Escalation

Broadcast an escalation to the entire space. The escalation instantly appears as a pop-up on every user's screen, ensuring reliable communication for urgent matters or situations that require a quick response. You can add a custom message to the pop-up and also send individual notifications to specific users.

 

Applicable Service

ovice Contact Center

 

Starting an Escalation

1. Click "Escalation" in the control toolbar.

The Escalation button in the control toolbar.

2. (Optional) Enter a message.

If you don't enter a message, only a hand icon will be displayed. If you do, both the hand icon and your message will appear in a pop-up over your avatar. This pop-up is visible to everyone in the space.

▼ No Message ▼ With Message ▼ Hovering over the message
An escalation pop-up without a message. An escalation pop-up with a message. The full message is displayed on hover.
  • The message can be up to 50 characters long. Line breaks will not be displayed.
  • Clicking the message input field will show your 5 most recent messages, which you can reuse.
スクリーンショット 2025-06-26 16.44.46.png

3. Choose whether to "Notify users in the space."

Off Sends a yellow pop-up escalation. It will be visible to everyone in the space. A yellow escalation pop-up.
On Sends a red pop-up escalation. In addition to being visible to everyone, selected users will receive a notification with a sound alert. A red escalation pop-up that sends notifications.

 

4. Select the users/groups to notify.

If you chose to "Notify," you'll need to specify the recipients. Select users or mention groups from the dropdown menu, or type "@" to search.
Recipient Types

5. Click "Execute".

 

Ending an Escalation

The escalation will remain active until you end it. To stop it, perform one of the following actions:

  • Click the "Escalation" button in the control toolbar again.

The active Escalation button in the control toolbar.

  • Enter a meeting room
  • Set your status to away
  • Leave the space

 

Responding to an Escalation

Notified users can choose an action from the pop-up they receive.

Approach

Moves your avatar next to the user who started the escalation. This option is not available inside meeting rooms.

A GIF demonstrating the 'Approach' feature.

Chat Starts a mention chat with the user who initiated the escalation.

 

Regardless of notifications, any escalation is visible to all users in the space. Anyone can hover over the pop-up to read the full message and start a conversation if needed.
Communicating with Your Teammates

A GIF demonstrating hovering over an escalation to see the message.

 

Tips

Any user can start or view an escalation, regardless of their permission level.

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