Heymarket automations can now send messages to someone other than the contact who triggered the automation. This makes it easy to notify internal teams or escalate conversations when specific conditions are met.

How it works

1. Create or edit an automation: https://app.heymarket.com/automations/new/.
2. Choose a trigger (for example, a keyword in an incoming message). You can use any of the existing Automation triggers.
3. Add an action to send an email or SMS.
4. Select Respond to other contact and select or enter from one of the following options:
   1. Email address or contact for email escalation.
   2. Phone number or contact for SMS escalation.
5. Select the email or SMS template you'd like to send.

Works with existing automation logic

Email and SMS escalations can be combined with all existing automation components, including triggers, conditions, delays, and additional actions.

This means you can:

• Use multiple triggers or keyword rules
• Add conditions (for example, business hours, tags, or message content)
• Include delays before sending the escalation
• Chain escalations with other actions, like tagging conversations or sending customer-facing replies

Escalations behave just like any other automation action and fit seamlessly into your existing workflows.
 

Examples

Manager Escalation

If a customer texts the a message that contains the word manager, Heymarket can automatically send an email to a manager or supervisor so they can review the conversation and follow up quickly - without messaging the customer again.

Sales Lead Notification

If a prospect texts keywords like pricing or demo, Heymarket can automatically send an SMS to a sales rep or shared sales inbox so the team can follow up.

Other Use Cases

• After-hours alert: Notify an on-call teammate when a customer messages outside business hours
• VIP escalation: Alert an account owner when a high-priority customer reaches out.
• Billing issue routing: Notify the billing team when a message includes keywords like “invoice” or “refund.”
• Technical issue escalation: Send an alert to engineering or IT when customers report outages or errors.