Support Chops Reminders, backups and alerts
If a dispute hasn't been decided, Dispute follows up so it doesn't get missed.
The timeline
- 1 day before Decide by: the reviewer gets a reminder, and the team's backup reviewer gets the full dispute with Approve and Deny. Whoever decides first wins.
- 4 hours before Decide by: a last-call reminder to the reviewer and the backup, and an at risk alert to management.
- At Decide by, still undecided: the dispute expires, the agent is told, and management gets a missed alert.
Every reminder is a full dispute
Each reminder has Approve and Deny, so you can decide right there. Older copies shrink to a one-line note pointing to the newest one, so there's always one place to click. When anyone decides, every copy updates for everyone, showing the outcome and who decided.
Reminders go out at exact times, but your Slack notification schedule decides when you're actually pinged. A reminder outside your working hours waits quietly until you're back, so this works for any shift pattern.