VoiceAI Escalation Behavior

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.

Call Initiation

When the resident calls in about an emergency and triggers an "escalation", the following behavior happens.

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

Call Answering

If someone in the call schedule answers, the AI announces: "Resident is on the line about {emergency issue, e.g., no hot water}. Press 1 to be connected or 9 to deny

Acceptance behavior

• Resident is still on the line: If the person presses 1 to accept, the AI connects the caller to the resident if the resident is still on the line.
• Resident no longer on the line: the AI will instead say, "press 1 to accept the escalation", which will send the caller a text message. They will then need to call the resident back to respond to their issue.

Denial behavior

• If the person denies the call (presses 9), the AI continues down the call path to the next person in the schedule.

Note: If there is a call delay set between each call, and the first person 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.

If the on-call person answers, the AI will instead say, "Press 1 to accept the escalation or 9 deny". If the call schedule individual then presses 1, the AI send the on-call person an acknowledgment text message with details to call the resident back.

Text Notifications

Elise sends a text message to anyone who misses the call or if someone accepts the escalation right after the call is missed or ends, containing the following information:

• Escalation Number
• Status: Accepted or Pending
• 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

Responding to Escalations

If a caller in the on-call schedule misses a call, they will receive a text message to acknowledge the escalation.

Example Text Message: "Escalation #206: PENDING, press 3 to accept."

Reply to Accept:

• The caller should reply to the text message with the corresponding number to accept the escalation i.e. respond with 3.
• When the caller replies to the text message to accept the escalation, they will receive a confirmation text. By accepting, the caller acknowledges that they will call the resident back to address the escalation.

Example Confirmation Text: "Escalation #206 accepted by {person's name or number}."

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.