VoiceAI has a texting-based escalation system for emergency call routing. See Voice Team Set-up if you have not set up a team yet.

You have two options when determining escalation behavior:

1. Live Call escalation keeps the resident on the line while the AI calls maintenance technicians in the emergency maintenance routing plan.
2. Message Relay escalation notifies the resident that their issue is being escalated immediately and they will receive a text or call back soon, and then the AI ends the call.

Call Initiation

When the resident calls in about an emergency and triggers an "escalation", one of the following behaviors happens:

Live Call

1. The AI starts calling the routing plan for the team.
2. The caller hears hold music during the escalation.
   

Message Relay 

1. The AI plays a message to the resident: "We will be escalating this issue to our emergency maintenance team immediately, and you will receive a text or call back soon. Thanks for your patience."
2. The AI ends the call.
3. The AI starts calling the routing plan for the team.

Unrecognized Residents

If the caller is not a recognized resident, Elise will initiate the emergency call routing but will not create a work order. Currently, the AI will prioritize emergency escalation over resident authentication.

Call Answering

When someone in the call schedule answers, the AI will relay the resident's maintenance emergency and offer the following options for response:

Live Call

• Press 1 to connect with the resident and accept the issue
• Press 2 to de-escalate the issue as routine maintenance
• Press 3 to report a known issue
• Press 0 to replay the message

Note: If there is a call delay set between each call and the first team member has missed the call, the AI will not keep the resident on the line after the first call. The AI will instead tell the resident that the team was notified of their issue while it continues dialing the on-call routing schedule.

Message Relay 

• Press 1 to acknowledge the issue and receive a summary
• Press 2 to de-escalate the issue as routine maintenance
• Press 3 to report a known issue
• Press 0 to replay the message

Missed Calls and Responding to Escalations

If a maintenance technician misses the call, the AI will send a text with similar options. Note that the exact number to press for each response is randomized.

• Reply # to accept the issue
  • This option will include details on what will happen in response, such as the AI will tell the resident you've accepted
  • Example: "Your emergency maintenance request has been accepted, and someone will be on their way shortly! They’ll contact you with any updates if necessary. Thank you for your patience."
• Reply # to de-escalate
  • This option will include details on what will happen in response, such as the AI will tell the resident the issue is not an emergency
  • Example: "Thanks for reporting your issue. A maintenance technician has reviewed it and determined it’s not an emergency under our guidelines. Our team will handle it as routine maintenance during office hours. We appreciate your understanding!"
• Reply # to report known issue
  • This option will include details on what will happen in response, such as the AI will tell the resident that the issue is known
  • Example: "The maintenance team is already aware of the issue and will reach out for more information if needed. We will update you when we know more. Thanks for your patience."

Reply to Acknowledge:

• The team member should reply to the text message with the corresponding number to accept, de-escalate, or report a known issue 
• When the team member replies to the text message to acknowledge the escalation, they will receive a confirmation text. By accepting, the team member acknowledges that they will call the resident back to address the escalation.

Example Confirmation Text: "Escalation #206 accepted/de-escalated/reported known by {person's name or number}."

Text Notifications

Elise sends a text message containing the following information to anyone on the escalation path:

• Escalation Number
• Status: Accepted, Pending, De-escalated, Known Issue
• Resident Name
• Details of the issue
• Conversation Link (used to call the resident back, masking the phone number)
• Contact Info
• (If applicable) The name of the person who accepted the escalation

Stopping the Call Path after Escalation

• Accepting an escalation will stop the call path, preventing further calls to others in the schedule.
• Elise sends an "escalation accepted" text message to only those who was previously notified, informing them that the escalation has now been accepted.