An emergency call and a routine call sound the same in a voicemail box.
Where it breaks down:
After-hours emergencies sit in voicemail until morning.
A burst pipe or a gas smell can't wait.
A dispatcher can't tell from a message how urgent a call is.
Everything is returned in the order it arrived.
The on-call tech gets a vague note.
They arrive without knowing what they're walking into.
We built it so urgency decides the order, not arrival time.
- A true emergency has a short list of signs: a gas smell, flooding, burning or sparks, no heat in freezing weather.
- The first job is the caller's safety, and the second is getting a person moving.
- Your team defines what counts as an emergency, and what the caller is told.
The agent had to:
- Recognize an emergency from the caller's description, using the signs you define.
- Give the safety wording you approve before anything else.
- Get it to the on-call person with the details captured.
A RevAIvo Voice agent that triages calls by urgency and hands emergencies to your on-call team first.
Urgency first
Listens for the emergency signs you define, such as a gas smell, flooding, or electrical burning, and moves those ahead of everything else.
Safety wording you approve
Tells the caller what to do first, such as leaving the area and contacting emergency services for danger to life, in wording you set.
Straight to on-call
Where you've set an on-call number, it connects the caller right away. Otherwise it logs an urgent request with the details captured.
Consent first
The first text carries a confirmation that your team has the request, and asks the customer to confirm they would like text updates. Later texts go only to customers who confirm.
It brings in your team when…
Scoped narrow on purpose. Where you've set a number it can connect the caller; otherwise it logs a callback request for your team.
- The caller describes a true emergency. That is every call on this line.
- The caller describes a danger to life. The agent tells them to contact emergency services first.
- The caller isn't sure whether it is an emergency.
- The caller asks for a person.
What the call sounds like
I smell gas in my basement.
Please leave the house right now, and don't touch any switches. Are you outside?
Yes, I'm in the driveway.
Good. From there, please call your gas company's emergency line and emergency services. I'm sending this to our on-call team right now. May I have your name and address?
Luis Romero, 88 Cedar Lane.
Thank you, Luis. Our on-call team has your details. When we hang up I'll text you a confirmation. The text will also ask you to confirm you'd like text updates from us, and I won't send more unless you do.
Sent after the call
Hi Luis, this is Brightwater Heating & Air. Our on-call team has your details. For a gas leak, stay outside and contact emergency services and your gas company. Tap to confirm you'd like text updates from us: brightwater.example.org/texts. To stop texts at any time: brightwater.example.org/stop
Hi Luis, thanks for calling Brightwater Heating & Air. Our on-call team has your details. For a gas leak, stay outside and contact emergency services and your gas company.
The first text asks the customer to confirm they would like text updates. Later texts go only to customers who confirm. Messages go out when the call ends, and the wording is illustrative.
What changes for your team
By design, on every call:
In a pilot we measure this with you, on your own calls in RevAIvo Pulse: calls connected, how each call ended, and how many needed a callback.
An emergency that moves to the front of the line, with the caller told what to do and your on-call team holding the details.
The calls that can't wait, kept out of the voicemail box.