SMS SLA Escalation (to managers)
A function that automatically escalates a text message to an assigned user that has gone unanswered/unassigned for a given amount of time (for us 15 minutes). This is helpful because desktop text notifications do not persist until it is answered and there is no 'new' text message bubble counter for shared text inboxes.
2
votes
Crystal
shared this idea
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William
commented
This could be a very handy feature to help us address instances in which a text is not answered within the timeframe expected.