📌 Feature Request: Ability for Agents to Escalate Calls via Form that Triggers Email Notifications

Summary:
Request to add a feature in RingCX that allows agents to escalate calls through a configurable form, which automatically sends an email notification to designated recipients (e.g., management or escalation teams).

Details / Business Need:

Current workflow requires TP Patient Experience Voice Queue agents to escalate calls to management using a “TP Escalations” form.

The form should automatically generate and send an email containing escalation details to predefined recipients.

This is critical for time-sensitive issues and improves communication between agents and management.

Problem Statement:
RingCX currently does not support out-of-the-box functionality for agents to submit an escalation form that triggers email notifications. Agents can only leave notes, which require manual review in reporting—causing delays in response and reduced visibility for management.

Proposed Solution:

Add the ability to configure an “Escalation Form” or “Escalation Action” within workflows.

The form should allow predefined fields (e.g., caller info, reason, agent notes).

Upon submission, the system should send a formatted email notification to a distribution list or specified recipients.

Use Case:

TP Patient Experience Voice Queue agents need to escalate patient concerns in real time.

Management must be notified instantly via email to act on escalations promptly.

Impact:

Faster escalation handling.

Improved communication and response time.

Better patient experience and operational visibility.

Workaround:
Agents currently add escalation details in call notes, which are reviewed manually via reporting. This is not efficient or real-time.