Community Escalated to Care Condition

The Escalated to Care condition element for Community Flow Automations filters messages by whether they’re escalated to Care by their Care case status:

• Message is escalated to Care
  Filters messages that are escalated to Care by their case status (select all that apply):

  • (Optional) Open
    Filters messages that have an open case status in Care. Includes the following Care case statuses:

    • New

    • Open

    • Pending

    • On hold

    • Done (within grace period)

  • (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)

    • Spam (the grace period does not apply to spam)

• 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.