# Escalations

## What are Escalations?

An *escalation* in BuildingPro Suites is the notification of users about alarms on external channels, e.g., by email or SMS.

{% hint style="info" %}
In simple terms: When an alarm is triggered, a user receives a notification by email.
{% endhint %}

Escalations in BuildingPro Suites can be customized in great detail: you can specify exactly which alarms are escalated to which users. Schedules can also be created.

## Configuration Options for Escalations

You can customize escalations according to the following criteria:

### *Who* is notified?

You can specify exactly which users are escalated to.

### *How* are they notified?

Users can be notified on various channels.

The options are:

* Email
* Slack
* Google Chat
* SMS

{% hint style="info" %}
Please note:

* You can specify for each user individually on which channels they are notified. This is done when you [-> configure an escalation.](https://docs.buildings.ability.abb/collection/platform/platform-core/alert-and-escalation/escalations/configure-an-escalation)
* You must configure some technical details, i.e., specify from which email server emails are sent. You can find more information on this under [-> Configure escalation channels.](#configuration-options-for-escalations)
* You must ensure that the correct contact data for the user is available and, if necessary, add it. You can find out more about this topic in the chapter [-> Configure a user for escalations.](https://docs.buildings.ability.abb/collection/platform/platform-core/alert-and-escalation/escalations/configure-users-for-escalations)
  {% endhint %}

### *When* are they notified?

You can set exactly when people should be notified and when they should not.

This is controlled via "Calendars." In these calendars, times can be set for each individual user during which the user receives notifications. Exceptions can also be configured.

### *What* does the user see?

You can customize the content of the messages that a user receives during an escalation.

You can find out how this works under [-> Create templates.](https://docs.buildings.ability.abb/collection/mandatory-base/assets/asset-modeling-create-templates/create-a-new-template)


---

# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://docs.buildings.ability.abb/collection/platform/platform-core/alert-and-escalation/escalations.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.