Synova Connect

Escalation button

A Manager review field on tickets that, when flipped, briefs the right manager with the full history and tells the customer help is on the way.

Why teams set this up

Escalations travel by shoulder tap and chat message. The manager gets half the story, the customer hears nothing while they wait, and nobody can say later when the handoff actually happened.

  • Managers get full context, never half a story
  • Customers hear something while they wait
  • Stalled escalations re-fire on their own

How the automation runs

A billing dispute goes sideways and the agent flips Manager review. The manager's phone buzzes with a summary and a transcript link, the customer gets an email saying who is on it, and when nothing moves for two hours the backup manager gets the same brief.

  • Ticket field
  • Team notification
  • Outbound email
  • Wait step
  • Conditional branch