User story · Persona: Medical Officer and Program team. Medical Officers need Email and WhatsApp escalation when verification stays pending past the cut-off, and the program team needs to change notification copy, schedules, and cadences without a code release, so that operational adjustments can happen at the speed of programme decisions. 

These two pieces ship together because they are tightly coupled: the MO escalation is the first non-in-app trigger and validates the configurability plumbing end-to-end. 

• MO escalation trigger and cap: If a verification stage stays pending beyond the configured cut-off for the active state variant, escalate to the Medical Officer mapped to the Supervisor. Capped at once per Supervisor per month (repeated breaches do not produce repeated escalations within the month). Subject or title: "Pending incentive verifications for Supervisor <Name>". Body: count of ASHAs under the Supervisor whose verification is pending beyond the cut-off, the month-year, and a call to follow up. 

• Channels: Email via the existing Email gateway. WhatsApp via the official WhatsApp Business API integration. Track delivery status (sent, delivered, failed) per channel and write to the notification log. On delivery failure, log and surface to the operations dashboard; no automatic retry beyond standard channel-level retries. 

• Configurable values per event type and channel: Title and body copy with placeholder variables (<Month YYYY>, <Count>, <ASHA Name>). Initial trigger offset (for example, the Supervisor 2-day grace). Recurring cadence interval. Maximum recurring attempts (cap to avoid spam). Channel selection per event type: in-app, email, WhatsApp. 

• Admin surface and versioning: Admin UI (or admin tooling entry) lists every event type, shows current values per channel, and allows edits without a code release. Changes take effect for dispatches scheduled after save; in-flight dispatches use the values active when they were scheduled. Maintain a version history of template and cadence changes for audit. 

• Affected modules: Notification service (escalation handler, monthly cap enforcement, multi-channel dispatch, template and cadence resolution at dispatch time). Email gateway integration. WhatsApp Business API integration. Configuration service (template and cadence storage with versioning). Admin tooling (configuration UI). Notification log datastore.