through the cracks while they're out in the filed, so they have texts escalated if they're not answered right away. As a result, their overall number of repeat customers has increased.
Learn other ways their marketing team uses Text Request here.
