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Beginner8 min

Escalation Alerts Setup

Get notified when escalation rates spike or CSAT drops.

Setting Up Escalation Alerts

Get notified instantly when escalation rates spike so you can investigate and respond before it impacts customer satisfaction at scale.

Alert Types

Threshold Alerts

Trigger when escalation rate exceeds X% (e.g., alert if > 25%)

Spike Alerts

Trigger on sudden increases vs. baseline (e.g., 50% higher than average)

CSAT Drop Alerts

Trigger when CSAT falls below target (e.g., alert if < 3.8)

Topic-Specific Alerts

Monitor specific topics like "billing" or "refunds" separately

Configuring Alerts

  1. Go to Alerts → Create Alert
  2. Choose alert type (threshold, spike, or CSAT)
  3. Set your threshold or sensitivity level
  4. Choose notification channels (email, Slack, webhook)
  5. Add team members to notify
  6. Save and test the alert

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