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when the bot was initially launched phone was the only contact method for escalations recently based on your feedback we have introduced email as a contact method lets see how to choose this option first we have to ask the bot to escalate by typing escalate followed by the case number the bot will then provide a definition of what escalation means and if this is what we want to do well say yes it will then ask for the reason of escalation lets say lack of timely progress and then how we want the manager to contact us choose email and now the bot will docHub out to the case owners manager and request them to contact you if they are out of the office it will docHub out to the on shift duty manager to contact you you