Escalating a Message in Retention & Analysis

Purpose

You can “Escalate” a flagged message to the necessary contacts within your organization. You can add comments to an “Escalation” for auditing and communication purposes.

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.How to Escalate a Message in the R&A Dashboard:

1. Go to the Inbox on the R&A

2. Click on the message you want to escalate

3. Select “Escalate”

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5. 4. Select recipients and click “Save”

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Adding a Comment to an Escalation

1. Go to the “Escalations” tab in the R&A dashboard and click “View” next to the escalation you want to leave a comment on

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2. Enter your comment in the text box and click “Comment”

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3. Any comments added will appear in a thread below.

Note: You can “Escalate” to other recipients after the original escalation and also “Resolve” an escalation:

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4. When “Resolving” an escalation, you will have an opportunity to provide reasons for resolution:

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