I have multiple shifts with different team members in each shift and want to have several escalation wait times which call/email/text the same individual. I believe the tool does not allow me to add the same contact more than once to the shift. Is this correct?
Example of what I'd like to do:
Start - James - SMS Personal Phone
James - Work Email
10 Minutes - James - Desk Phone
James - Personal Cell Phone
15 Minutes - James - Desk Phone (does not add)
James - Personal Cell Phone (does not add)
If I cannot add duplicate contacts to the same shift/escalation, my only solution is to create a separate shift for each wait time I want to notify again. In this case I would have Start and 10 minutes in one shift, 15 minutes delay in another shift, etc.