Agent accountability & escalation
Ensures every hand-off gets a response — reminds the agent, then loops in the customer and engineering leadership if it still goes unanswered.
Trigger: An inquiry is assigned to an agent · 7 stages
Inquiry assigned to an agent
The SLA clock starts the moment the enquiry lands with a named owner.
No reply from the agent
A full working day passes with the customer still waiting.
Remind the agent
WhatsApp nudge to the assigned agent: "This customer is still waiting on your reply — please respond."
Still no reply
Reminder delivered and read, still nothing back from the agent.
Send the client the customer care number
"We are sorry for the delay — please call our customer care team on this number for immediate assistance: {customer care number}." The customer stops being the one chasing us: they get a route to a human without having to ask twice.
Still unresolved
Care number sent and the enquiry is still open, so it is no longer the agent's alone.
Email the Head of Engagement
Email alert: "{customer name} is still waiting for a reply on their booking request — please step in."