---
title: "Escalations & Notifications Explained"
description: "## **Overview** Escalations ensure overdue or high-priority cases get extra attention. Notifications keep your team and customers informed in real time. --- ## Escalations 1. **Rule-based Escalations:** - Example: If a case is not updated within 24 hours → escalate…"
url: "https://digicase.io/docs/escalations-notifications-explained/"
updated: "2025-08-23"
category: 📂 Using DigiCase
---

# Escalations & Notifications Explained

## **Overview**

Escalations ensure overdue or high-priority cases get extra attention. Notifications keep your team and customers informed in real time.

---

## Escalations

1. **Rule-based Escalations:**
   - Example: If a case is not updated within 24 hours → escalate to a Supervisor.
2. **Multi-level Escalations:**
   - Level 1 → Supervisor
   - Level 2 → Department Head
   - Level 3 → Executive Management
3. **Automatic Reassignment:**
   - Escalated cases can be re-assigned to another available agent.

---

## Notifications

- **Agent Notifications:**
  - New case assigned
  - SLA breach warning
  - Escalation alerts
- **Manager Notifications:**
  - SLA breach reports
  - High-priority cases created
- **Customer Notifications (Optional):**
  - “Your case has been received”
  - “Your case has been resolved”

---

## Configuring Notifications

1. Go to **Admin Panel → Notifications**.
2. Choose channels: Email, SMS, WhatsApp, In-app.
3. Customize message templates (e.g., “Dear \[Customer Name\], your case \[ID\] has been escalated to management.”).

✅ **Tip:** Integrate DigiCase with CXLink to trigger **real-time service recovery workflows** when negative feedback is detected.