What are escalation alerts?

Every time a new conversation is started in channel where @frame is present, we’ll notify the people on your on-call team to make sure that your customer gets help.

To specify a channel on-call person or team, use /frame in the frame channel, press Configure Notifications, then select the Channel On-Call user(s). The on-call alert is delivered as an ephemeral message within the originating frame channel and includes an @mention of the desired user(s).

Channel On-Call ConfigurationChannel On-Call Configuration

Channel On-Call Configuration

Teams tend to either assign a permanent channel owner or rotate on-call members on a weekly basis, sharing the responsibility to respond to alerts and route conversations. The on-call alert is delivered as an ephemeral message within the originating frame channel and includes an @mention of the desired user(s).

Team On-Call ConfigurationTeam On-Call Configuration

Team On-Call Configuration

Note that escalations and away messages are only available if you’re in Frame’s Active Mode.

Frame Enterprise plans include advanced escalation schedules (time of day, day of week), the option to send a DM instead of ephemeral message, unlimited escalation tiers, and overrides for specific channels and even specific people in a channel. Contact us to learn more.