While the user reply option isn't supposed to be used for reporting crime, it's important that if a user does report a serious problem, these issues can be escalated and dealt with properly.
The Escalation feature can be used to detect certain key words in an alert and then automatically assign the replies to a specified team.
To access the feature, click on the 'site configuration' icon then 'Escalation Setup'.
From here, you can edit the words that will cause an alert to be escalated. You can also select the team that the alert will be escalated to. When this happens, this team will receive a notification including the words that caused the escalation; they will then be responsible for dealing with the alert's replies.
When a Team is assigned an escalated reply, the email notification they receive will include the text of that reply, highlighting those words that have been detected.
Comments
0 comments
Article is closed for comments.