Description
Summary TIERED SMS ESCALATION LOGIC & SUCCESS NOTIFICATIONS WELLNESS CHECK-IN PLATFORM UGOOD ABOUT UGOOD UGOOD is a live wellness check-in platform that sends automated SMS check-ins to subscribers through Twilio. If a subscriber does not respond to their check-in, the system must escalate through a tiered support network called Vanguards, Anchors, and Kinspersons until contact is confirmed. We are also adding an optional success notification feature that alerts a subscriber's tribe when they check in successfully. We are looking for an experienced developer to build both features and integrate them with our existing Twilio SMS backend and Airtable member database. FEATURE 1 :TIERED ESCALATION LOGIC TIER 1 : SUBSCRIBER CHECK-IN - UGOOD texts subscriber: "Hey [Name], UGOOD?" - Subscriber responds → escalation stops immediately - Subscriber does not respond after 3 attempts (30 minutes apart) → escalate to Tier 2 TIER 2 : VANGUARD - UGOOD texts Vanguard: "Hi [Vanguard Name], this is UGOOD. [Subscriber Name] has not responded to their check-in. Are you able to reach out to them to make sure they're good? Reply YES if you're willing to reach out or NO if you're unable to at this time." - Vanguard replies YES → UGOOD responds: "Thank you. Please reach out to [Subscriber Name]." → escalation stops immediately - Vanguard replies NO or no response received within 30 minute timeout → escalate to Tier 3 TIER 3: ANCHOR - UGOOD texts Anchor: "Hi [Anchor Name], this is UGOOD. [Subscriber Name] has not responded to their check-in and their Vanguard was unable to reach out at this time. Are you able to reach out to them to make sure they're good? Reply YES if you're willing to reach out or NO if you're unable to at this time." - Anchor replies YES → UGOOD responds: "Thank you. Please reach out to [Subscriber Name]." → escalation stops immediately - Anchor replies NO or no response received within 30 minute timeout → escalate to Tier 4 TIER 4: KINSPERSON - UGOOD texts Kinsperson: "Hi [Kinsperson Name], this is UGOOD. [Subscriber Name] has not responded to their check-in and previous contacts were unable to reach out. As their Kinsperson are you able to reach out to them immediately to make sure they're good? Reply YES if you're willing to reach out or NO if you're unable to at this time." - Kinsperson replies YES → UGOOD responds: "Thank you. Please reach out to [Subscriber Name]." → escalation stops immediately - Kinsperson replies NO or no response received within 30 minute timeout → Crisis flag triggered CRISIS FLAG - If all three tiers respond NO or don't respond within their 30 minute timeout - Subscriber is automatically flagged in Airtable admin dashboard - UGOOD admin team receives immediate alert - Full escalation chain is recorded in Airtable with timestamps FEATURE 2: OPTIONAL SUCCESS NOTIFICATIONS Overview: When a subscriber successfully responds to their check-in they have the option to notify their Tribe that they are good. This feature is optional and fully controlled by the subscriber through their member portal.