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How to Access Conversation Logs Based on an Escalation Inquiry

Learn how to access conversation logs for escalation inquiries by following these steps.

By Ola Souzgina

In this guide, we'll walk through how to access conversation logs based on an escalation inquiry.

This process will help you understand the context behind escalated messages, offering clarity on specific issues.

We'll cover steps like reviewing the escalation tab, selecting the reporting tool, and filtering by phone number to gather the necessary information.

Let's get started! 🚀 🙌

1
Go to Turbo (Beta)
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Click on "Escalations"
Step #2: Click on "Escalations"
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Select the Question that was escalated
Step #3: Select the Question that was escalated
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Select the escalation and note the community and the homeowner's phone number.
Step #4: Select the escalation and note the community and the homeowner's phone number.
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Step #5:
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To exit the escalation click on "CANCEL"
Step #6: To exit the escalation click on "CANCEL"
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Click on "Reporting"
Step #7: Click on "Reporting"
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Choose "Current Month"
Step #8: Choose "Current Month"
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And then click on "Select a Community."
Example: "GROSVENOR PARK TOWNHOUSE CONDOMINIUM ABARIS."
Step #9: And then click on "Select a Community."Example: "GROSVENOR PARK TOWNHOUSE CONDOMINIUM ABARIS."
10
You will now be able to view all inbound messages for that community
Step #10: You will now be able to view all inbound messages for that community
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Locate the homeowner's phone number
Step #11: Locate the homeowner's phone number
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And click on ":"
Step #12: And click on ":"
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Use the "Filter" option to filter by the homeowner's phone number.
Step #13: Use the "Filter" option to filter by the homeowner's phone number.
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To sort the conversation like on the ":"
Step #14: To sort the conversation like on the ":"
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Click on "↑ Sort by ASC"
Step #15: Click on "↑ Sort by ASC"
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You will now see the full conversation, which will help you understand why the escalation occurred
Step #16: You will now see the full conversation, which will help you understand why the escalation occurred