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Escalate a Case to Care

If you have the Care module enabled, escalating a Community message to Care is easy.

Manual escalation


  1. Click the ellipsis menu and click the Create Care case.

  2. In the Escalate to Care panel that opens, fill in the details, then click Create case.
    (info) Fields reflect your custom fields setup. We encourage you to customize your case fields to allow your agents to fill more case details. This will help you to assign the escalated case specific views and be picked up by the right agent. See Customize Your Care Settings.

When you escalate a community message to Care, you do not assign a profile to the escalation. Care agents and supervisors can decide which profile they use to reply to messages after escalation.

Automatic escalation

The Emplifi suite allows you to define filters to automatically escalate Community messages to Care based on predefined rules.

Automatically escalated messages (Listening) are not tied to any specific profile.

To set up automation, contact your Customer Success Manager or Solution Ambassador.

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