Arthur's Escalation Console - Overview

Arthur is URBI's AI assistant. It handles resident inquiries across phone, SMS, email, and in-app chat. When a resident's issue needs ongoing attention, Arthur opens a case and manages it automatically, following up, re-evaluating, and escalating as needed.

The escalation console (previously called Follow-ups) gives staff full visibility into every active case Arthur is managing: what's happened, who's been contacted, and what Arthur is planning next. Staff can review the case timeline, step in to adjust Arthur's approach, take ownership of a case directly, or add a question-and-answer to the knowledge base so Arthur handles it better next time.

Who can use this: Staff, board members, and property managers.

Where to find it: Go to Arthur in the left sidebar, then click the Follow-ups tab. The new console is available at /hero-arthur-beta during the current preview period.

One problem, one case

Arthur keeps one issue as one service ticket and one case. If a resident sends another message about the same problem, Arthur updates the existing ticket and case instead of opening a duplicate. A genuinely different problem still gets its own ticket and case, so the case list stays an accurate picture of what's actually outstanding.

Escalations always reach someone

When a case needs a person, Arthur works through the property's escalation ladder: any specific rules configured for the property first, then a fallback sequence if those don't reach anyone. An emergency always alerts a manager, day or night, even if the building has already had several emergencies in the same hour, so a real emergency is never treated as "already handled" because a similar one came in recently.

A manager reached through the escalation ladder doesn't need to open the console to respond. They can reply by text, and Arthur matches that reply, whether it's a plain yes, no, or a written answer, to the specific request it was about, so the confirmation reaches the right resident and updates the right case.

Turning Arthur off

Turning Arthur off for a property stops it everywhere at once, across phone, text, email, and the in-app chat. There's no channel where Arthur keeps responding after it's been switched off for that property.