On-call number and how emergencies work

Set it up

Open Settings, then Emergency & on-call. In setup this is step 6, marked Required.

• Emergency handling enabled. The switch for the emergency protocol.
• On-call numbers (comma separated). The phone numbers that should get emergency calls. If handling is on, you need at least one before you can go live.
• Office / transfer number. Where the agent can hand a caller to a person.
• After-hours fee wording (optional). What the agent may say about an after-hours fee.

What happens on an emergency call

1. The agent recognises an emergency from what the caller says, such as a gas smell or a carbon monoxide alarm.
2. It reads a fixed safety script, word for word. The agent does not improvise safety advice, diagnose the problem, or tell anyone it is safe to stay.
3. It collects a callback number and an address.
4. If you turned on live call routing, it rings your routing contacts and connects whoever presses 1. If routing is off, or nobody accepts, the account owners get an urgent email and the caller is told someone will call back. Ringwise never calls 911 for the caller.

For example, for a gas leak the script is: "For your safety, please leave the home now and call 911 or your gas company from outside. Don't use light switches or anything that could spark."

Which emergencies

Gas leaks, carbon monoxide alarms, smoke or fire, and electrical hazards are covered for every trade and cannot be turned off. Your trade adds its own, for example no heat with vulnerable occupants and flooding for HVAC; burst pipe, sewage backup and flooding for plumbing; active roof leak for roofing.

What you see afterwards

Emergencies are pinned first under Needs you on the Inbox as a red card marked EMERGENCY. Press Call back to ring the caller, and Mark handled when it is dealt with.