EscalatePricing

Alerts

When a sub-thread on a covered deal stalls past its silence threshold, Escalate DMs the founder. This guide walks through the anatomy of that DM, the four action buttons, and what "48 BH" actually means.

§1 Alert DM anatomy

The alert arrives as a private DM from the Escalate bot. Always a DM, never a channel post — escalation is a private prompt to act, not a public callout.

Each alert DM contains:

  • Deal name + role. "Acme Q4 Renewal — Legal hasn't responded."
  • Stall duration. "Last substantive response: 3 business days ago."
  • One-line excerpt. A snippet of the original ask that's gone unanswered. Excerpts are bounded (~140 chars) so the alert stays scannable.
  • Channel link. Click-through to the deal channel where the sub-thread lives.
  • Four action buttons. Detailed below.

The DM is rate-limited: at most one alert per (deal, role) combination per business day. If Legal hasn't responded for 5 days, you'll see one alert on day 2 (when it crosses the 2-BD threshold) and one follow-up reminder on each subsequent business day — never a flood.

§2 The 4 buttons

Ping

Posts a follow-up message to the deal channel on your behalf. The follow-up tags the responsible role + nudges for status. Use when you want Escalate to do the nudging.

The exact wording is bounded — Escalate posts a brief @<role>: checking in on the request above; can you confirm status? rather than improvised text. Per PD #6 — see Compliance for the determinism rationale.

Take it

Marks the thread as "founder-owned." Escalate stops watching this particular sub-thread for stall (you'll handle it). The deal channel remains covered; other sub-threads continue to fire alerts as normal.

Use when you know you'll be the one driving the next step (e.g., you'll DM Legal directly off-channel).

Snooze 48 BH

Silences the alert for 48 business hours (see §3 for the math). After the snooze window expires, Escalate re-checks the sub-thread; if still stalled, the alert re-fires.

Use when you know the response is in flight ("Legal is on PTO until Tuesday") and you don't want re-prompts.

Acknowledge

You've seen the alert; no further action expected from Escalate. The alert moves to the dismissed state in the audit chain but counts as legitimate for trailing-precision purposes (see Coverage Report).

Use when the alert is correct but you're handling it via channels Escalate can't see (in-person convo, separate ticketing tool).

Dismiss (in the follow-up DM)

After the initial alert, if you take no action, Escalate sends a follow-up DM with one extra button: Dismiss. Clicking Dismiss marks the alert as NOT legitimate — i.e., this was a false positive (the sub-thread wasn't actually stalled, or the ask wasn't substantive).

Use sparingly. The dismiss signal feeds back into the trailing- precision number; dismissing legitimate alerts drives the classifier's perceived accuracy down.

§3 Business-hour semantics

"48 BH" = 48 business hours, measured in the workspace's local timezone, weekdays 9am–6pm. So:

  • A Snooze 48 BH started Monday at 10am expires Wednesday at 10am.
  • A Snooze 48 BH started Friday at 5pm expires Tuesday at 5pm (Friday's last business hour rolls forward over the weekend).
  • Public holidays are NOT honored (V1). If you need holiday-aware thresholds, ping the founder — V1.5 candidate.

Thresholds in /escalate config thresholds use business days (BD), not business hours: 1 BD ≈ 9 business hours (one working day's worth). Default thresholds: Legal 2 BD = 18 BH, Security 3 BD = 27 BH, Compliance 3 BD = 27 BH, Other 5 BD = 45 BH.

§4 Follow-up behavior

If you take no action on an alert within 1 business day, Escalate sends a follow-up DM with the same content + an extra Dismiss button. The follow-up appears once. After that, Escalate stops nudging.

The follow-up DM is the snooze-recovery tick in operational terms — it's the safety net for alerts you might have missed without explicitly accepting or declining them. It's NOT a fresh alert; the audit chain shows one claim, not two.

When alerts DON'T fire

A few common reasons:

  • Threshold not yet crossed. Run /escalate stats to see if the sub-thread is being tracked at all.
  • Sub-thread isn't a substantive ask. The classifier filters routing questions ("who's the lead on Acme?") + completed-task messages ("done, see attached"). The LLM firewall is described in Compliance.
  • Workspace is in cancellation grace period. Alerts pause but the audit chain still records.
  • Channel was archived. Closed deals don't fire alerts.

If none of these apply, see Troubleshooting.

Next steps

  • Tighten or loosen the noise floor: Thresholds.
  • Reconfigure which CRM stages qualify: Triggers.
  • Trace an alert end-to-end via the on-demand console: Coverage Report.