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AutomationEscalation after 24 hours

Escalating tickets after 24 hours with AI

Tickets still set to New after 24 hours land in a manager's mailbox.

Escalation after 24 hours is ready-made automation in Altramano for customer service: tickets still set to New after 24 hours land in a manager's mailbox.

It works with Microsoft Outlook.

Ready-made automation · department Customer service

What it does

Every morning and afternoon this automation checks the "Tickets" table for tickets that have been New for more than 24 hours and mails the list to whoever you choose.

What you need

  • Microsoft Outlook — find, send, answer and draft mail in Outlook and pull attachments, with a trigger on new mail, connected through logging in to the service.

How does escalating tickets after 24 hours work with AI?

An automation runs in your own environment with fixed steps, the same every time.

Every morning and afternoon this automation checks the "Tickets" table for tickets that have been New for more than 24 hours and mails the list to whoever you choose.

Microsoft Outlook: find, send, answer and draft mail in Outlook and pull attachments, with a trigger on new mail.

Everything runs in your own environment in Amsterdam. You set the limit: what falls within it runs by itself; what falls outside it comes to you first. Every run is there to read back step by step in Runs.

Read what an AI agent does for your team

Who it's for

For customer service: sorting incoming questions, answering them from your own knowledge, and only sending once approved. Those hours go into solving the hard questions in person, instead of into sorting and typing standard answers.

This department comes into play in healthcare practices and providers, hospitality, retail and webshops, IT and software companies, property and estate agents, cleaning and facilities, car dealers and garages and training providers.

How to install it

  1. Choose the template in your environment under Templates.
  2. Point at the integrations it needs and fill in at most three settings.
  3. Test with an example, read the run back and say yes before it goes live.

The full manual (what it is for, what you get, what you need, step by step, testing, errors with cause and remedy) sits with the template in your own environment.

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Frequently asked questions

What do I need for Escalation after 24 hours?

Microsoft Outlook and a Altramano environment.

Which department is Escalation after 24 hours for?

Customer service, in industries such as healthcare practices and providers, hospitality and retail and webshops.

Does anything go out without me seeing it?

Everything that goes out is set to approve first by default. You can switch that step off per automation once you trust it.

What if something goes wrong?

The run stops, you get a notification, and in Runs you see step by step what happened. The manual names the errors you may meet, with cause and solution.

More for customer service

SjabloonSoortWhat it does
Customer message → proposed replyautomationEvery incoming customer message (a mail or a forwarded WhatsApp message) gets a proposed reply from your knowledge base table.
Mailbox → ticket with classification and assignmentautomation + assistantEvery mail in your service mailbox becomes a ticket in a table, with a category, an urgency and a proposal for who picks it up.
No-show follow-upautomationIs an appointment set to No-show?
All 10 templates for customer service

Templates are updated in your Altramano environment.

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