Team and escalations
The Team and Escalations tabs on an agent’s Programs page decide who hears about it when the agent needs a person, and keep track of who is dealing with what. The agent decides when something needs the team; your colleagues handle it.
Team tab
Section titled “Team tab”The team is the list of colleagues told when the agent escalates or someone stops replying. Each row shows the member, what they get and can do in plain words (Everything, or e.g. Urgent + attention alerts; can message people), what they handle, the channel they are actually alerted on (e.g. WhatsApp on), which is a later one when their first choice cannot reach them, and Edit and Remove. Someone the agent follows can never join the team: they would receive everyone else’s alerts.
A Members | Recent alerts switch at the top shows one at a time. Members lists the team, then the Shared alert place and Add team member. Recent alerts lists the alerts and messages sent in your organisation’s name, each linking to the person it was about and to Escalations. A message held for someone’s quiet hours says Held for their quiet hours, until … and has Send now.
Adding a team member
Section titled “Adding a team member”Add team member asks how to Reach them on. Only the channels the agent has connected are offered:
| Choice | What you give | How alerts reach them |
|---|---|---|
| Their name and WhatsApp number | The first alert opens with your approved alert template; the full alert follows when they tap. | |
| Slack | A member chosen from the workspace (name optional) | A direct message from the agent’s Slack app. |
| Telegram | Their name | Add and make a Start link shows a one-use link to send them. They are on the team at once, marked Pending: waiting for them to press Start, and alerts reach them from then on. |
| Studio inbox only | Nothing | Send alerts to my Studio inbox: alerts land in your Studio Inbox and nobody is messaged. |
| Someone already here | Search by name or number | Someone the agent already knows, on the channel they use. |
Choose what they get and can do too (see below); a new member starts with everything. Adding a member records their consent to alerts on that channel.
Editing a member
Section titled “Editing a member”Edit opens their panel:
- Name.
- How they are reached — change their WhatsApp number, choose or change their Slack member, or link Telegram with a start link. Adding a way to reach them records their consent to alerts there.
- Alert them first on — the channel tried first. If that fails, the agent tries their other channels.
- What they get and can do, and Handles, then Save.
What a member gets and can do
Section titled “What a member gets and can do”When adding or editing a member, the What they get and can do card shows a plain summary; Change opens two lists of checkboxes, each with an Everything box, plus an Everything shortcut for both and Same as… to copy another member’s choices:
| Gets told about | Can do |
|---|---|
| Urgent alerts | See people and reports |
| Attention alerts | Message a person |
| Missed replies | Enroll people |
| New people enrolled | Pause, resume or end |
| Daily report | Edit details |
| Delivery failures | See full phone numbers |
| Manage the team | |
| Take and resolve escalations |
A new member starts with everything, and so does anyone added before these choices existed. Replies to a member’s own requests always reach them, whatever they get told about. The same lists apply in Studio and when they talk to the agent in chat (see Team commands in chat): a member who cannot do something is told so in plain words.
Handles is a short note in your words, e.g. medication questions, weekday mornings. The agent reads it to choose who to alert: it can address an escalation to the members whose handles fit, and alerts everyone who receives that kind when it does not. Empty means anything.
Shared alert place
Section titled “Shared alert place”A Slack channel the whole team watches can receive alerts too, besides each member. Search the workspace’s channels under Slack channel and Add one; a channel the app is not in yet says Invite the app first, so invite the agent’s Slack app there. If the channels cannot be listed, Type a channel ID instead (in Slack, under the channel’s name → About) with an optional Name. A shared place receives urgent alerts, attention alerts and missed replies.
It needs Slack connected on the agent.
Alerts
Section titled “Alerts”The agent raises an escalation with a severity:
| Severity | When | How it reads |
|---|---|---|
| Urgent (red) | The agent gave the person urgent instructions to get help now. | 🔴 before the reason; 🔴 Urgent in the Inbox. |
| Attention (yellow) | Anything else that needs a person. This is the default. | 🟡 Needs attention in the Inbox. |
A third kind comes from the platform rather than the agent: missed replies, when a person has not answered the last N steps of a journey (set on each step as Alert the team after).
Each member gets the kinds they receive, on their first channel, falling back to their others. On WhatsApp outside the 24-hour window an alert opens with your approved alert template (chosen under Settings → Channels → WhatsApp).
An urgent alert can be a phone call. A member alerted on Voice is phoned from the agent’s number; the agent reads the alert out and asks them to say yes or press 1 to confirm (the voice line’s After an urgent alert on a call wording, editable with its other lines). A call that is busy, unanswered, declined, or answered without a yes or a 1 sends the same alert at once on the member’s next alert channel.
An unopened urgent alert is sent again, once. If no team member has read an urgent alert on WhatsApp after 30 minutes, it goes out again to the whole team, starting 🔴 Reminder, not yet opened after 30 minutes, so a colleague can act when the first one is away from their phone. Read means WhatsApp’s own read receipt.
Quiet hours never hold alerts to the team.
Escalations tab
Section titled “Escalations tab”The queue of everything escalated, Open or Resolved. Each item shows its severity (Red, Yellow, Missed replies, or Nobody told when no one could be reached), the person (click to open their panel), the channel, the step if it came from one, the agent’s reason, when, and Unclaimed or Owner: …. Open conversation jumps to the conversation it came from.
- Claim makes you the owner, so colleagues see it is being handled. Team members can do the same from their own chat (see Team commands in chat).
- Resolve closes it and moves it to Resolved. Resolving also closes its Inbox item.
Escalations are recorded even when they come from a conversation outside any journey, or from someone the agent does not know yet.
In the Inbox
Section titled “In the Inbox”Every escalation also lands in the Studio Inbox, titled Needs your attention:
Team commands in chat
Section titled “Team commands in chat”A team member can work with the agent from their own chat on any channel they are reached on, within their permissions. They just ask in their own words; the agent uses these tools:
| Tool | What the team member can ask |
|---|---|
team_overview | A digest of everyone followed: their journey, day, status, last reply and last step’s outcome, recent alerts, and the next send. Or one person in detail. Phone numbers are masked; a member allowed to see them can ask for a number, which comes in a separate message. |
team_message_person | Send a person their message, word for word, on the person’s preferred or last-used channel. The agent shows a preview first and sends only after a yes. Inside the person’s quiet hours the message waits, and the preview says when it will arrive in the person’s local time; they can ask to send it now. |
team_update_person | Pause, resume or end someone’s follow-up, correct their start date, name, who answers for them, timezone or preferred channel. Previewed first, changed only after a yes. |
team_enroll_person | Enrol someone by WhatsApp number, Slack member, a Telegram start link, or as someone the agent already knows. Previewed first. |
team_escalation | Take an escalation (“I’ll handle Ion”) or mark it resolved (“done”), on the same record as the Escalations tab. Without a name it is the person in the latest alert they received. The colleagues who got that alert are told who took or resolved it. |
team_tell_member | Pass a team member’s words to a colleague (“tell the doctor to enrol Vasile”), signed with who asked. The colleague’s answer comes back in their own conversation and is passed on the same way. |
Whoever enrols someone by number or Slack member vouches for their consent; the welcome message goes out at once.