Thanks @Fellsteruk  We made a change about a year back to a priority based model. We combine our social & community responses and assign based on priority in Response. What we found was a lot of community posts didn't quite fit the criteria and SU's were complaining of lack of opportunity to respond. So we've got a 24 hour delay on some boards + escalate button to pull straight into Response. What we've found is the SU resource isn't enough to catch all those posts and we've seen declining return on Value surveys. What I'm trying to do is keep that in place, but auto-escalate for any new members (defined by a role) so we answer those quickly. We know our new members usually end up with us as a last resort so it's prudent to have the chance to answer quickly if needed. But the role-based auto escalate doesn't do anything, so suspect it may be configuration rather than admin settings. ... View more