Escalation Pathways allow your organization to control how calls to action are escalated when an action isn't taken. This ensures that the right people at your company get the right information at the right time in order to keep the request on track for quick resolution.

Here's how it all works.

In short, the Escalation Path is a systemic way of tapping in more people to make a decision the longer an approval waits.

There are three levels to the Escalation Path. The notifications will always start at the bottom level (Level 1) and move up.

The default path is based on the roles assigned to each user and goes Location Leaders → Area Leaders → Company Leaders.

Users with the Role(s) of Finance, Company Leader, and/or Technician Leader are, by default, able to edit the Escalation Path. This permission can be removed on their contact profile.

The only notifications impacted by the Escalation Path are direct calls to action for your team. These are Dispatch Approvals, Quote Approvals, and Post-Service Visit Follow Ups.

There are four requirements for the hierarchy:

Under the Customer Profile tab in your portal, you'll see the Escalation Paths at the top of the page.

If the default path isn't changed, any user with the role of Location Leader will receive the first notification when a call to action is made.

To keep the request moving forward, if the Location Leaders don’t respond to the call to action, the Area Leaders (Level 2) will be contacted for approval.

If the Area Leaders and Location Leaders do not respond to the call to action, the Company Leader (Level 3) will be contacted as a final attempt to attain approval.

Every time an escalation occurs, the users contacted in the previous step(s) will receive a reminder to take action.

Here's a visual of how the escalation path will work:

If you need to update the Escalation Path, click the pencil icon in the top right corner of the step you need to edit.

From here, you can update the hierarchy in a few ways:

If you want users with a different role to be contacted at the escalation step, you can do so with the following steps:

If you want just one user added to the Escalation Path, you can do so with the following steps:

Alternatively, if you still want a role-based group of people contacted at that step plus an additional user, you can do so by searching for the name of the user you want to add under the Additional Users section, checking the box next to their name, and clicking Save to set your changes live.

If you want all users of a Roles group to be contacted at a certain stage except for specific users, you can do so with the following steps:

If you receive an error code or your changes don't save, it's because the configuration requirements are not met. Remember, there are four rules that must be followed for the escalation path:

If there are specific needs for certain locations, you can create a Location Override escalation path.

Under the Default Escalation Path section, you'll see "Location Overrides." Click the "+ Add Location Override" button to create a new override.

Select what location you'd like to create the override for and edit it the same way as you would the Default Escalation Path.

Once a Location Override is saved, the users in that override will be contacted in the order you determined.

Users in the Escalation Path cannot opt out of call to action notifications. Every user in the hierarchy will need to be opted in for at least one delivery method for the following notifications:

These notification types are called out with the "Uses Escalation Path" tag.

If you're a user assigned to the Escalation Path and attempt to remove all notification delivery methods from one of the required notification types, you'll receive a pop up stating that at least one delivery method must be enabled.