Overview
When a client asks to speak with you directly, expresses frustration, or has a question Gia can't answer, Gia escalates the interaction and notifies you immediately. This is called an escalation — and it's how Gia hands off to the most important part of the process: you.
Escalations happen during Gia's voice welcome calls and SMS renewal and onboarding campaigns. Each escalation is recorded in GydeOS so you can review context and take action.
What Triggers an Escalation
Gia escalates automatically when any of the following situations arise during a client interaction:
The client asks to speak with you — or to pass along a message
A benefit, coverage, or cost question can't be answered from the plan data on file
The client reports a missing or broken ID card
The client disputes their enrolled plan or requests a plan change
The client expresses interest in a supplemental product (a cross-sell lead)
The client raises a claim dispute, grievance, or prior-authorization issue, or reports trouble accessing care
Any other situation that requires your direct involvement
Gia does not abruptly end the conversation when it escalates — it handles the handoff professionally, lets the client know their broker will be in touch, and continues the interaction where appropriate. To prevent duplicate alerts, if the same client triggers the same type of escalation within 15 minutes, only one notification is sent.
How You're Notified
When an escalation occurs, you're notified in two ways at the same time:
You'll receive an email with the client's name, contact information, and a direct link to the client's campaign record in GydeOS — so you can see the full context in one click.
In-App Notification
The notification bell in GydeOS will show a new alert labeled Escalation | [Client Name] with a red indicator. Clicking it takes you directly to the client's record in the campaign dashboard.
Both alerts are on by default, but you control how you're notified. In your Notification Preferences (the gear icon in the Notifications panel), you can turn Email and In-app notifications on or off for escalations specifically. For step-by-step instructions, see How to View Notifications and Edit Notification Preferences.
Finding Escalations in GydeOS
All escalations are visible in the Campaigns page. You can find them in several places:
Active campaign card — shows an "Escalated" count for the campaign at a glance.
Targeted clients list — filter by Escalated to see only clients who need your attention.
Client campaign detail panel — click any client in a campaign to open their detail. The Escalations section opens by default and shows all escalations for that client in that campaign.
What the Escalation Record Shows
Each escalation record includes:
Timestamp — when the escalation occurred
Client tone — Gia's read on how the client was feeling (for example, Frustrated, Confused, Calm, or Urgent)
Reason — a brief description of why Gia escalated
Context — any additional detail Gia captured about the situation
The full conversation transcript is also available in the client's campaign detail panel, so you can read exactly what was said before following up.
Following Up with Your Client
Escalation records are informational — there is no "resolve" or "close" button. Your next step is to contact the client directly: by phone, email, or by scheduling a follow-up meeting.
Any follow-up meetings will appear in the Meetings tab of the same client campaign detail panel, keeping everything in one place.
For cross-sell escalations — when a client expresses interest in a supplemental product — Gia automatically books a follow-up appointment with you. That meeting will also appear in the campaign panel.