#Configure Automated Escalation Profiles for Mail Contacts

Automated escalation profiles for mail contacts can enable an automated escalation process when a mail contact renewal task is not completed within the specified time.

To access Automated escalation profiles, click the Automated escalation profiles card on the Profiles & templates page.

Before you create an automated escalation profile for mail contacts, ensure that any reminder profiles, approval processes, and email templates that you want to use are already configured.

To define automated escalation profiles for mail contacts, click Create > Automated escalation profile for mail contact on the ribbon to open the Create escalation profile for mail contact panel and configure the following settings:

1. Profile name – Enter a name for the automated escalation profile for mail contacts.

2. Description – Enter a description for the automated escalation profile for mail contacts.

3. The escalation action is to delete the mail contact. Configure the following settings for the action:

   • You can choose to Use an approval process for this automated action, and then select an approval process from the drop-down list.

     NOTE

     For a mail contact renewal process with this escalation profile configured, if no approval is enabled for the automated deletion, mail contacts will be deleted directly by the escalation.

   • You can choose to Send a reminder email to the task assignees before the escalation, and then select a reminder profile from the drop-down list.

   • You can choose to notify specific people when the escalation action is executed, and then specify users or groups (Microsoft 365 Groups, distribution groups, or mail-enabled security groups) as the email notification recipients. You can also enter $ to select from available user roles. Then, select an email template from the drop-down list, and the escalation notification email will be sent in your selected email template.

     NOTE

     The "$Current task assignee" role refers to the assignees of the current renewal task.

4. Click Save to save all your configurations.

After the profile is saved, it is available to select in the Escalation settings of a mail contact renewal profile.