Overdue item escalation notifications

Purpose

1.1 Escalate overdue item returns for rental appliances to ensure asset recovery, minimize losses, and improve customer accountability.
1.2 Send real-time, multi-channel notifications to assigned escalators (managers/agents) when a rental item is overdue.
1.3 Log escalation events for audit, recovery, and compliance across organizational workflows.

Trigger Conditions

2.1 Rental return date/time has passed, and item status remains "Not Returned."
2.2 Grace period expired without customer action.
2.3 Trigger from an update in inventory/order management platform indicating overdue status.

Platform Variants

3.1 Twilio SMS
• Feature: Messaging API; send SMS alert to escalation team.
• Setting: Trigger POST to https://api.twilio.com/2010-04-01/Accounts/{AccountSid}/Messages.json with escalator's number, custom escalation text.

3.2 SendGrid
• Feature: Mail Send API; dispatch escalation email.
• Setting: POST to /v3/mail/send with "overdue item alert" content, escalator email in “to”.

3.3 Slack
• Feature: Incoming Webhooks; post escalation in relevant channel.
• Setting: POST to unique Slack webhook URL, message with item/order, customer name, and days overdue.

3.4 Microsoft Teams
• Feature: Incoming Webhook; auto-create escalation Message Card.
• Setting: POST JSON payload to Teams webhook URL with overdue details.

3.5 Zendesk
• Feature: Ticket Creation via API; open a ticket for asset recovery.
• Setting: POST /api/v2/tickets.json with type=problem, subject=Overdue Item Escalation.

3.6 Salesforce Service Cloud
• Feature: Case Management API; auto-create a case for escalators.
• Setting: POST to /services/data/vXX.X/sobjects/Case/ with subject, customer, rental ID, escalation reason.

3.7 Freshdesk
• Feature: Create Ticket API; route overdue case to appropriate agent group.
• Setting: POST /api/v2/tickets with status=escalated, priority=high, description.

3.8 HubSpot CRM
• Feature: Engagements API; log escalation task for assigned team member.
• Setting: POST /engagements/v1/engagements with "overdue" type and notes.

3.9 PagerDuty
• Feature: Events API; trigger incident for overdue item.
• Setting: POST to /v2/enqueue with escalation message, incident_priority.

3.10 ServiceNow
• Feature: Incidents API; generate incident for overdue.
• Setting: POST /api/now/table/incident with short_description, escalation reason.

3.11 Jira Service Management
• Feature: Issue Creation API; make overdue item recovery issue.
• Setting: POST /rest/api/3/issue with summary=Order Overdue Escalation.

3.12 Asana
• Feature: Task Creation API; assign recovery task to escalation queue.
• Setting: POST /api/1.0/tasks with name, project, assignee, escalation comment.

3.13 Monday.com
• Feature: Create Item Mutation; log escalation as item in board.
• Setting: GraphQL mutation create_item, set overdue context fields.

3.14 Trello
• Feature: Create Card API; make card in “Overdue” list.
• Setting: POST /1/cards with list ID, overdue context.

3.15 Intercom
• Feature: Conversation Creation API; message escalation team.
• Setting: POST /conversations with team, subject=Overdue Escalation.

3.16 Gmail
• Feature: SMTP/REST API; send internal escalation email.
• Setting: POST to /gmail/v1/users/me/messages/send with escalation subject, recipients.

3.17 Outlook 365
• Feature: SendMail API; notify escalators by email.
• Setting: POST /v1.0/me/sendMail with overdue notice body.

3.18 Notion
• Feature: Database Item Creation API; log escalation event.
• Setting: POST /v1/pages to relevant database w/ fields: Item, Order, Days Overdue.

3.19 Google Chat
• Feature: Webhooks; display escalation alert in escalation room.
• Setting: POST escalation message to webhook URL.

3.20 WhatsApp Business
• Feature: Cloud API; send direct escalation message.
• Setting: POST /v13.0//messages with manager’s mobile, alert message.

3.21 ClickSend
• Feature: REST API; trigger escalator SMS/voice message.
• Setting: POST /v3/sms/send or /v3/voice/send with escalation contact info and content.

3.22 Discord
• Feature: Webhook; post alert in escalation server channel.
• Setting: POST JSON to Discord webhook URL.

3.23 Zoho Desk
• Feature: Tickets API; create escalation incident.
• Setting: POST /api/v1/tickets with escalation reason, overdue info.

3.24 Airtable
• Feature: Record Creation API; add escalation to tracking table.
• Setting: POST /v0/{baseId}/{tableName} with escalation details.

Benefits

4.1 Speeds up overdue item recovery with rapid, multi-channel alerts.
4.2 Reduces risk of asset loss by escalating before additional delays occur.
4.3 Documents all escalation activity for transparency and auditability.
4.4 Integrates asset recovery into daily management workflows.
4.5 Ensures accountability by auto-notifying responsible staff and teams.