Escalation Notifications are sent via email and text message when a message has beenunresolved for “x” minutes. These messages are for hotel managers only but can also be customized for agents.
Escalations are programmed differently at each hotel. The following are common ways to utilize Escalations:
- After 5 mins, a text message to the Front Desk Manager on Duty phone.
- After 10 mins, a text message to the Front Desk Supervisor
- After 20 mins, a text message to the General Manager
Email and SMS text notifications and escalation alerts for new guest requests can be sent to users immediately or based on a preset time parameter (ex - 10 minutes after a message is received and has not yet been responded to)
Email and SMS text alerts can be customized by:
- Timing of alert
- Users who receive alerts
To set up notifications, talk to your CSM or contact Support at Support@Revinate.com