In this article, you'll discover the escalation flow section of the Nobi application and learn how each tab helps you manage escalations.
What
The Escalation flow section is where you can configure how Nobi handles escalations. It gives you a structured overview of the escalation procedure, escalation priorities, escalation causes, and escalation preferences in one place.
In this section, you decide who gets notified and how, how escalations are prioritised when several happen at once, how quickly an unanswered escalation falls back to a phone call, which causes your team can cite as the reason for an escalation, who can close which escalation types remotely, which sounds are used, and how notifications behave across the site / community.
Why
A clear escalation flow makes sure every escalation is handled quickly and correctly. By defining procedures, you make sure the right people are contacted without delay.
Setting priorities makes sure the most urgent situation is the one that takes priority and appears in the application, even when a housing unit has several escalations at the same time. Priorities also control how quickly an unanswered escalation falls back to a phone call, so an urgent escalation reaches someone by phone sooner than a lower priority escalation and nothing stays unanswered.
Adding escalation causes builds insight into why incidents happen. This helps you find patterns and take preventive action to improve resident safety.
Configuring preferences aligns escalation handling with your team's workflow. This reduces confusion during incidents and keeps communication consistent across your site / community.
Procedure
Use this tab to define who gets contacted, and in what order, when an escalation is triggered.
Escalation setup: choose whether escalations are sent via the Nobi Mobile App or by phone, and in what order users are called about the escalation.
Informational setup: secondary informational options via email or mobile notifications sent if an escalation occurs. These are used only for informative purposes, not to respond to the escalation itself.
Department level modifications: shows what will be overridden from the site / community escalation procedure at the department level. You can configure the escalation procedure at site / community level or override it to set a specific escalation procedure for a department.
Learn how to configure the escalation procedure here.
Priorities
Use this tab to drag and drop each escalation type into the order that matters most to your team. Falls are always a critical priority. Assistance calls, resident calls, and monitoring event escalations can each be assigned a high, normal, or low priority. Priority can also be set per situation, so the same escalation type can rank differently depending on what triggered it. Only the highest-priority escalation per housing unit is shown in the application.
You can also set the phone fallback in the priorities tab. When your escalation procedure sends escalations via the Nobi Mobile App, an escalation that stays unanswered in the app for a set amount of time falls back to calling the users in the escalation procedure. You choose how long to wait per priority level, so escalations with a critical or high priority can switch to phone calls sooner than escalations with a normal priority. Low priority escalations never receive a phone call.
Learn how to configure escalation priorities here.
Causes
Use this tab to define what possible causes can be selected for an escalation when it occurs. This can be set up for resident calls, assistance calls (with or without a resident), and falls.
By using causes consistently, you build a reliable dataset that helps you understand trends and improve prevention. Causes also support clearer reporting and insights in the Resident Insights page.
Learn how to create escalation causes here.
Learn how to use escalation causes here.
Preferences
Use this tab to define how escalations behave for falls, resident calls, and assistance calls.
Decide who can close escalations remotely and which users must be physically present to close escalations. This can also be set per escalation type.
Configure escalation sounds for desktop and mobile, and define how often mobile alerts repeat. This helps you recognise and respond to different escalation types quickly.
For falls, you can enable automatic closure after confirmation. This removes manual follow-up when the resident has already been helped, while still allowing control when needed.
Learn how to configure escalation preferences here.