Reminders and escalation
Chasing suppliers automatically, and when to escalate
Reminder rules chase suppliers who have not confirmed, have only confirmed part of an order, or have not replied. Each rule has a day threshold, a Create email draft action, and an Auto send toggle, so you can decide per rule whether the agent only prepares the mail or sends it on its own.
Available rules
| Rule | Triggers when |
|---|---|
| No confirmation received | No confirmation has arrived within N days after the purchase order was sent. |
| Partial confirmation | Part of the order is confirmed and the open remainder is still outstanding after N days. |
| No supplier reply | The supplier has not replied to a request or a rejection. First reminder after N days. |
| Second reminder and escalation | N further days after the first reminder. The mail escalates to a Cc address. |
| Rejected line with no corrected confirmation | A rejected line has not been corrected after N days. |
| Goods receipt reminder | Before the confirmed delivery date. Visible but disabled and marked as coming soon, because it belongs to the goods receipt stage. |
Escalation Cc
The escalation rule uses an editable Cc address that is set globally. It escalates to a lead rather than to one named individual, so escalations keep working when people change roles.
How reminders show up in the work list
A thread with no confirmation past the SLA appears as OVERDUE in the Thread Overview and can be filtered from the KPI cards. Reminder mails are written into the thread history like any other outbound message.