Escalation Cooldown
When a guest sends a follow-up message after a resolved escalation — a simple "thanks!" or "all sorted" — the AI would normally treat it as a new conversation and escalate again. The cooldown window prevents this by suppressing re-escalation for a configurable number of hours after a case is closed.
Estimated time: 3 minutes
Why this happens
The AI evaluates each incoming message using the full conversation history. After a case is resolved, if the guest sends another message, that message — together with the earlier problem-laden context — often scores high enough to trigger escalation again. This is correct behaviour for a genuinely new problem, but it produces noise when the follow-up is just a courtesy reply.
Without cooldown
Guest says "Thanks, the AC is fixed!" → AI sees the earlier AC complaint in context → creates a second escalation → your team gets a duplicate Slack alert.
With cooldown (2 h)
Guest says "Thanks, the AC is fixed!" → case was closed 45 minutes ago → still inside the 2-hour window → escalation suppressed silently.
How to configure the cooldown
Open escalation settings
In the admin dashboard, go to Settings → Escalations → Escalation Cooldown.
Set the cooldown window
Enter the number of hours the system should wait after a case is resolved before allowing a new escalation for the same reservation. The field accepts any whole number from 0 to 48.
Save
Click Save. The setting takes effect immediately — no restart required.
How the cooldown works
- •When an escalation is about to be created, the system first checks whether a case for the same reservation was closed within the last N hours (your configured value).
- •If a recent closed case is found, the escalation is silently suppressed. No support case is created, no Slack notification is sent, and the guest receives no escalation acknowledgement message.
- •If no recent closed case exists — either because none was created or the window has expired — the escalation proceeds normally.
- •The cooldown applies only to messaging escalations. Voice call escalations are not affected.
Related articles
Escalation Handling
The full escalation flow — from AI detection to case resolution.
Escalations & Customer Support
Overview of escalation types, the inbox, and case management.
Slack Notifications for Escalations
Connect a Slack channel to receive real-time escalation alerts.
How Guest Message Automation Works
Understand the full message pipeline and when humans take over.