After-Hours Emergency Call Routing
A done-for-you home services automation built for the On-Call Coordinator, connecting Twilio and Slack so the work below happens on its own.
What this automation does, step by step
When a call or text comes in outside business hours, this automation scans the message for emergency keywords (no heat, flooding, no AC in extreme temperatures) using voicemail transcription and keyword matching, and instantly routes anything flagged as urgent to the on-call technician's phone via a priority text and call, bypassing the general voicemail box entirely.
Non-emergency after-hours calls get a standard message confirming the office will call back the next business day.
On-call staff get paged within seconds instead of a customer's burst pipe waiting until the 8 a.m. voicemail check, and the business captures emergency revenue that used to go to whichever competitor happened to answer the phone at 2 a.m.
- CallRail or a VOIP provider with transcription
- Twilio
- Zapier or Make.com
- ServiceTitan or Housecall Pro
- Slack (on-call paging)
Using different software? We build around what you already have, so you never have to switch tools to automate.
The manual way vs. the automated way
Without automation
Left unautomated, an on-call coordinator spends hours on the parts of this job that don't require judgment: copying data, sending reminders, and tracking status by hand. It's the kind of work that quietly eats hours every week.
With this automation
- Status updates triggered by real milestones in your systems
- Support requests routed to the right owner with full context
- Escalations when a response deadline is about to slip
- Fewer inbound status calls for your front desk
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