Emergency escalation to on-call
When a resident reports a burst pipe, gas leak, or lockout, Serlo notifies your on-call manager by SMS—and escalates to backups if they don't respond.
Emergencies can't wait until morning
A resident calls at 2 AM with water pouring through their ceiling. If no one answers, the damage gets worse—and the liability grows.
Relying on voicemail or a shared on-call phone means missed calls and frustrated residents. You need a system that actually reaches your manager and creates an audit trail.
A burst pipe at 2 AM
It's 2 AM. A resident at Riverside Apartments calls the office number—water is pouring through their ceiling from the unit above. No one is at the front desk.
Serlo picks up, recognizes the urgency, captures the property, unit, and issue details, then immediately sends an SMS to the on-call maintenance manager with everything they need to respond. If that manager doesn't acknowledge within minutes, Serlo escalates to the backup contact—automatically.
The resident gets reassurance that help is on the way. Your manager gets full context before calling back. And there's a complete audit trail for the morning.
Serlo identifies emergencies and notifies on-call
You define what counts as urgent. Serlo handles the rest.
Resident describes the issue
Serlo asks what's happening. If the resident mentions flooding, no heat, a gas smell, or a lockout, Serlo flags it as urgent.
Details captured first
Before notifying, Serlo captures property, unit, issue details, and contact info—so your manager has full context.
On-call manager notified by SMS
Serlo sends an SMS to your on-call manager with the emergency details and resident contact info.
Automatic escalation to backups
If the primary doesn't respond, Serlo escalates to your backup contacts. Your team sets the order and timing.
What this means for your team
Fewer missed emergencies
Urgent calls reach your on-call manager in seconds—not hours. No more relying on voicemail for critical situations.
Reduced liability exposure
A documented audit trail shows who was notified, when, and what action was taken—for every emergency.
Less disruption for non-urgent calls
Only true emergencies reach on-call. Routine issues become tasks for the next business day—so your team rests easier.
What an emergency call looks like
Common questions
How does Serlo know it's an emergency?
You configure emergency triggers during setup—like "flooding," "gas smell," "no heat," or "locked out." Serlo listens for these and escalates accordingly.
What if my on-call manager doesn't answer?
Serlo escalates to your backup roster automatically. You set the order and timing.
Can I change who's on-call each week?
Yes. You manage your on-call schedule in the Serlo dashboard.
Explore more ways Serlo helps
What to expect
We walk through your call types and routing preferences.
We show Serlo handling real scenarios—maintenance, leasing, emergencies, and general inquiries.
We map Serlo's follow-up tasks to your team's existing workflow.
Never miss an emergency call
Set up emergency routing for your on-call roster.