Handoff rules are the instructions you give to your AI Assistant for what to do with a task when it needs to be escalated or if it is resolved. Think of these as the instructions you would give an employee for what to do if they’ve completed a task, or what to do if they are blocked and need to pass it on.

Handoff actions

Within our handoff rules, you can define:

• Whether it applies to a specific set of properties or company-wide
• Whether it applies to calls and/or SMS and emails
• Whether it applies to a specific context
• Who to assign the task to
• Who to subscribe
• Status updates
• Workspace updates
• Adding a due date
• Adding categories
• Posting an internal comment
• Phone tree for phone call escalation
  • To trigger a phone tree, specify the phone numbers to dial; they will be dialed in the order they are written. If call cannot be connected to a recipient via phone tree, a message will be recorded.

Some example handoff rules:

• Leasing: For leasing inquiries, assign to Mary Joe. Subscribe Patrick Doyle. Forward the call to 555-555-555, and then 555-111-1111. Make the category "leasing".
• Maintenance: When a maintenance request comes in, assign to Mary Joe. Change the workspace to "Work orders". Make the due date one week from today.
• Emergencies: When it is an emergency, change the workspace to "Work orders". Assign to Patrick Doyle. Subscribe Martina Lopez and Liz Sparks. Make the due date today. Forward the call to 555-555-5555, and then 555-666-1222.
• New business: For new business or sales inquiries, assign the task to Liz Sparks. Subscribe Mary Joe. Forward the call to 555-555-5555.
• General inquiries: For general inquiries, assign to Martina Lopez. Forward calls to 555-555-5555.