Multi-Step Notification Escalation: DM Agent First, Then Escalate to Channel
P
Private Bee
Today, threshold-based notifications fire to a shared Slack channel immediately. There is no option to first give an agent a private opportunity to self-correct before escalating visibility to the broader team.
Request: Support a configurable escalation flow within threshold settings:
- Step 1: Assembled DMs the agent directly when the threshold is breached
- Step 2: If the agent does not resolve within a defined time window, the notification escalates to the team's public Slack channel with an @ mention
Business Impact: Gives agents a private first chance to self-correct, reduces noise in shared channels for issues that resolve quickly, and preserves channel visibility for cases that genuinely require RTA intervention. Creates a logical end-to-end flow that maximizes the value of multiple notification thresholds.