To ensure orders are fulfilled in a timely manner, the Pickup Hub has an order escalation functionality. This allows a dealer to notify staff when an order has been overlooked or delayed.
Creating an Escalation Event
To create an escalation event, start by navigating to the Orders > Settings > Escalation menu and click the NEW+ button.
In the New Escalation Rule modal window, create both a Title for your new rule, and a Description for it. For purposes of this help page, we will create an In-Store Pickup escalation event.
Choose the Order Status to trigger the event. In our example, we'll use In-Store Pickup > New Status. Then, select the location(s) you wish to receive the notification.
NOTE: Even if you select multiple locations for this event, a location will only receive a notification for their store. For example, even though we've selected Second Location and April Location, Second Location will never receive an escalation notice for the April Location and vice versa.
Now, create your Escalation Level Rules.
First, select the time frame for when the event triggers. You can set this to Minutes, Hours, or Days.
Next, select the User Role that will receive the notification. These roles are defined under your Users menu. For our purposes, we will assign the In-Store Pickup role to this event.
Finally, select the Notification Channel that will receive the escalation event message. As of today, the Pickup Hub supports an Email notification channel. We will update this page as additional channels are available.
If you wish to create another escalation Level (ie. to send the notification to more than one Role, to send the notification again after another idle period) click on Add Level.
For our example, we've added a Level 2 that also notifies the Manager at 30 minutes.
You can also create an Escalation Rule that sends notifications at different intervals to different roles. In the example below, we create a general In-Store Pickup: Escalation rule that sends an email notification to an In-Store Pickup role, a Manager role, and an Owner/Root role at different times.
Click SAVE, and you'll be taken back to the Escalation grid view.
Deleting an Escalation Rule
If you wish to remove an Escalation Rule, start from the Escalation Rule screen. Click on the Order Status you wish to remove. For our example, we will delete the Processing: Local Delivery rule.
To remove the Escalation Rule, simply click on the DELETE button.
You'll receive a confirmation modal window; click OK to remove the rule and the Escalation Rule screen will update.
Order Escalation Email Template
The Pickup Hub also allows you to customize the email template for the Escalation Rules.
Start by navigating to Settings > Templates > Order Escalate Email
You can use the Variables in the right-hand column to customize your template.
NOTE: You cannot remove the following variables:
- {{ESCALATION_AND_TOTALS}}
- {{ORDER_ITEM_TABLE}}
Below is an example of an Escalation email.
Viewing an Escalation Notification
If an order has been escalated, not only does an email notification get delivered to those specified in the rule, but a visual notification also appears in Pickup Hub.
On the main Order Grid, the Order ID will be highlighted in red if the order has been escalated.
If you click into the order, the Escalation tab will also show information related to:
- Time escalation was deployed
- Which Levels have been triggered
- Channel escalation was delivered
- If there was an error on the escalation delivery (ie. message could not be delivered)
If you have any questions about Order Escalation, please contact your Project Manager or open a Support Ticket.