Start by reviewing how to configure an Escalation Trigger here

We'll take a look at two other actions that can be used alternatively to or in conjunction with the email escalation action: reply to contact and text escalation.

Start by selecting Add Action in the left hierarchy and Send message to contact.

Edit a message to be sent back to the contact automatically after the set amount of time from the trigger. Select Save + Add Another Action.

For the last action, we'll select Send message to someone other than contact

Similar to the email escalation, input the mobile number of the contact you'd like the message to go to and customize the escalation message to be sent. 

Escalated messages will then begin to be to sent to the contacts selected. 

To save your changes, select Save + Finish, name the Zing and turn it on. 

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