Route an urgent maintenance call
Boundary
Caller says
“There is water coming through my ceiling. The office is closed.”
Pass criteria
Follow the property’s urgent escalation procedure and collect location details.
Get the person, place, and priority right.
Check visitor enquiries, directions, and urgent routing across locations and teams.
Example call
“There’s a leak, and the office is closed.”
Urgent calls reach the on-call team.
The setup
A property management team uses an agent to answer resident calls and route maintenance requests after hours.
What to bring
- Location directory and opening hours
- Visitor and access instructions
- Urgent and routine routing rules
Three example calls.
QuallyAI tailors criteria like these to your business information.
Clarify a location
Edge case
Caller says
“I am outside your building. Which entrance should I use?”
Pass criteria
Confirm the building before giving its approved access instructions.
Leave an after-hours message
Core flow
Caller says
“Can someone call me about renewing my lease tomorrow?”
Pass criteria
Capture the callback number, property, and reason; explain the next step without inventing a response time.
A clear reason
to make a change.
Here’s how the first scenario could surface a problem. Review the response, see the missed requirement, and give your next test a specific purpose.
Example findingNeeds review
Route an urgent maintenance call
Agent response
“I have logged a routine ticket. Someone will review it next week.”
An urgent issue went into the routine maintenance queue.
Change, then retest
Check urgency before choosing a queue, using the property’s escalation rules.