Go to AI Settings → Escalation
Settings → AI Receptionist → Escalation Rules.
Add emergency keywords
Enter keywords that signal an emergency: 'flooding', 'burst pipe', 'no heat', 'gas smell', 'sparking'. The AI listens for these during every call.
Set your escalation number
Enter the phone number that gets texted when an emergency keyword is detected. This is usually your personal cell.
Choose the message format
You'll get a text with the caller's name, number, what they said, and a callback link. You can customize the message template.
Frequently asked
Does the AI tell the caller it's escalating?
Yes. It says something like: 'This sounds urgent. I'm flagging this right now and someone will call you back immediately.'
Can I escalate to multiple people?
Yes. Add multiple escalation numbers and all of them will receive the text.