Escalations functionality within GSMS OMNI Channel Orders is used to trigger call-to-actions that follow a sequence of execution steps based on the user-defined conditions and actions, for sending an OMNI message. For example, you can define a rule to resend the original message via a different message type, if the first message has not received a response or is undelivered.
Note: Admin Users must procure the "SOPRANO Escalation" and "SOPRANO OMNI User" licenses in order to create and view Escalation Templates.
Standard Users must procure the "SOPRANO OMNI User" license to gain access to OMNI and Escalation Templates.
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Navigate to 'Company Setup' > 'Escalations'. |
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