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 calls and her text 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
The client needs their contact details updated — a new phone number, address, or email
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 right away:
You'll receive an email with the client's name, contact information, and a direct link to the client's 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.
Text message
You can also have escalations texted to you, so you see them when you're away from your desk.
All three are on by default, and you control each one. In your Notification Preferences (the gear icon in the Notifications panel), you can turn In-app, Email and SMS on or off for escalations specifically. For step-by-step instructions, see How to View Notifications and Edit Notification Preferences.
Finding Escalations in GydeOS
The Activity page
If your agency has the Activity page, that's the best place to work escalations. The Escalations panel near the top lists every open escalation across your book from the last 30 days, with a running count. Clicking one opens a panel showing why Gia escalated, a recommended next step, and the exchange that set it off — and it's where you clear an escalation once you've handled it. See How the Activity Page Works in GydeOS.
The Campaigns page
Escalations also appear on the Campaigns page, 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.
The client's record
Every escalation also sits on the client's own Activity tab alongside the calls and texts around it, marked Open or Resolved by [name]. See The Activity Tab on a Client Record.
What the Escalation Record Shows
Each escalation record includes:
Timestamp — when the escalation occurred
Reason — a category, plus a brief description of why Gia escalated. The categories are Benefit question, ID card issue, Access to care, General servicing, Plan change request, Grievance, Claim dispute, Prior authorization, Dependent change, Prescription appeal, Cross-sell lead and Contact info update.
Recommended next step — what Gia suggests you do
Context — any additional detail Gia captured, and whether it came up on a call or over text
An Urgent tag appears where Gia judged the situation urgent. The full conversation transcript is also available, so you can read exactly what was said before following up.
Following Up with Your Client
Your real next step is always the same: contact the client directly, by phone, email, or by scheduling a follow-up meeting. Nothing in GydeOS reaches out to the client on your behalf once an escalation is raised.
Once you've handled it, click Mark as resolved in the escalation panel on the Activity page. That takes it off your escalations list and out of the count, and records who cleared it and when on the client's record. It doesn't message the client and it doesn't delete anything. Anyone who can reach the client can resolve it, so a principal can clear a broker's escalation.
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.