Escalation notifications are not arriving

Missing escalation notifications are a serious operational issue. When the AI escalates a conversation to your team and no one gets notified, urgent guest situations go unaddressed. Work through this checklist if you discover that escalations have been firing but team members are not receiving the alerts.

Step 1: Verify team members are on the escalation list

Go to Settings > Emergency Escalation and confirm that the correct team members are in the escalation chain with accurate phone numbers. A common issue is that the escalation list was set up when the account was created and has never been updated as team members changed. If the person on the escalation list has left the company, their number is no longer monitored.

Step 2: Check notification preferences

Emergency escalations should always notify regardless of standard notification preferences, but verify in the team member's notification settings that escalations are not accidentally turned off. Go to Settings > Team > [team member] > Notifications and ensure Emergency escalation notifications are set to Always.

Step 3: Verify phone numbers are correct

Escalation SMS go to the phone number on each team member's profile. Confirm the number is correct, includes the country code (e.g., +1 for US numbers), and is an active mobile number. A typo in a single digit means the escalation message goes to a stranger.

Step 4: Check whether the escalation was acknowledged by someone else

If the first person in the escalation chain acknowledged the alert, subsequent team members in the chain are not paged. Check the escalation record to see the acknowledgment log. If a team member who was paged acknowledged it but took no action, that is a team accountability issue, not a notification issue.

Escalation notifications from manual escalations

Manually escalated conversations (where the AI or a team member manually flags a conversation for escalation) route through the standard notification system, not the emergency escalation system. These notify the assigned team member and their manager. If manual escalation notifications are not arriving, check the assigned team member's standard notification settings.