Setting up escalation routing and timers

Last updated: October 4, 2026

When Movo needs a person, it raises an escalation. Routing decides who hears about it first, and how long they have before Movo asks someone else. The goal is to get each question to the right person at the right time. You need to be an admin to change it.

Pick a category

Go to Settings, then Escalations. Each kind of question has its own route, so a refund request can go to different people from a financial aid question. Click the one you want to change.

The list of escalation categories, with Refund request ringed

Categories under Routing set for the whole organization, like welfare and safeguarding, have one route for everyone. They can't be changed for one part of your organization.

How a route works

A route is a list of steps. Each step notifies a level, like everyone at the family's location, or people you name. If nobody takes it on in time, Movo moves to the next step. The last step keeps it until someone does.

A route moving from Location to Branch to the whole organization when nobody takes it on in time

If nobody is at a level yet, Movo skips that step and goes straight to the next one.

A route skipping an empty Location and notifying the Branch straight away
  • Once someone takes it on, it stops moving. If they then go quiet for two days, Movo picks it back up and carries on.
  • Movo only notifies people between 9am and 9pm, in the family's local time. A step that would start overnight waits until morning.

Change the route

Click Edit path.

The Refund request route, with Edit path ringed

For each step, click who's notified. Pick a whole level, or name specific people.

The who's notified list open, with a named teammate ringed

Then set how long that step has before it moves on. You can pick anything from 15 minutes to a week.

The path editor, with the first step's Moves on after time ringed

To add another step, click Add a step. A route can have up to 10. The arrows move a step up or down, and the cross removes it.

The bottom of the path editor, with Add a step ringed

When you're done, click Save path. The new route applies to the next escalation of that kind.

The bottom of the path editor, with Save path ringed

A different route for one part of your organization

Maybe one branch wants its refund questions to go straight to its treasurer. Click Customize for a level and pick that branch or location. It gets its own route. Everywhere else keeps the default.

The top of the Refund request route, with Customize for a level ringed

The custom route shows under Other paths. Here, North Branch sends refund questions to one person first, then to the whole branch.

A custom route for North Branch, with its named person ringed

Email or text?

Routing decides who hears about an escalation. How they hear, by email or by text, is each person's own choice. See Getting texts instead of emails.