Overview
The Escalation setting allows you to create multi-level escalation workflows for any contract template. When a task or action is not completed within a defined timeframe, the escalation workflow automatically notifies the relevant team members in order of the levels you configure. You can view, edit, duplicate, and toggle existing escalations from the Escalations page.
How to Access Escalations
Click on Settings from the left-hand navigation bar.
On the Settings page, click on Escalations.
This opens the Escalation list, which displays all existing escalations with the following details: Contract Template, Escalation Type, Created date, Modified date, and Created By.
Managing Existing Escalations
From the Escalation list, you can take the following actions on any existing escalation:
Edit: update the escalation's configuration
Duplicate: create a copy of the escalation to use as a starting point for a new one
Toggle: switch the escalation on or off using the toggle in the Actions column
Creating a New Escalation
Click the Add Escalation button at the top right of the Escalation page. This opens the Create New Escalation Workflow page.
Step 1: Select Contract Template and Escalation Type
Select Contract Template: choose the contract template to which this escalation will apply
Select Escalation Type: choose the type of escalation (e.g. Task)
Step 2: Configure Escalation Workflow Levels
The Escalation Workflow Levels section is where you define how many levels of escalation exist and who gets notified at each level. Escalation requests are sent to team members in the order of levels configured.
For each level:
Set the number of days after which the escalation should be triggered using the Escalate in X Days counter
Use the Search team members field to select the team members who should be notified at that level
Click Add Level to add additional escalation levels. You can set up as many levels as needed, each with its own timeframe and set of recipients.
Step 3: Submit
Click Submit to save the escalation workflow. Once submitted, toggle the escalation On from the Escalation list to activate it.
Conclusion
Escalation workflows are an effective way to ensure that contract-related tasks do not stall without visibility. Configuring multiple levels with the right team members at each stage means that unresolved items are automatically elevated to the appropriate person over time. Keeping escalations up to date and toggling off any that are no longer relevant helps maintain a clean and accurate set of active workflows.