Escalation process if match is not successful within set timeframe

Purpose

1. Automate escalation when a roommate match is not achieved within a predefined timeframe, ensuring user requests receive timely follow-up, maximizing customer satisfaction and operational efficiency.

2. Enables automated notifications, task hand-offs, and case escalations to higher support tiers or management without delay.

3. Maintains SLA compliance by automating checks and follow-up actions in roommate matching workflows.

4. Automates review points, escalation triggers, and resolution trackings for unresolved match requests, enabling automated interventions or manual review where required.

Trigger Conditions

1. Automated trigger when a roommate match record remains incomplete or unmatched beyond the SLA threshold (e.g., 48 hours).

2. Scheduled workflow checks using automation to detect pending matches periodically.

3. Change in match status or inactivity triggers escalation automation.

4. Automated flag if user inactivity prevents match completion (e.g., no login or message for set period).

5. Automatedly triggered by workflow timers, webhook alerts, or conditional logic blocks.

Platform Variants

1. Twilio SMS

• Feature/Setting: Automated SMS escalation
  
• Configuration: Use Twilio API 'Messages' endpoint to send SMS alert to escalations team when match timeout is reached.
  

2. SendGrid

• Feature/Setting: Automated email escalation
  
• Configuration: Use SendGrid API 'Mail Send' to automate email to support when workflow detects unmatched roommate requests.
  

3. Slack

• Feature/Setting: Automated channel or DM alert
  
• Configuration: Use Slack API 'chat.postMessage' to notify team channel or escalate to specific user.
  

4. Microsoft Teams

• Feature/Setting: Automated team notification
  
• Configuration: Use Teams API 'Send message in chat or channel' upon escalation trigger.
  

5. Zendesk

• Feature/Setting: Automated ticket escalation
  
• Configuration: Use Zendesk API 'Tickets: Update' to assign or escalate unresolved match case.
  

6. Salesforce

• Feature/Setting: Automated case escalation
  
• Configuration: Use Salesforce API 'Case Escalate' or workflow rules to escalate matching records.
  

7. HubSpot

• Feature/Setting: CRM workflow escalation
  
• Configuration: Use HubSpot Workflow 'Create Task' or 'Send Internal Notification' to escalate cases.
  

8. ServiceNow

• Feature/Setting: Automated incident escalation
  
• Configuration: Use ServiceNow API 'Incident' to modify priority or route escalations.
  

9. Jira Service Management

• Feature/Setting: Escalate to higher support tier
  
• Configuration: Use Jira API 'Create Issue' or 'Transition Issue' for escalations in workflow.
  

10. Google Workspace (Gmail)

• Feature/Setting: Automated email escalation
  
• Configuration: Use Gmail API to send automated escalation emails when match deadline passes.
  

11. Zoho CRM

• Feature/Setting: Automated workflow escalation
  
• Configuration: Use Zoho CRM Functions to assign follow-up tasks.
  

12. Freshdesk

• Feature/Setting: Automated ticket escalation
  
• Configuration: Use Freshdesk API 'Update Ticket' to change priority or assign to senior agent.
  

13. Trello

• Feature/Setting: Move card for escalation
  
• Configuration: Use Trello API 'Update Card' to move unmatched requests to escalation list.
  

14. Monday.com

• Feature/Setting: Automated board automation
  
• Configuration: Use Monday API 'Change Item Status' for overdue matches.
  

15. Asana

• Feature/Setting: Automated escalation task creation
  
• Configuration: Use Asana API 'Create Task' for escalations.
  

16. Intercom

• Feature/Setting: Automated conversation assignment
  
• Configuration: Use Intercom API 'Admin Assignment' for overdue matchmaking.
  

17. Pipedrive

• Feature/Setting: Automate activity assignment
  
• Configuration: Use Pipedrive API 'Activities' to automate escalation tasks.
  

18. Airtable

• Feature/Setting: Record status automation
  
• Configuration: Use Airtable Automations to flag and escalate stale requests.
  

19. Mailgun

• Feature/Setting: Automated email notification
  
• Configuration: Use Mailgun API 'Send Message' for escalation emails.
  

20. PagerDuty

• Feature/Setting: Automated incident escalation
  
• Configuration: Use PagerDuty API 'Create Incident' to notify on-call personnel.
  

Benefits

1. Increases automation by reducing manual follow-up for unresolved requests.

2. Automates escalation routines, improving SLA compliance and service quality.

3. Minimizes delays and human errors with automated monitors and triggers.

4. Supports multi-channel escalation (SMS, email, chat, tickets) through automation.

5. Centralizes escalation communications and actions for full workflow automation and transparency.