Few questions I'm hoping someone can address related to Escalation Policies and Contact Plans:
- Escalations can be configured through Trigger Rules with workflow or through custom Escalation policies associated with a shift. I want to make sure I correctly understand the difference in approach. Do escalations configured through Trigger Rules always use the default escalation plan for the shift, while configuring through shift escalation plan allows for further tailoring of escalation and contact steps based on trigger conditions?
Any other differences?
- How can I view the OOTB default escalation policy and contact plan, and is it possible to change them?
- Can I configure the text and voice messages associated with escalations (sent through Twilo Direct)? If so, which module/table?
