Emergency Call Routing & Escalation
A done-for-you home services automation built for the Emergency Dispatch Lead, connecting Twilio and Slack so the work below happens on its own.
What this automation does, step by step
When an inquiry comes in after hours through the website chat, a missed call, or a text, this automation scans the message for emergency language (no heat, active leak, sparking outlet) and instantly classifies it as urgent or routine.
Urgent messages are routed straight to the on-call technician's phone with a priority call and text, bypassing the general voicemail box entirely, while routine after-hours messages get an automatic reply confirming a callback the next business day.
If the on-call technician doesn't acknowledge the alert within five minutes, it automatically escalates to a backup on the rotation list.
Emergencies that used to sit in a voicemail box until the office opened now get a live technician dispatched within minutes, capturing revenue that would otherwise go to whichever competitor happened to answer the phone at 2 a.m.
The manual way vs. the automated way
Without automation
Without automation, this falls entirely on an emergency dispatch lead, who has to track every step by hand across emails, spreadsheets, and sticky notes.
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
Often built alongside this one
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