Manage your platform message notifications.
Escalation Stop Words
Words that will not be escalated, if a message matches the stop word/phrase.
Add
Delete
Message Escalation Rules
Create customized rule(s) to notify your team on overdue guest messages.
Add
Edit
Delete
Escalation Stop Words
- Go to the Company tab inside Whistle
- Select the Message Escalation section
- At the top right of the page, click + Add Stop Words
- Enter custom Stop Words/Phrases
- Click Add
- Click Confirm to save
Delete
- Go to the Company tab inside Whistle
- Select the Message Escalation section
- Search for stop word to remove, click the X button next to the word/phrase
Message Escalation Rules
Create customized rule(s) to notify your team on overdue guest messages.
Add
- Go to the Company tab inside Whistle
- Select the Message Escalation section
- Click + New Escalation
- Fill in Rule Settings
- Escalate After X Minutes
- And Conversation Status is
- Unread
- Not Replied
- And Guest Chat Department is
- Click + Create Trigger
- Select Trigger Type
- Notify Role (Whistle Recommended)
- Notify Users
- Notify Department
- Follow up with guest
- Notify a Team Chat Channel
- Send an Email
- Send a Text
- Click Save
- Click Save
Edit
- Go to the Company tab inside Whistle
- Select the Message Escalation section
- Click the Escalation Rule you wish to update
- Adjust Rule Settings
- Adjust Rule Triggers
- Click Save
Delete
- Go to the Company tab inside Whistle
- Select the Message Escalation section
- Click the Red Trash Can next to the escalation rule you wish to remove
- Click Confirm
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