Manager Review
The escalation queue - where interrupts go when a reviewer wants more senior eyes.
Some interrupts shouldn't be decided by whoever happened to be assigned them. A reviewer who isn't comfortable making the call can escalate the interrupt, which moves it into the manager review queue - a separate scope of the inbox worked by members who hold the review permissions.
Escalating
From an interrupt's detail, press Escalate for review (it needs the inbox.escalate permission). Escalating:
- Marks the interrupt Escalated - the badge appears on its card and in its header.
- Unassigns it, so it leaves the original reviewer's queue and waits for a manager rather than sitting with someone who has already passed on it.
- Records Escalated for review and Unassigned in the audit log, and fires the
interrupt.escalatedwebhook so your systems can react - pause a workflow, page someone, or just log it.
Escalation is one-way. There is no de-escalate; an escalated interrupt stays in the review queue until it is answered. It also stays visible in the Entire inbox scope, so nobody loses sight of it.
Live sessions escalate too
Live View has the equivalent for agent sessions - see acting on a session. Escalated sessions land in their own queue on the Live View page rather than in the inbox.
Working the queue
Switch the scope dropdown to Manager review (or use the command palette's Manager review queue). The queue lists every escalated interrupt in the organisation, using the same cards, sorting and Show closed switch as the rest of the inbox.
The detail pane works as it does elsewhere, with two differences:
- Reviewers can decide the action requests and reassign the interrupt - for instance to themselves, or to a specialist - but the classification is read-only and there is no escalate button (it's already here).
- Members with
review.viewalone can watch the queue but not act on it; deciding and reassigning needreview.approve.
The review queue is deliberately independent of the ordinary inbox permissions. A member with review.view and review.approve can work escalations even if they can't see the inbox at all, which suits a manager who only wants to be involved in the hard cases.
Permissions
| Permission | What it allows |
|---|---|
inbox.escalate | Escalate an interrupt from the inbox |
review.view | See the Manager review scope and the interrupts in it |
review.approve | Decide and reassign escalated interrupts |
The built-in roles set these up as you'd expect: Manager and Developer hold all three, Human can view the queue but not act on it, and Owner holds everything. Custom roles can mix them however you like under access control.