Escalate an Inquiry

Escalate Inquiries rather than sending emails about an Inquiry's progress. You can escalate an Inquiry up to two times.

To escalate an Inquiry, scroll to the end of the Inquiry Details page and select Escalate Inquiry.

small red rectangle with words escalate inquiry in white centered inside

After you select Escalate Inquiry, you must enter your reasons for the escalation.

rectangle with title confirm case escalation that includes instructions, text box and selections to cancel or confirm

When an Inquiry is assigned to an associate, a first-level escalation sends an email notification to the assignee and the manager of the assignment group that the Inquiry is assigned to. A second-level escalation sends an email notification to the manager of the assignment group's manager in addition to the people notified in the first-level escalation.

When an Inquiry is not assigned to an associate, a first-level escalation sends an email notification to all members of the Inquiry's assignment group and the assignment group's manager. A second-level escalation sends an email notification to the manager of the assignment group's manager in addition to the people notified in the first-level escalation.