Automated escalation for non-responsive clients

Purpose

1.1. Automate escalation of follow-up messages to non-responsive lactation consulting clients to ensure continuity of care, maximize appointment scheduling, reduce revenue loss, and maintain compliance with healthcare communication standards.
1.2. Automatedly detect unresponsive clients after initial outreach and automatically trigger personalized reminders or escalation steps using omnichannel communication (SMS, email, phone, chat).
1.3. Automate the notification process internally for consultants, ensuring automated escalations reach supervisors or alternate contacts if clients repeatedly do not respond.
1.4. Streamline records for each escalation stage with automation, supporting compliance audits and quality assurance for therapy practices.

Trigger Conditions

2.1. Automator detects no response to initial outreach (define elapsed time, e.g., 48 hours).
2.2. Automate checks on unread or unclicked messages using platform APIs.
2.3. Automated escalation starts if two or more automated reminders receive no response.
2.4. Automator monitors calendar event status, missed appointments, or unconfirmed sessions.
2.5. Additional trigger: unread secure portal messages within a configurable window.

Platform Variants

3.1. Twilio SMS
• Feature/Setting: Automated messaging API with scheduled escalation; configure messagingServiceSid and webhook for no-response trigger.
3.2. SendGrid
• Feature/Setting: Automated email sequences using Marketing Campaigns API, enable click & open tracking webhooks.
3.3. Slack
• Feature/Setting: Webhook notifications to internal channels for automating escalation alerts, set channel and escalation mention.
3.4. Microsoft Teams
• Feature/Setting: Automate message posting via Incoming Webhook; configure for supervisor escalation messages.
3.5. Gmail API
• Feature/Setting: Automated follow-up draft creation and send if label:unanswered detected after interval.
3.6. Outlook 365
• Feature/Setting: Automate flagged message detection, trigger Teams and email escalations using Flow connector.
3.7. Salesforce Health Cloud
• Feature/Setting: Workflow rules for case escalation; automate task creation for unresponsive clients.
3.8. HubSpot
• Feature/Setting: Workflow automator for property “last contacted” logic; initiate escalation sequences by API.
3.9. Zapier
• Feature/Setting: Automate multi-step workflows for escalation across SMS, email, and CRM actions; configure response timeout.
3.10. Intercom
• Feature/Setting: Inbox automator bot for unanswered chat escalation, set up auto-assignment and alert rules.
3.11. Zendesk
• Feature/Setting: Automated ticket escalation triggers for open tickets; configure SLA-based automating.
3.12. Freshdesk
• Feature/Setting: Scenario automator for follow-up escalation rules; enable notification to team leads for unresponsive contacts.
3.13. Pipedrive
• Feature/Setting: Automate deal activity reminders, trigger escalation emails via API if no engagement detected.
3.14. WhatsApp Business API
• Feature/Setting: Automate template message escalation for unread sessions; set fallback to SMS if undelivered.
3.15. Facebook Messenger API
• Feature/Setting: Automate unread detection and trigger subsequent escalation messages through persistent menu or notification.
3.16. RingCentral
• Feature/Setting: Automate call or SMS escalation if text is unread, configure workflow for next escalation agent.
3.17. Asana
• Feature/Setting: Auto-create task for escalation when communication task marked “overdue”, notify assignee.
3.18. Monday.com
• Feature/Setting: Automate status column trigger for escalation automation, connect to messaging platforms for alert.
3.19. Aircall
• Feature/Setting: Automate missed call and voicemail status, trigger escalation SMS or email via integration.
3.20. DocuSign
• Feature/Setting: Reminders for unsigned lactation service agreements; automate secondary notification workflows via webhook.

Benefits

4.1. Automation reduces manual tracking and ensures every client is followed up in a timely, compliant manner.
4.2. Automated escalations enable fast intervention when clients are disengaged, reducing missed appointments and improving patient retention.
4.3. Automator increases workflow efficiency by centralizing escalation steps and automatedly assigning them to the team.
4.4. Automation standardizes communication escalation, improving quality of care and therapy outcomes.
4.5. Automating escalation records provides an auditable trail for regulatory and organizational oversight.