---
title: SMS and Voice escalation
description: If a customer doesn't fix their address within your hold window, Tacey can escalate via SMS (Agent+) or AI-driven voice call (Commander).
canonical: https://tacey.app/changelog/sms-voice-escalation
published: 2026-03-19T16:00:00.000Z
updated: 2026-05-05T19:45:46.982Z
category: feature
---
# SMS and Voice escalation

If a customer doesn't fix their address within your hold window, Tacey can escalate via SMS (Agent+) or AI-driven voice call (Commander).

All A2P 10DLC compliant. Automatic carrier compliance handling, opt-out support, and smart timing (no 3am calls).