Order Escalation Management

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Disclaimer: This article is for Lunchbox 2.0 customers only. If your dashboard header looks the same as below, you are in the right place:

Order Escalation Management Overview

The Lunchbox system has a built-in Order Escalation function that detects when orders are not accepted in a timely manner. Under the Order Escalations Tab, you can manage a list of individuals to receive email and/or text alerts when the order is escalated. If the order is not accepted within a predetermined time, a notification will be sent for each rule created until the order is accepted.

Table of Contents

Set Hours of Notifications

These are hours of notifications for non-accepted orders:

Step 1: From the Order Escalation Tab, select one of the below options:

  • Business Hours: Select this option to only escalate orders during normal business hours (recommended)

  • Business Hours +/- Offset: Choose this option if you wish to receive escalations outside of normal business hours

Step 2: If you chose to offset business hours, enter the # of minutes to offset in the appropriate fields

Step 3: Click Save Settings

Set Email/Text Notifications Contact Information

Set email addresses and/or text message format to alert you of non-accepted orders:

Step 1: From the Order Escalation Tab, select the Rule List sub-tab

Step 2: Specify the below, as needed:

  • Minutes After Order Arrives: The number of minutes that pass before you are alerted about an order has not been accepted by the location. Ex: After an order hasn’t been acknowledged for 5 minutes, an alert email will be sent to the address provided

  • Email: Email address that the alerts should be sent to. These can also be configured to be sent as text messages. See note below

Step 3: Check the box next to Enable under Send Email to turn on that notification

Step 4: Click Add Rule

Note: Use your mobile provider’s email address starting with your cell phone number to receive text alerts. Contact your mobile provider to confirm text email. Here are a few examples:

  1. T-Mobile: yourcellnumber@tmomail.net

  2. Sprint: yourcellnumber@messaging.sprintpcs.com

  3. AT&T: yourcellnumber@txt.att.net

  4. Verizon: yourcellnumber@vtext.com

  • Managing Events

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