Keep support ops aware of priority channel posts

Support ops miss vendor priority posts in busy channels, leaving incidents unacknowledged. Alerts route to L1 agents for non-bot vendor posts, so acknowledgment and escalation happen within minutes.

Overview

Unseen vendor priority posts create SLA risk and customer churn when incidents go unacknowledged. This workflow routes those posts straight to L1, suppresses repeats, and enforces acknowledgement and escalation so response times drop dramatically and missed follow-ups disappear.

Notable Features

Notify L1 agents on priority posts
Suppress duplicate alerts temporarily
Prompt acknowledgment and escalation reminders