Note: This feature relates to our Journey Management Software (JMS) product
About this feature
Each Journey manager allows for a unique escalation policy to be configured. This escalation policy can be changed at any time and accounts for ETA changes/extensions.
Policy is optional. Escalation policies are not enabled by default enabling you to collect journey information without triggering an escalation.
Driver/Passenger notifications. Notify the driver (and the passenger) when the journey’s ETA has surpassed and prompt them to extend it.
ETA update buffer time. Provide a grace period for the driver to update their ETA before triggering internal escalation policy notifications.
Multiple delivery methods. Internal escalation notifications can be delivered to one or many recipients, and can be sent via SMS and/or email.
Using this feature
Head to your Journey Manager overview page
Hit the “Edit journey Manager” button
Expand the “Escalation Policy” tab
Modify the settings as required