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

1. 01 Read new mail in the support@ Outlook shared mailbox
2. 02 Match against escalation criteria — VIPs, billing disputes, churn-risk language
3. 03 Log each match in the Escalations workbook in Excel — reason, owner, SLA clock
4. 04 Assign the right owner per the routing rules
5. 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!

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