Automations
Before the customer escalates it for you.
An approaching target, an overdue promise, a third contact about the same thing. All predictable, and all better handled before the customer writes the message that starts with "this is the fourth time".
Triggered by the situation
Repeat contact, an ageing case, a promise past its time, a complaint from an at-risk account. Each is a specific condition rather than a general rule engine.
Escalation means a person, not a flag
Somebody named is told, and it is recorded that they were told. Raising a priority field and hoping is not escalation.
It stops when handled
An escalation that has been picked up does not keep firing. Alerts that repeat after somebody has acted are how teams learn to mute them.
Automations
The rest of this area.
Narrow, legible rules for the handful of things worth automating.
Routing rules
Billing to Finance, technical to the right team, VIPs to their owner.
Account alerts
Telling the account owner when their customer is in trouble.
Feedback follow-up
Negative feedback becomes a real follow-up, not a statistic.
Suggesting an incident
When several similar cases arrive together, propose grouping them.
Take better care of every customer.
Give your team the context, knowledge and AI they need to resolve problems properly — and know who needs attention before they ask.
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