Stop missed mobile cases for on-call support agents

Support agents miss mobile-origin cases in the CRM, causing urgent issues to sit without triage. Push alerts into the on-call channel so agents triage before escalations.

Overview

On-call support agents risk missed mobile cases when CRM entries go unnoticed, creating escalations and SLA exposure. This workflow pushes mobile-origin cases into the on-call channel and escalates unacknowledged items, ensuring response times drop dramatically and zero missed follow-ups.

Notable Features

Route mobile-origin cases to on-call
Include key case details in ping
Escalate unacknowledged pings via SMS