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Standard Escalation Protocol

Standard Escalation Protocol

Live Escalations

  • Provider is actively chatting, texting, emailing or calling in with a concern.

  • Send "TS-Transfer-Request" and escalate as per escalation chart.

    • Hello {{customer.firstName}},

      We are notifying our Trust & Safety team now and they will follow up with you directly.

Appointment Review Escalations

  • Appointment reviews received in Kustomer through the Alteryx workflow.

    • Provider is not actively chatting, texting or emailing in.

  • CS/PCC is first touchpoint for Appointment Review Escalations before transferring to T/S.

    • For Tier 2 + Tier 3 escalations CS/PCC sends shortcut "TS-Transfer-Request-T2T3ApptReview" shortcut

      • Hello {{customer.firstName}},

        We received your review of FIRST NAME LAST INITIAL.


        We appreciate you taking the time to share your experience with us. We are notifying our Trust and Safety team. Please email help@zeel.com if you have additional comments or concerns. Zeel will not share your review with the customer/patient.

    • For Tier 4 Reviews - Follow standard escalation protocol for Tier-4 cases.


Tier 2 Escalation

Assign to Trust and Safety Kustomer. Send canned response per escalation chart.

Make JitBit if applicable. (If you have specific information that was obtained on the phone) If JitBit is made, put the link in the Kustomer comments.

Tier 3 Escalation

Escalate in Slack and assign to Trust and Safety Kustomer. Send canned response per escalation chart, if any.

Make JitBit if applicable. (If you have specific information that was obtained on the phone) If JitBit is made, put the link in the Slack and Kustomer comments.

Stay on top of ticket until Trust and Safety takes it over.

Tier 4 Escalation

Call Trust and Safety member on duty and escalate in Slack. Send canned response per escalation chart.

If Trust and Safety member on duty does not answer, call Michelle then Alison.

Assign to Trust and Safety Kustomer.

Make JitBit if applicable. (If you have specific information that was obtained on the phone) If JitBit is made, put the link in the Slack and Kustomer comments.

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