How do I change Diane's escalation rules?
Email me the change. Live within hours.
Escalation rules are anything that says "call my cell directly instead of taking a message." Common ones:
- True no-heat emergencies in winter
- Suspected gas leaks (always escalate, always recommend leaving the house)
- VIP customers (by name or phone number)
- Calls from specific area codes
- Calls after a specific hour
To change a rule, email me with the change. Same-day turnaround. You don't need to wait for the monthly review.
For complex changes (e.g., "escalate only if it's also -20°C outside"), we'll talk through it on a quick call to make sure the logic is right before I push it live.