Escalations & Cases

Some customer conversations need a manager, and some of what's said about them should never reach the customer. In Business Dash, raising an escalation opens a case: a private thread where the responsible people work out the response, separate from the customer-facing conversation.

Raising an escalation

Any staffer handling a customer chat can raise it. The escalation lands in a manager's queue where it's assigned, worked, and resolved. Raising it is also what opens the case thread behind it.

An escalation carries the three roles that matter for who should be in the room:

• the staffer who raised it,
• the manager it's assigned to,
• whoever resolved it.

Who's in the case

When the case opens, it's seeded with the people already attached to the escalation, plus anyone holding an active break-glass access grant (a time-boxed permission to view a sensitive conversation). The manager acting on it is added too.

Other managers can be brought in later. The person you add sees the thread's history from the moment they join, so nobody has to re-explain the situation to a newcomer.

Why a non-participant sees nothing

The case is customer-invisible by construction. It renders on a different surface from the customer conversation and never appears on the customer's side.

Membership isn't a checkbox on a screen — it lives in the database query. A request for a case you're not a participant in comes back empty rather than denied, so there's no thread title, no metadata, nothing to infer. This is the same query-level visibility model described in Permissions & Access Control: the rule is applied where the data is read, not where it's displayed.

The practical effect is that your team can be candid in writing without wondering who else can read it. The people in the case are exactly the people you put there.