The Escalated to Care condition element for Community Flow Automations filters messages by whether they’re escalated to Care by their Care case status:
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Message is escalated to Care
Filters messages that are escalated to Care by their case status (select all that apply):-
(Optional) Not Closed
Filters messages that have an open case status in Care. Includes the following Care case statuses:-
New
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Open
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Pending
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On hold
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Done (within grace period)
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(Optional) Closed
Filters messages that are closed in Care. Community agents can respond only to closed messages. Includes the following Care case statuses:-
Done (after grace period)
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Spam (the grace period does not apply to spam)
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Message is not escalated to Care
Filters messages that have not been escalated to Care.
To learn more about how escalations work from Community to Care, see Escalate a Community Message to Care.