Understanding Emergency Detection and Call Routing

Written By Andy Peters

Last updated 6 months ago

How does Doorkeep detect emergencies?

Doorkeep uses multiple signals to identify true emergencies with 99%+ accuracy:

Emergency keywords: Water leak, flood, fire, gas smell, break-in, no heat (in winter), no AC (in summer above 85°F), electrical sparks, and more. You can customize this list for your properties.

Context understanding: "My toilet is overflowing and water is everywhere" triggers emergency routing. "My toilet runs constantly" creates a maintenance ticket.

Voice analysis: Panic, distress, or urgency in the caller's voice can trigger emergency protocols even without keywords.

What happens when an emergency is detected?

  1. Immediate acknowledgment: "I understand this is an emergency. Let me connect you to someone right away."

  2. Smart routing: Call goes directly to your designated emergency contact

  3. Backup escalation: If no answer in 30 seconds, tries next contact

  4. Documentation: Full recording and transcript saved with "EMERGENCY" flag

  5. Follow-up: Emergency calls appear at top of your dashboard for review

How do I configure after-hours routing?

Doorkeep offers flexible after-hours support levels:

Minimal Support: Takes messages for everything except emergencies

  • Best for: Properties with rare after-hours issues

  • Resident experience: "I'll have someone call you first thing in the morning"

Standard Support: Handles common issues, troubleshooting, and creates tickets

  • Best for: Most properties (recommended)

  • Resident experience: "I've created a maintenance ticket for tomorrow"

Connect to On-Call: Routes maintenance calls to your on-call team

  • Best for: Properties with 24/7 maintenance staff

  • Resident experience: "Let me connect you to our on-call maintenance team"

Can I customize routing for different types of calls?

Yes! Configure separate routing for:

  • Emergencies: Always go through 24/7, regardless of business hours

  • Maintenance: Route to team, create tickets, or take messages

  • Leasing: Connect to leasing agent, take contact info, or decline after-hours

  • General questions: AI answers from your knowledge base

  • Vendors: Route to specific contacts or take messages