Use Case

Emergency recognition and structured routing

Serlo checks resident conversations for signs of a possible emergency, captures relevant details, and supports your configured escalation procedures.

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The Problem

Emergencies can't wait until morning

A resident calls at 2 AM with water pouring through their ceiling. A voicemail may not capture the property, unit, source, or immediate conditions your team needs.

Your emergency workflow needs consistent intake, clear urgency flags, and a task that gives the team useful context for follow-through.

Scenario

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 checks the conversation for signs of a possible emergency, asks for the property, unit, source of the water, and contact details, then creates a structured task flagged for your team's review.

The resident knows the report has been captured for the property team. Staff can review the conversation context and follow the response process they have configured.

How It Works

Serlo recognizes urgency and organizes the handoff

Serlo checks the conversation for signs of a possible emergency and captures the details your team needs. When enabled and configured, it follows your escalation procedures.

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 creating the task, Serlo captures property, unit, issue details, and contact info—so your team has useful context.

Urgent task created

Serlo creates a structured task with the emergency flag, issue details, and resident contact information.

Configured escalation applied

When enabled and configured, Serlo follows your escalation procedures for identified potential emergencies, giving staff a clear record for ownership and follow-through.

Outcomes

What this means for your team

Consistent emergency intake

Potential emergencies are identified during the conversation and recorded with the details your workflow requires.

Documented context

Structured tasks preserve what the resident reported and how the request was classified for team review.

Less disruption for non-urgent calls

Identified potential emergencies can be flagged for review, while routine requests can enter the standard task queue.

Example

What an emergency call looks like

Resident:"There's water pouring through my ceiling—something burst upstairs."

Serlo:"I understand—that sounds urgent. Which property and unit are you in?"

Resident:"Riverside Apartments, unit 3A."

Serlo:"Got it. I've marked this urgent and recorded the details for your property team's emergency workflow."

FAQ

Common questions

How does Serlo know it's an emergency?

Serlo checks conversations for signs of a possible emergency, considers the conversation context, asks follow-ups, and flags identified requests for your team. Recognition is not guaranteed for every urgent situation.

How does the team know what to do next?

The task includes the emergency flag and captured context, and follows the routing rules established for your operation.

What can customers configure?

You can configure supported escalation procedures, routing settings, and on-call contacts. Those settings can reflect the properties and operational guidance relevant to your team.

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