Introduction

wolkvox CRM allows you to configure escalation levels for each user and use them together with notifications in the Cases module to generate automatic alerts before a case reaches its maximum handling time.

Each user can have up to three escalation email addresses configured, which may correspond, for example, to a supervisor, a department head, and a manager. The addresses may belong to other wolkvox CRM users or to people outside the platform. All three levels are optional: you can configure only one or two if the organization’s process does not require a complete escalation chain.

These levels can then be used through variables within the email templates associated with case expiration notifications.

Notifications are configured by case type, allowing different behaviors to be defined for Requests, Complaints, Claims, Suggestions, or any custom case type created in the operation.

In addition to the event that runs when a case has already expired, wolkvox CRM provides three preventive events:

• Expiration Notification 1
• Expiration Notification 2
• Expiration Notification 3

Each one can be configured with a different expiration percentage. This makes it possible to build a progressive chain of alerts before the case expires. 

How to configure escalation levels and expiration notifications

The configuration is completed in three stages: first, define the escalation email addresses for each user; then prepare the email template; and finally configure when the notification should be sent for each case type.

Configure a user’s escalation levels

1. Go to “Settings” from the icon located in the upper-right corner of wolkvox CRM.
2. Go to the “Users” tab.
3. Select the “Users” section again.
4. Locate the user you want to configure. Access the option to edit their information or left-click the username.

In the “Edit User” window, scroll down to the “Escalations” section.

There you will find up to three fields:

Enter the corresponding email address in each field and save the changes by clicking Edit.

The configured email addresses may belong to wolkvox CRM users or external addresses.

Completing all three levels is not mandatory. For example, a user may have only Escalation 1, or Escalation 1 and 2, and the functionality will continue to operate with the configured levels. The maximum available is three levels. Escalation levels are configured individually for each user. In the context of cases, this information makes it possible to identify the escalation addresses associated with the user responsible for the case.

Create or configure an email template for case follow-up

Once the escalation levels have been configured, create the template that will be used for the alerts.

1. Go to “Settings”
2. “Customize”
3. “Email Templates”
4. You can create a new template or edit an existing one.

For a template intended for case follow-up, configure the corresponding information, such as:

• Name
• Module: select Cases
• Description
• Sender email
• Recipient email, when applicable
• Email subject
• Content

The message content can be customized with case information so that the email sent makes it possible to quickly identify which case requires attention.

For example, it can include information such as:

• Case number or identifier.
• Case type.
• Status.
• Priority.
• Related contact.
• Current person responsible.
• Information related to follow-up or expiration.
• Escalation levels configured for the person responsible.

Use escalation variables

To dynamically retrieve the email addresses configured for the responsible user, you can use the following variables:

Within a template, they can be used with the corresponding variable format, for example:

[wolkvox_escalationEmail_1]
[wolkvox_escalationEmail_2]
[wolkvox_escalationEmail_3]

When the email is generated, wolkvox CRM replaces these variables with the addresses configured for the corresponding escalation levels.

This allows the same template to be reused for different cases and responsible users without manually entering the addresses associated with each user.

You can also complement the email with other variables available for the Cases module so that the recipient receives enough information to identify and manage the case. For example, the template can include the identifier, type, status, priority, contact, and person responsible.

Configure the expiration notification for a case type

Now you must define when the alert will be sent.

1. Go to “Settings”.
2. “Modules and Fields”.
3. “Cases”.
4. “Notifications”. Select the case type you want to configure. This configuration is independent for each case type, for example:
   • Requests.
   • Complaints.
   • Claims.
   • Suggestions.
   • A custom case type.
5. To configure an alert before expiration, select “Expiration Notification” 1, 2, or 3.

Define the expiration percentage: 

• When you select one of the expiration notification events, the Expiration Percentage field will appear.
• This value determines at what point within the time available to manage the case the notification should be triggered.
• For example, if a case has 24 hours to be resolved and you configure: Expiration Percentage: 50
  • The notification will be sent after approximately 12 hours have elapsed, that is, when 50% of the available time has been consumed.
• The notification is sent automatically once the case reaches the configured percentage.
• The three events can use different percentages. For example:

The percentages are configurable and can be adapted to the process defined by each organization. The values above are only an implementation example.

The three expiration notifications work as preventive alerts before the case reaches full expiration.

After defining the percentage:

• Under Templates, select the email template you previously prepared.
• Configure the corresponding recipients according to your process.
• When applicable, enable options such as:
  • Responsible
  • Owner
  • Contact
  • Groups
• Under Notification Channels, enable “Email” so that the alert is sent by email.
• Click “Edit” to save the configuration.

The selected template will be used automatically when the case reaches the configured percentage.

Example of an escalation chain

Suppose a case has a 24-hour SLA and the responsible user has the following levels configured:

Escalation 1: supervisor@empresa.com
Escalation 2: jefe.operacion@empresa.com
Escalation 3: gerencia@empresa.com

The organization could configure the alerts as follows:

50 % → Expiration Notification 1
70 % → Expiration Notification 2
85 % → Expiration Notification 3
100 % → Expired Event

In this way, wolkvox CRM can generate progressive alerts as the percentage of the case’s available time is consumed, making it possible to anticipate expiration and escalate follow-up according to the defined configuration.

The email information can include the case details, the person responsible, and the email addresses corresponding to the escalation levels, helping ensure that those who receive the alert have enough context to take action.