How to Respond to Escalations in the Escalations Tab

Learn how to effectively respond to escalations, update the Knowledge Base, and message homeowners in the Escalations tab.

August 7, 2024 By Ardo Mici

In this guide, we'll learn how to respond to an escalation using the Escalations tab. This helps train the bot. We'll cover how to update the homeowner on their inquiry, insert the question and answer into the knowledge base sources section, and review answered escalations.

Let's get started

To respond to an escalation, log in to the Stan Dashboard or click the link in the notification email.

Step #2: Click on "Escalations" — Click on "Escalations"

Step #3: Click on the Unresolved Tab. From there, click the specific escalation you want to respond to. — Click on the Unresolved Tab. From there, click the specific escalation you want to respond to.

Step #4: We can choose to insert this escalation as a question and answer directly into the Knowledge Base. This allows us to train the bot for future inquiries.At the same time we can also choose to send a message to update the homeowner on their inquiry. — We can choose to insert this escalation as a question and answer directly into the Knowledge Base. This allows us to train the bot for future inquiries.
At the same time we can also choose to send a message to update the homeowner on their inquiry.

Step #5: From there, we can hit "Resolve" to resolve and answer the escalation. — From there, we can hit "Resolve" to resolve and answer the escalation.

Once an escalation is resolved, it will appear under the Resolved section. We can always click on on a previous escalation to see the answer for any previous escalation.

Step #6: Click on "Resolved" — Click on "Resolved"

Step #7: Click on a resolved escalation to review the question and the answer provided. — Click on a resolved escalation to review the question and the answer provided.