Fault escalations — from email to an AI phone call, until it is fixed
When a subcontractor does not pick up a fault, FixPoint does not give up. It automatically escalates notifications from email to SMS to an AI phone call, and finally notifies the manager of the company that ordered the repair. No stoppage is left waiting in an unread inbox.
Email → SMS → AI phone call → manager. Each step fires automatically when the previous one gets no response.
If a contractor does not accept the email or reply in time, FixPoint moves to the next channel on its own.
Email acceptance, reminders and calls are logged, so you always know who was notified and when.
Email and SMS escalation are in every plan; the AI phone call to contractors is included from the Advanced plan up.
What are the escalation channels?
Email → SMS → AI call → manager. FixPoint tries each channel in that order until someone takes the fault.
When does it escalate?
When there is no pickup or response. If the contractor does not accept or reply in time, FixPoint moves to the next step automatically.
Is email acceptance recorded?
Yes. FixPoint records whether the subcontractor accepted the email request or not, giving you a clear trail.
Is the AI call an add-on?
It is included from the Advanced plan up. Email and SMS escalation are in all plans.
Who benefits most?
Teams with multiple sites, and anyone facing night or weekend stoppages when no one is watching the inbox.
How it works
Escalation runs automatically the moment a fault is dispatched. You do not chase anyone by hand — FixPoint climbs the channels for you.
Request by email
The subcontractor gets the request by email with the fault details. Whether they accepted it or not is recorded, so nothing hides in an unread thread.
SMS reminder
If there is no response, an SMS reminder follows straight to the contractor's phone — a nudge that is hard to miss even away from the desk.
AI phone call
If there is still no response, an AI assistant calls the subcontractor by phone, states the fault and asks them to take it on — no waiting for anyone to check messages.
Manager notification
Finally, the manager of the company that ordered the repair is notified, so a stubborn fault always lands on a human who can act.
What it solves
Missed emails, silent contractors and stoppages outside office hours all cost time. Escalation turns each dead end into the next attempt.
Problem: the email sits unread
A fault is sent to a contractor who is on the road, on another job or simply not looking at their inbox. Hours pass and nobody knows the request is stuck.
Solution: automatic climb
FixPoint escalates on its own — SMS, then an AI phone call, then the manager. Each channel fires only when the previous one gets no response, so the right person is always chased next.
Result: nothing left unattended
Faults get accepted faster, night and weekend stoppages are covered, and you keep a full record of who was notified at every step.
What's included
Email and SMS escalation are in all plans. Every FixPoint plan can notify a contractor by email and follow up with an SMS reminder when there is no response.
AI phone calls are included from the Advanced plan up. The automatic AI call to the subcontractor — the step that reaches people even when they are not reading messages — is part of the Advanced and Enterprise plans. See exactly what each plan includes on the pricing page.
Who it's for
Escalation earns its keep wherever a stalled fault has real consequences: many locations to cover, a small central team, or breakdowns that happen at night and on weekends. If a stoppage cannot wait for someone to open an email, FixPoint keeps chasing until it is taken on.
Frequently asked questions
What are the escalation channels?
FixPoint escalates through four channels in order: an email to the subcontractor, an SMS reminder, an AI phone call, and finally a notification to the manager of the company that ordered the repair. Each step only fires when the previous one gets no response.
When does a fault escalate?
A fault escalates when there is no pickup or response within the expected time. If the contractor does not accept the email request or reply, FixPoint automatically moves to the next channel — you do not have to intervene.
Is email acceptance recorded?
Yes. FixPoint records whether the subcontractor accepted the email request or not, so you always have a clear audit trail of who was notified and when. That record also feeds the response-time and work-quality metrics.
Is the AI phone call an add-on?
Email and SMS escalation are available in all plans. The AI phone call to the subcontractor is included from the Advanced plan up. See the pricing page for a full breakdown.
Who benefits most from escalations?
Teams that run multiple sites and anyone facing night or weekend stoppages benefit most, because escalation keeps reaching the right person even when nobody is watching the inbox. It pairs naturally with AI routing, which picks the right contractor in the first place.
Related: Fault reporting software · Fault reporting · AI routing · Knowledge base
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