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Emergencies on a call: the safety line and the priority path

Emergencies on a call

For home-services businesses, and on every call a customer places to your line, the assistant listens for an emergency as soon as the caller says what is going on: a gas smell, a carbon monoxide alarm, sparks or a burning smell, active flooding or a burst pipe, a sewage backup, and no heat or no cooling in dangerous weather. It does not diagnose anything.

What happens when a call is urgent

  1. The safety line comes first. Before any question, the assistant speaks a short, standard safety line for the situation, for example: if you smell gas, leave the building and call 911 or your gas company from outside. The line is fixed wording; the assistant never improvises safety advice.
  2. It tries to reach you live. The assistant requests a live transfer to your cell, marked URGENT. Your normal transfer rules still decide (working hours, a cell on file, the caller not opted out). If a live transfer is not possible, it asks you to call the person back now instead, again marked URGENT.
  3. You are alerted. You get a text that starts with URGENT, the caller's first name and the category (for example "gas smell / possible gas leak"), with a link to the lead. The caller's exact words stay in the transcript, not in the text.
  4. First available only. If the caller still wants a visit booked, the assistant offers the soonest openings and does not negotiate days.

The lead is marked urgent on your dashboard, and the call's timeline shows the moment the emergency was recognized.

What the assistant will not do

  • It will not decide something is *not* an emergency on its own when the caller used the words above; the words decide.
  • It will not book a visit on an on-site or inbound call before it has checked for an emergency.
  • It will not speak any safety wording other than the fixed lines.

Turning it on

This feature ships off until the safety wording has been reviewed; your FirstFiveMin operator turns it on for the platform. Until then, calls behave exactly as before and nothing above is spoken.

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