How to Update Your Escalation Contacts
You can provide an escalation path through your defined contacts in the event that an emergency request needs to be escalated. You can add multiple contacts to this field, in the order in which you want the contacts to be called. We will call each contact 3 times and leave a voicemail before sending a final email.
There are 4 cases when Latchel may escalate emergency issues to you:
- There is an instruction to follow the escalation path in the pre-dispatch instructions.
- The job should be de-escalated based on your severity settings but Latchel believes it to be property damaging.
- Latchel was unable to secure a vendor for an emergency issue. If it is a night or weekend, we only call the escalation contacts if the issue is property damaging and an extreme habitability issue.Otherwise, defer the call to the next morning.
NOTE: To understand the specific scenarios that warrant a call to escalation contacts for emergencies, visit Emergency Escalations: Property Damaging and Extreme Habitability Situations.
- In a worst-case scenario, the property suffers catastrophic damage. For example, a fire burns down part of the home, or a car drives through a wall. This type of catastrophic structural damage will result in Latchel immediately escalating to the escalation contacts.
In the event that we can’t get in touch with any of your escalation contacts, we’ll send a final email to your escalation email list. We will provide all the details relevant to the job, provide an avenue for you to contact our emergency team, and close the work order in our system until we hear back from you (This is the worst-case scenario).
Configuring Escalation Contacts (Company Level)
Log into your Latchel Portal and click the dropdown menu on the far right-hand side of your portal. Now, select the Account Settings option.
Under the Details tab, scroll down to the “Maint. Communication Settings” section. From here, you can update or add your Escalation Contacts List that you want to be called if an emergency request needs to be escalated. You can also add or update your Failed Escalation Email List.
NOTE: To list multiple email addresses, separate emails by a comma (,). (i.e. test@gmail.com, test2@gmail.com, test3@gmail.com)
Configuring Escalation Contacts (Portfolio Level)
The Escalation Contacts set at the Portfolio Level will automatically be applied to all properties within that portfolio. To learn more about configuration inheritance and how a single property can override Portfolio & Company level configurations, see Configuration Inheritance (Property, Portfolio, & Company Level).
Click Places, then select Portfolios at the top of your portal.
Next, click on the name of the Portfolio.
On the Details page, scroll down to the Escalation Contacts section.
From here, you will see the Company Level Escalation Contacts were automatically applied to the portfolio. To override the Company Level, click Override and then update or add your Escalation Contacts.You can also add or update your** Failed Escalation Email List.** Click** Save .**
Configuring Escalation Contacts (Property Level)
Login to your Latchel account.
Click **Places, **then select Properties at the top of your portal.
Search for the property and click on the address.
On the Details page, scroll down to the Escalation Contacts section. From here, you will see the Portfolio Level Escalation Contacts were automatically applied to the property within the portfolio. To override the Portfolio Level, click Override and then update or add your Escalation Contacts.
You can also update your Failed Escalation Email List, and click Save.
Well done! You have now successfully updated your Escalation Contacts!