We’ve rolled out a new update to make escalations easier to manage and message delivery more reliable. These improvements help teams respond faster, avoid missed alerts, and act with confidence during critical situations.
Escalations That Move Forward Automatically
The updated escalation policy clearly defines how teams handle unresolved issues. When an issue remains open beyond a specified time, the system automatically escalates it to the next level.
With AI support, escalation no longer depends solely on time limits or priority tags. The system reads the complaint, understands intent and urgency, and identifies issues that need faster attention even when they are not marked as high priority. This prevents important tickets from getting stuck and ensures serious concerns move forward early.
Each escalation step clearly shows who owns the issue and what happens next. Teams no longer need to rely on manual follow-ups or constant checking. Instead, they can focus on resolving issues while the system keeps progress on track.
For example, if a team does not acknowledge a high-priority issue in time, the system automatically escalates it. AI can also surface hidden urgency and move the issue forward before delays affect the guest experience.
Messages Are Sent to the Right Number First
We fixed an issue in how critical messages are delivered. Messages are now sent to the additional number when available. If not, the system sends them to the primary number.
This delivery logic applies to
- VIP alerts
- Escalation messages
- OTP messages
Why This Update Matters
Clear escalation paths, AI-supported decisions, and reliable message delivery play an important role in daily operations. When issues escalate on time and messages reach the right person, teams can respond faster and avoid unnecessary disruptions.
These updates remove guesswork, reduce manual effort, and improve communication across teams. The result is fewer missed alerts, quicker responses, and smoother operations overall.