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Operations Agent
Triaged at 2 AM.Not at 8.
The issue reported overnight gets asked the right questions overnight. Genuine emergencies reach the person on call. Everything else is a ticket with the details already filled in, waiting for the morning.
The problem
It was reported at 2 AM.It got worse until 8.
Nobody triages overnight
The report sits in a voicemail box. Whether it was urgent or routine is not known until someone listens in the morning.
The on-call phone rings for everything
Wake the duty engineer for every report and they stop answering. Wake them for none and the real incident waits.
The ticket arrives half-written
No detail, no context, no steps to reproduce. Someone has to call back before any work can start, which costs another day.
How it works
01
It takes the report
On any channel, at any hour, and asks for the detail that decides urgency.
02
It triages
Against your severity rules. Not its own judgment, yours, written down.
03
It escalates or files
Genuine emergencies page the person on call. The rest become a complete ticket.
04
It keeps them posted
Confirms what happens next and when, so nobody calls back to ask.
What you get
The whole job done,not a demo of it.
Your severity rules, not its opinion
You write what counts as an emergency. It applies that list exactly, and when a report sits on the line it escalates rather than guessing.
Asks the questions that decide urgency
How long has it been happening, how many people are affected, is anything unsafe. The answers are what route the ticket.
Pages the right person
It reads your on-call rota and contacts whoever is actually on duty, then follows your fallback chain if they do not pick up.
Writes a ticket someone can work from
The detail, the timeline, what was already tried, and the contact's availability. Filed in your system, formatted your way.
Schedules the visit or the call
Where the work needs a slot, it offers real openings and books it, so the follow-up is already on the calendar.
Closes the loop
It confirms the outcome with whoever reported it, so the last message is not the one where they were still waiting.
In action
A report, triaged.
Pick a reply or type your own. Watch the severity questions decide where it goes.
Live
Tonight’s requests · triaged as they arrive
0 received
- 4BNo hot water since this morningWork order · Tue 1 to 4 PM
- 12AWater leaking from under the sinkEmergency · On-call paged
- 7CSmoke detector chirpingWork order · Tue 1 to 4 PM
- 2FNo heat, 28°F outsideEmergency · On-call paged
- 9DCloset door off its trackWork order · Wed 9 to 12
Sample workspace · Names and figures are illustrative
Specifics
Where it runs.
On your existing report lines, inboxes, and forms.
- Channels
- Voice, SMS, WhatsApp, email, web chat
- Hours
- 24/7, with overnight routing rules
- Triage
- Your written severity list
- Escalation
- Your on-call rota, with a fallback chain
- Filing
- A complete ticket in your system of record
- Logging
- Transcript, severity call, and routing decision
What if it gets the severity wrong?
It escalates when a report is ambiguous rather than downgrading it. The failure mode is a call your duty engineer did not need, not an incident that waited until morning.
Can it dispatch someone automatically?
It can page whoever is on call and book a slot. Whether it dispatches without a human approving is your decision, set per severity level.
Does it replace our on-call rota?
No. It reads your rota and contacts the person already on it. It changes what reaches them, not who is responsible.
What happens if nobody answers the escalation?
It works down your fallback chain and keeps going until someone acknowledges, then logs who did and when.