Customer success · For Founders, Customer success
Emergency dispatcher
When a customer reports an emergency, it checks what they described against the emergencies you handle (burst pipes, no heat, a gas smell: your list and your words), and if it is one, pages your on-call ladder: the technician on call by text, an automated call with press 1 to accept, and in the app, repeating every few minutes and escalating to the backup and then a manager until someone accepts. The customer is told honestly what happens next, never an arrival time nobody gave. Routine requests aren't paged.
Opens the template in the app. Sign in or start free first.
What it's for
Every emergency reaches a technician who accepts it, fast, and the customer knows what happens next.
- Home services, facilities and field-service teams with on-call technicians
- After-hours emergency lines
What you get
- The triage decision and why
- The emergency being paged, with its timeline (each page, the acceptance)
When it runs
- When you run it
What it uses
- Calls and texts to your on-call team (calls and texts need your own Telnyx account)
You choose:
- What the customer reported
- Where (optional)
- Their callback number (optional)
Its steps
- Triage
- Page the ladder
Approvals
Pages only your own teammates, on their own verified alert phones and in the app (Settings → Emergency dispatch); a teammate's STOP is honoured. Nothing is sent to the customer from this agent: on a call, the voice agent texts the caller's own number when a technician accepts or when nobody did. Off until an owner turns emergency dispatch on.
Checked before release
The template's eval suite must pass these before a version ships:
- Pages the on-call ladder for an emergency
- Doesn't page for a routine request
- Stops paging when a technician accepts
Questions
- How does a technician accept?
- Reply YES (or the code) to the page text, press 1 on the page call, or tap Accept in the app. The first acceptance stops the paging.
- What if nobody accepts?
- After the last step (or the maximum time you set), the owners you choose are told at once, and the caller gets a text that a manager will call back.
More customer success templates
Inbound receptionist
Your phone answered around the clock: after hours, on holidays, and when nobody in the ring group picks up within the seconds you set.
Account memory keeper
Reads an account's recent conversations and saves the durable facts (preferences, processes, risks) to the account's memory, each with the quote it came from.
Won deal handoff
When a large deal is won, waits an hour for the dust to settle, then opens the onboarding task for the team.