Once you have set up your Escalation Policy, you may need to add or remove Team Members, or the Team's requirements might change. To do this you will need to edit existing Escalation Policies.

This guide will explain how to edit an existing escalation policy, but if you are unsure how you want your responders to be notified and when, check how to set up an escalation policy.

Escalation Policies are only available on the Team level, not an Organisation level. To get to them, you must go to Organisation > Teams > select Team > Escalation Policies.

To amend an existing Policy, select the Policy name, and you will be taken to the Policy itself.

Any changes you make in an Escalation Policy will not be saved automatically. You will need to click Save in the bottom left corner of the page. If you wish to undo the changes you have made before saving, click Cancel Changes.

You can also delete a Policy entirely by selecting Delete in the bottom left-hand corner of the page.

You may only have one Policy active for each session event at any given time. You can switch between different policies easily.

Once created, a Policy can be set as active or inactive by toggling the button next to Active in the Policy Details section of an Escalation Policy.

Sometimes people will leave your Organisation or move to a Role where they are no longer the right person to be a Responder.

You can easily remove a Responder from a Policy by pressing the X to the left of their name under Notify the following Team Responders.

NOTE: Any user set as a Responder within an Escalation Policy cannot be archived from the system. You will need to remove them from the Policy before archiving the User.

You can add new Responders to the Policy at any time. Select their Name from the drop-down of Responders under Notify the following Team Responders.

If a User is inactive and you set them within the Escalation Policy, you will not be able to activate that Policy until the User(s) activates their account. You will receive the error message 'Cannot Activate Escalation Policy with Team Responders in an Invited State'.

To be added to an Escalation Policy, a User must have the User Role of Team Responder for the Team in question. Only an Organisation Admin can amend User Team Roles if this User already exists in the system.

Each Policy can only have one Event category, so you cannot have a Red Event in the same Policy if you select a Green Event. Likewise, it is only possible for an Event to be present in one Active Escalation Policy at any given time.

Find out more about Notification Events here.

Find out what an Escalation Policy is and how to set up an Escalation Policy.