Alerts and Notifications were built to help you stay on top of new messages, unresolved messages for “x” amount of time, and assignments. The following alerts and notifications are available in Ivy:

Escalation Notifications

Typically, these notifications are sent via email and text message when a message has been unresolved for “x” minutes. These messages are for hotel managers only, but can be customized for agents as well. 

Escalations are programmed differently at each hotel. The following are common ways to utilize Escalations: 

  1. After 10 mins a text message is sent to the Front Desk Manager on Duty phone. 
  2. After 25 mins a text message is sent to the Front Desk Supervisor
  3. After 40 mins a text message is sent to the General Manager 

If you feel your notifications are incorrect or you are receiving unwanted notifications, please click on the “?” icon and select Live Support to speak with a Customer Success Technician.  

EMAIL / TEXT NOTIFICATIONS AND ESCALATION ALERTS - Description of email and text alerts, notifications and escalation alerts

Email and SMS text notifications and escalation alerts for new guest requests can be sent to users immediately, or based on a preset time parameter (ex - 10 minutes after message is received and has not yet been responded to)

Email and SMS text alerts can be customized by:

  • Timing of alert
  • Users who receive alerts

Currently, Go Moment staff is required to setup or make changes to all email and SMS text notifications or escalation alerts. To make any changes, add new notifications, or if you have not found the information you’re look for, please reach out to an Ivy Live Support agent! 

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