User-configurable escalations

Now each CRM user can have up to three escalation email addresses configured, associated with their managers, supervisors, or higher levels. These emails can belong to CRM users or be external addresses, and they become available for direct use in email templates and notification automations. 

The new available variables are

• wolkvox_escalationEmail_1
• wolkvox_escalationEmail_2 
• wolkvox_escalationEmail_3

Benefits

• Allows including non-CRM external emails in the escalation chain. 
• Facilitates sending automated alerts to managers and supervisors. 
• Allows defining up to three escalation levels per user. 

Progressive alerts for SLA compliance

The Cases module now allows configuring three pre-expiration alerts, each with its own SLA compliance percentage. This allows generating warnings at different intervals before reaching 100%, while also retaining the final Expired notification.
Alerts can use email templates and leverage the escalation emails configured for each user, allowing progressive involvement of supervisors or managers.

Benefits

• Anticipates potential expirations with up to 3 preventive alerts.
• Allows defining different percentages according to operational needs.
• Facilitates progressive escalation to supervisors or managers.
• Improves SLA tracking and compliance.

Inactive user and group assignment

The CRM allows assigning records only to active users or groups that have available assigned owners. If a user or group cannot receive new assignments, the platform identifies this condition and prevents incorrect assignments from occurring.

The feature also allows updating the owner of records created via API or web forms, without modifying their source configuration.

Benefits

• Error prevention: Prevents assigning tasks to inactive users and alerts if a group has no available members.
• Flexible management: API or web form records can be edited without changing the owner.
• Operational consistency: This flexibility applies to both creation and editing.