The contact supervisor is a field that's defined at the contact level. It's available in the contact edit and new screen. This field is useful for defining who the manager is in case the contact is an employee or who the account manager is in case it's a customer.

The supervisor is just another contact in the system.

Setting a supervisor to a contact doesn't mean that the supervisor will start getting notifications automatically like the contact. In fact, no notifications are sent to the supervisor.

If you'd like the supervisor to receive notifications you'll need to setup an escalation rule.

Sending notifications to the contact supervisor

First go to escalation rules by clicking on Your Account on the top menu and then on Settings.

Then click on Escalation Rules on the left menu.

Then click on the green button to add a new escalation rule. Enter a name and then click Save.

From the configuration screen you can setup conditions and notifications.

Conditions allows you to define under what circumstances an escalation rule gets executed. For example, you can have the escalation rule to execute for a specific category.

If you leave the conditions empty, then the escalation rule will execute for all expirations in the system.

The notifications allows you configure how many notifications to send and when. You can add as many notifications as needed.

In the add notification screen you can set:

  • Name: the name of the notification step.

  • Send email: indicate when the notification will be sent. In this case, it'll be sent 15 days before the expiration date.

  • Get contact from: select in this case Expiration Contact Supervisor. What this will do is that the system will look for the contact supervisor of the contacts added in the expiration. If there aren't any supervisors setup then no notifications will be sent.

  • Email Template: select if a specific email template will be used or just the default one.

Click Save and then system will start scheduling the notifications automatically.

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