Emergency Call Escalation.
Emergencies are never handled solo. Defined trigger phrases — gas leak, chest pain, 'attorney now' — fire an immediate warm transfer to the on-call human with a spoken whisper summary, or a 911 instruction where appropriate. Never booked as a routine appointment.
How the AI employee does it
(from the Inbound Receptionist playbook)Listen for triggers — defined emergency keywords are hard-coded escalation events
Warm-transfer live — the on-call human gets the call with a spoken whisper summary first
Instruct when needed — genuine emergencies get a 911 instruction, not a booking
Log and review — every escalation flagged in the daily digest and weekly QA pass
Tools on the job
(official APIs)Retell AITwilioSlack
Full stack on the Inbound Receptionist knowledge base.
Measured by
(the number that matters)A healthy 30-45% escalation band alongside 72-81% containment — too-low escalation is itself a red flag
Every action logged and reviewable — how trust works here.
Related tasks
(the staff work together)Put this on someone's desk
(alpha)Theo (Ext. 109) handles emergency call escalation as part of the Inbound Receptionist seat — flat from $499/agent/mo, one agent per dedicated machine. Build the staffer.