Configure cooldowns and delayed escalation
Cooldown and escalation control repeated follow-up, but they do not replace a review of whether the underlying issue still exists.
Before you start
Cooldown and escalation control repeated follow-up, but they do not replace a review of whether the underlying issue still exists.
Follow these steps
- Set a cooldown suitable for the workflow and choose initial actions.
- Enter Escalate after in hours and select at least one escalation action.
- Keep human approval enabled when the second step needs a fresh decision.
- Save, preview and activate the rule.
- After the initial item completes, check the separately scheduled escalation entry.
- Review the current record before approving the escalation.
Check it worked
The second step has its own queue entry, schedule, action selection and approval requirement when review mode is enabled.
If something does not look right
Escalation is scheduled after the initial queue item completes. The stored candidate is reused; do not assume the system will re-evaluate whether the issue was fixed before the delayed action.
Questions and answers
What is the maximum delay?
720 hours. A zero delay or no selected escalation actions means no second step is scheduled.
Does an escalation need approval?
It inherits the rule’s review mode and can enter awaiting approval separately.
Can cooldown prevent all repeated contacts?
It suppresses duplicate candidate scheduling within the implemented cycle/deduplication rules. Check execution logs; it is not a guarantee that an external delivery cannot repeat.