Slack Customer Support Escalation Channel Rules
Set clear rules for urgent customer issues.
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[VERIFY] is an editorial flag, not a blank to fill. Wherever the prompt shows [VERIFY], check that item against a reliable source before you use it.
Write rules for an escalation channel in Slack. Support and engineering teams: [TEAMS]. What counts as urgent: [URGENT_CRITERIA]. Response times: [RESPONSE_TIMES]. Information required: [REQUIRED_INFO]. Keep it short and unambiguous. Write the post template in full (customer impact, steps to reproduce, ticket link, urgency) and an example for an invented urgent case. Decision tree in words: if customers cannot complete a purchase it is urgent and goes straight to the on-call engineer with a call; if a single customer has a minor issue, raise a ticket and do not post. Targets as examples to adapt: acknowledge within 10 minutes, update every 30. The thread is the single record, discussion moves to threads, and a summary is posted when closed. Never post personal data such as full card numbers or passwords. Add a weekly review of escalations (number, time to acknowledge, causes, which could have been solved by documentation). I will run and check everything myself; label what you cannot be sure of [VERIFY].
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