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