Run the Outlook escalation queue before SLAs slip
Point Carly at the support@ Outlook shared mailbox and she'll pick out VIPs, billing disputes, and churn-risk language, log each one in the Escalations workbook in Excel with reason + owner + SLA clock, and ping the named owner in Slack with a 2-line summary.
Outlook 
Microsoft Excel 
Slack What Carly does
- 01 Read new mail in the support@ Outlook shared mailbox
- 02 Match against escalation criteria — VIPs, billing disputes, churn-risk language
- 03 Log each match in the Escalations workbook in Excel — reason, owner, SLA clock
- 04 Assign the right owner per the routing rules
- 05 Ping the named owner in Slack with a 2-line summary + Outlook link
Escalations land on the right desk in minutes
VIP threads stop sitting in the shared inbox for half a day. The Escalations workbook is the source of truth, the SLA clock is visible, and the owner sees the ping in Slack — not buried in a digest.
Email this to Carly to kick it off.
Hey Carly,
Can you run the escalation queue off our support@ Outlook shared mailbox every hour during business hours?
Read new messages and match against our escalation criteria — VIP customer (check the VIP tab in the Escalations workbook in Excel), billing dispute language ("refund", "chargeback", "overcharged"), or churn-risk language ("cancel", "competitor", "disappointed"). For each match, append a row to the Escalations workbook with timestamp, customer, reason, assigned owner, and an SLA clock based on tier.
Then ping the named owner in Slack with a 2-line summary and the Outlook deep link. Don't reply to the customer — leave that to the owner.
Thanks! More recipes for customer support teams
Group unassigned tickets by urgency, tag by product area, and route P0s to the on-call — every morning, on its own.
Read →
Read the ticket, pull the account tier and history from HubSpot, and draft a tone-matched reply ready for review.
Read →
Spot a real bug, file a Linear issue with the repro, link it back in Zendesk, and ping the right engineering channel.
Read →Ready to automate your busywork?
Carly schedules, researches, and briefs you—so you can focus on what matters.
See what people say
"Before Carly, I relied on a Calendly link, but the whole process felt impersonal and not very professional. Carly changed that by handling all the back-and-forth, so I'm no longer stuck in endless email threads trying to line up schedules.
Now Carly reaches out to candidates, shares my real-time availability, lets them pick a slot, then sends a Zoom link and drops it straight into my calendar. She sends reminders to both of us before each call, which has significantly reduced no-shows and last-minute confusion.
On top of scheduling, Carly acts like a full executive assistant, sending me my schedule the night before so I can prepare for each call. It reminds me of the old x.ai assistant, but Carly is noticeably smarter, faster, and better suited to my healthcare recruitment business."