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Inbox & follow-ups·Team4 min read

Escalate Cases to leadership

Request a leadership decision without losing ownership, hand over a Case safely, and track acknowledgement and resolution.

In this guide

Use Case escalation when a customer situation needs a leadership decision, guidance, or a clean handoff. Escalation is separate from reply approval: it tracks the operational issue around the Case, who owns the next decision, and how leadership resolved it.

Choose the right escalation mode

Open an active customer Case and choose Escalate in the header.

  • Request manager help keeps the current Agent as Case owner. Use it for a policy decision, difficult complaint, pricing exception, technical blocker, or another situation where the Agent should continue the relationship after leadership responds.
  • Hand over Case transfers the Case to the Manager, Admin, or Workspace Owner you select. Use it when leadership should own the customer relationship from this point.

Add the reason, priority, requested response time, whether the customer is waiting, and a concise note explaining what has happened, what you tried, and what leadership needs to decide. A handoff cannot be submitted without a named leader.

Track the request

An open escalation appears in three places:

  • the Case banner, with the current status and complete operating context;
  • the notification bell for the relevant leadership queue; and
  • Dashboard → Case escalations.

The Agent who requested help sees the same current state. Managers see general-queue requests and requests addressed to them. Admins and Workspace Owners can see all open workspace escalations.

Email and push alerts follow the existing review and approval notification preferences. The Case banner, bell, and Dashboard record remain authoritative if an external notification is delayed.

Acknowledge and resolve

A Manager, Admin, or Workspace Owner can choose Acknowledge to take responsibility. Choose Resolve when the decision or work is complete and record what was decided and what happens next. That resolution stays in the Case history and is shared with the requester.

When someone else resolves the escalation, the requester receives a resolution item in the notification bell showing the resolver and decision. It remains available for seven days and opens the original Case. Yesoma also sends Web Push when the requester has an active push subscription, and sends branded email when the requester's effective review-email preference is on. In-app, push, and email delivery are independent: turning off optional email never removes the durable Case history or in-app outcome.

The requester may cancel while the escalation is still Pending. After leadership acknowledges it, the request must be resolved or cancelled by an Admin or Workspace Owner. If the selected leader becomes inactive or loses leadership access, Yesoma returns the request to the general leadership queue.

An Agent cannot close a Case while its escalation is open. Leadership must resolve or cancel it first. Customers never see internal escalation notes, labels, recipients, or decisions.

Availability and permissions

Manual Case escalation is available in active Business, Growth, Studio, and Enterprise team workspaces, including an active trial. Agents can escalate Cases assigned to them. Managers, Admins, and Workspace Owners can request and manage escalation. Viewers cannot.

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