Help center
Settings and configuration

Escalations and follow-ups

What escalation emails are, when they show up, and how to avoid leads slipping through the cracks.

Last Updated: May 26, 2026

What an escalation is

Escalations are closed-loop notifications that fire when a visitor indicates they weren’t contacted after submitting an inquiry, showing request, find-an-agent, seller inquiry, or financing inquiry.

An example of an escalation email.

What you should do when you receive one

  • Treat it as urgent: it indicates a breakdown in follow-up
  • Validate the original lead routing destination (wrong inbox is a common cause)
  • Fix the process (ownership and SLA), not just the one lead

Preventing escalations

  • Ensure lead notifications go to a monitored inbox
  • Confirm routing is correct after any staffing / process change
More help docs