Email Escalation

When customers fail to find the information they are seeking, the escalation feature allows them to raise their requests through additional channels. By default, this feature is not enabled, but when enabled appears as an email link in the Contact Us section of the portal.

To configure email escalation:

  1. In the Navigation Menu, browse to Publishing > Portals.

  2. On the Portals page, select the portal for which you want to configure escalation.

  3. On the Edit Portal page, go to the More Options tab.

  4. Navigate to the Email Escalation section and set the following:

    Configure the escalation option

    • Enable Escalation to Email: Email escalation is disabled by default. Select Yes to enable it and the fields below.

    • Append Self-Service Transcript to the Escalated Email: If this option is enabled, when a user sends an escalation email, a transcript of the self-service session is added to the email. The transcript includes details like the links clicked, words searched, articles read, and so on. This helps the agent in resolving the issue better. By default, this option is enabled. Select No to disable it.

    • Create a Case for the Escalated Email: When this option is enabled, a case is automatically created for the escalated emails, so that agents do not have to create cases manually. By default, this option is disabled. Select Yes to enable the automatic creation of cases.

    • Escalated Email Aliases: This is required information. Specify the email aliases to which the escalated emails are to be sent. Once you specify the email aliases, click the Done button. In the Escalated Email Aliases window, provide the following details:

      • Send escalated emails to the eGain email alias: Check this box if you want escalated emails to be sent to the eGain email alias. From the Escalated Email Aliases dropdown, select an alias.

      • Send escalated emails to the email aliases below: Check this box if you want escalated emails to be sent to the email addresses specified here. From the Email Address field, specify the email address and click the Add button to add the email address.

        Select email aliases for sending escalated emails

    • Show a List of Suggested Articles before Allowing Escalation: Using this option you can show users a list of suggested articles before they send an escalation email. This helps to reduce the number of escalations coming to agents and also answers the queries of customers immediately. By default, this option is enabled. Select No if you want to disable it.

    • Maximum Suggested Articles: This option is enabled only if you select to show suggested articles before escalation. Specify the number of suggested articles you want to show. The default value is 10. You can show a maximum of 100 articles.

  5. Click the Save button.

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