Mention Escalation

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Who this is for

Product Manager: Your JTBD is "if they don't open in 2 hours, send email" — escalate when a user misses an in-app notice, with inbox read as an early-exit path.

Feature Developer: You author a notifier workflow/2 with a wait_until progress rule and cancel_signals so inbox read cancels the wait before the time gate fires.

Not this path

Delivery-feedback / webhook escalation — "if the provider says delivered, resume" — is documented in Feedback escalation workflow. That path is provider-driven via webhook ingress; this recipe covers inbox-read early exit instead.

Prerequisites

Feature Developer: notifier with wait_until + cancel_signals

Workflows are declared via the optional workflow/2 callback on a Chimeway.Notifier module:

defmodule MyApp.Notifiers.PaymentReminder do
  use Chimeway.Notifier

  @impl true
  def workflow(_params, _recipient) do
    {:ok,
     %{
       workflow_key: "payment_reminder",
       workflow_version: 1,
       steps: [
         %{
           step_key: "initial_notice",
           step_order: 1,
           channel: :in_app,
           config: %{
             "progress" => [
               %{
                 "kind" => "wait_until",
                 "anchor" => "prior_delivery_terminal_at",
                 "delay_seconds" => 7200,
                 "to_step" => "email_escalation",
                 "cancel_signals" => ["chimeway.notification.read"]
               }
             ]
           }
         },
         %{
           step_key: "email_escalation",
           step_order: 2,
           channel: :email,
           config: %{}
         }
       ]
     }}
  end
end

Runnable TeamPulse reference: DemoHost.Notifiers.PaymentReminder in the demo host.

Trigger

Chimeway.trigger(
  MyApp.Notifiers.PaymentReminder,
  %{email: "user@example.com", invoice_id: "INV-1001"},
  idempotency_key: "payment-reminder-inv-1001",
  tenant_id: "org_456"
)

Both :idempotency_key and :tenant_id are required.

READ-driven early exit

When the user opens the in-app notice, the host calls the public inbox API:

Chimeway.mark_read(notification_id, recipient_identity)

Chimeway emits a durable chimeway.notification.read signal. SignalRouterWorker drains the job and calls Chimeway.Workflows.route_signal/1, which matches the waiting run's pending_signals. The run resumes with a signal_received transition whose context carries event_name only — do not call Chimeway.Signal.track/4 after mark_read.

Time fallback

If the user never reads the notification, WorkflowProgressionWorker advances the run at due_at to the to_step email channel. See Oban integration for dispatcher and queue configuration.

Automated proof: JOUR-06 under mix verify.journeys (read-cancel + time-fallback; two @tag :jour_06 tests).

Runnable proof

  • DemoHost.Seeds.escalation_waiting!/0 — trigger-only seed for Morgan's payment reminder
  • JOUR-03 in examples/chimeway_demo_host/test/demo_host_web/journey_test.exs — seed → :waiting with pending_signals → Chimeway.mark_read/3 → signal → :active