Keeping your team ahead of potential issues is key to delivering exceptional customer support.

That’s why, for Day 5 of Periskope’s Launch Week 7, we’re thrilled to unveil Automated Escalations & Notifications—a feature designed to ensure no inquiry goes unresolved and every high-priority issue gets the attention it deserves.

How Automated Escalations & Notifications Work

This feature empowers your team to stay on top of critical messages and unresolved issues with smart, automated workflows:

• Escalate Unresolved Messages: If a message flagged by an agent remains unresolved for X minutes, it’s automatically escalated to a supervisor. Additionally, an email alert is sent to ensure swift action.

• Flag High-Priority Messages: Messages from VIP customers or those containing terms like "urgent" are immediately flagged. Notifications are then sent to the assigned agent via email or WhatsApp for prompt handling.

• After-Hours Escalations: For messages containing "emergency" that arrive outside business hours, an SMS or email alert is sent to the on-call manager, ensuring no critical issue is missed.

Interested? Read our blog on steps to setup automated escalations: Here

This concludes our biggest launch week yet at Periskope! We hope you find the ability to set up automated rules for replies, tickets, and notifications helpful in simplifying your processes and boosting your team’s productivity.