# 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.

Category: Customer success. For: Founders, Customer success.

## What it's for

Every emergency reaches a technician who accepts it, fast, and the customer knows what happens next.

Suited to:

- 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

1. Triage
2. 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:

- 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.

Use this template: https://app.closefinch.com/app/agents/templates/emergency-dispatcher (sign in first). Every template: [https://www.closefinch.com/templates](https://www.closefinch.com/templates).