Customer Escalation Workflow

What happens if an escalation needs to bounce between the owner and a specialist multiple times?

The workflow includes a built-in loop-back step that returns the case to the original owner for further work if the specialist or manager review doesn't confirm the fix. This can repeat as many times as needed until resolution is confirmed, with the status and history preserved at each pass. Nothing gets lost or restarted from scratch during these cycles.

Can this handle both high-severity and standard escalations differently?

Yes, the Route Based on Severity step automatically splits cases into different paths. High and critical cases get escalated to a specialist or manager and receive more frequent customer updates, while standard cases follow a lighter-touch path with the owner. You can adjust the severity thresholds and routing logic directly in assess.one to match your team's definitions.

What if we have multiple specialists or managers who could own an escalation?

The Assign Specialist and Assign Manager steps can be configured with your own assignment logic, such as round-robin, workload-based, or manual selection from a list. You set this up inside assess.one without needing developer support. Reassignment is also possible at any point if the initial owner isn't the right fit.

How long does it take to get this workflow live?

Publishing the template takes minutes, not weeks. Once published, your team can start creating escalation records and running the live process immediately, with no software installation or IT project required.

Who needs access to this workflow?

Frontline agents need access to create escalation records, owners and specialists/managers need access to update status and confirm fixes, and any team lead who wants visibility should have read access to track progress. Access levels and permissions are configured directly in assess.one and can be adjusted as your team structure changes.

Can we customise the customer update messages or timing?

Yes, both the Update Customer on Progress steps and the final confirmation email are fully editable within assess.one. You can change the wording, frequency, and triggers for standard versus high/critical cases without any external tools. Notification channels like email can also be configured directly in the platform.

What happens if the specialist or manager rejects the proposed fix?

The Route on Specialist/Manager Outcome step checks the review result and, if the fix isn't confirmed, automatically loops the case back to the owner for further work. This keeps the escalation moving without requiring manual reassignment or someone remembering to follow up. The cycle continues until the specialist or manager confirms the fix is correct.

Is there an approval step before an escalation is closed?

Yes, the workflow requires the owner to confirm resolution and, for high-severity cases, requires specialist or manager review and confirmation before the status moves to Resolved. This ensures no escalation closes without the right person signing off. The confirmation email to the customer only fires after this approval step is complete.

Can we track how long each escalation stays in each status?

Yes, because the workflow explicitly sets and persists status changes at each stage—Open, In Progress, and Resolved—assess.one maintains a timestamped record you can review. This gives you visibility into where escalations are bottlenecking, whether that's assignment, specialist review, or customer updates. You can use this data to refine severity thresholds or staffing over time.