What are Escalation Rules?
An escalation rule is a rule that triggers a series of automations based on a condition. A condition is periodically tested by a scheduler, which runs the chain if the condition evaluates to true. Escalation rules apply only to nodes waiting to be executed for a user action.
Escalation rules are often used for-- Customer complaints
- Order delays
- Payment problems
- Stockouts
- Employee scheduling
- POS alerts
- Delivery issues
How Do Escalation Rules Work in Restaurants?
Escalation rules are commonly set up within restaurant management software, POS systems, or customer support systems.
This is how the process typically works-- There is a problem or alarm raised within the restaurant system.
- The system reviews certain pre-defined conditions under which escalation should occur.
- If there is no solution after a certain time, the alarm is automatically escalated.
- The alarm is forwarded to a team leader, manager, or someone more senior.
- The team is alerted to the problem and resolves it.
For example, the system can automatically notify the kitchen manager if the online order has been taking too long.