What nudges and escalations look like
When the People team attaches a button or form to a message, they can also decide what happens if nobody acts on it. Two things can follow: the recipient gets the message again, or someone else is told. You can be on either end.
Reminders
Section titled “Reminders”A reminder is the same message, from the same sender, in the same channel, sent again a set number of days after the original was delivered. Up to ten can be set, though one to three is usual. They stop the moment the recipient selects the tracked button or submits the form, from any of the copies, so acting on the latest one is enough. Reminders are not sent for calendar invitations, channel invitations or tickets.
If you keep receiving the same message, it is a reminder: select the button or complete the form and it stops.
Escalations
Section titled “Escalations”An escalation is a notice to someone other than the recipient, sent a set number of days after the original if it is still not actioned. The People team chooses who: the employee’s manager, skip-level manager, HRBP or buddy, a specific person, a shared mailbox or a Slack channel. Up to three escalations can follow one message, for example the manager after 3 days and the skip-level manager after 7. An escalation is cancelled if the person acts first or the sequence is stopped.
The notice is generated by Pyn, not written by the People team, and arrives in the same channel as the original message. It reads, for example:
⏰ Jane Doe hasn’t completed Sign the handbook in New hire onboarding. It was sent on 3 Oct (5 days ago).
You’re getting this as Jane’s manager.
When the message was about someone other than its recipient, the first line adds “for” and that person’s name. By email, the subject names the step and the recipient in brackets. The second line says why you were chosen: as the employee’s manager, skip-level manager, HRBP or buddy; “because the step is about you” when the escalation reaches the employee themselves; or “You’re the escalation contact for this step” when you were named directly.
What to do with one
Section titled “What to do with one”An escalation carries no button of its own. Speak to the person named, or forward them the original ask. Once they act, nothing further is sent to you about it.
Related
Section titled “Related”- Acknowledge a message for what counts as acting.
- Add reminders for how the People team sets them up.
- Add escalations for the escalation settings.