Frequently Asked Questions - Arthur's Escalation Console

What's the difference between "Take Over" and "Escalate Now"?

Take Over means you are personally assuming ownership of the case. Arthur stops all automated follow-ups, generates a handoff summary for you, and creates a task in your name. The case transitions to "Handed Off."

Escalate Now forces Arthur to immediately escalate the case to the next person in the escalation chain, without you taking personal ownership. Arthur continues managing the case after the escalation.

Use Take Over when you want to handle the situation yourself. Use Escalate Now when the right person to handle it is someone else and you don't want to wait for Arthur's next scheduled check.

Does the resident know when I take over?

Yes. When you take over, Arthur sends the resident a message (via the same channel they used: phone, SMS, email, or in-app) letting them know that a staff member is now personally handling their issue. Arthur identifies the handoff by role, not by your name, unless your property settings specify otherwise.

What happens to Arthur's conversation with the resident after I take over?

The full conversation history stays in the case timeline, nothing is deleted. Arthur stops sending new automated messages to the resident. Any new messages the resident sends will appear in the case timeline for you to see, but Arthur will not reply automatically while the case is in "Handed Off" state.

Can I un-dismiss a case?

Yes. Dismissed cases are hidden from the default list view but not deleted. To find and reopen a dismissed case:

1. On the Follow-ups tab, click the State filter and select Dismissed.
2. Click the case to open it.
3. Click Un-dismiss in the controls panel.

The case returns to its previous active state and Arthur resumes management.

Why did Arthur escalate a case to me even though I didn't set up escalation rules?

Arthur uses a fallback sequence to find the right person when no specific escalation rules are configured for your property. It tries: the primary admin building manager → any admin building manager → any building manager → any property member. If you're receiving escalations unexpectedly, a property manager can configure specific escalation rules under Arthur Settings to route cases more precisely.

How can a resident verify who they are?

By phone, text, email, or the resident app. Whichever channel they use, the code always arrives by email, so a resident waiting for a text should check their email instead. A caller who gives their name but not their unit is asked which unit first, so a common name is never confused with the wrong resident.

Can a resident do the same things by phone as by text or in the app?

Yes, including cancelling a booking or visitor and requesting a receipt, with the same accounting permissions on every channel. If a sign-up can't go through (an event is full, or needs a payment Arthur can't collect on that channel), the resident is told plainly it didn't go through; a caller whose after-call sign-up is refused or still needs payment gets a text with the outcome.

What does Arthur tell a resident if a lookup fails, or if it agreed to bring in a person?

A failed lookup (a balance, a booking, a package, a notice search) is reported as "couldn't be checked right now," never as "nothing there." If Arthur tells a resident it will bring in a person, that actually happens: a person is notified. And if a resident agrees to two separate things in one reply, both are actioned, not just the first.

Can board members take over or adjust cases?

No. Board members have read-only access to the escalation console, they can view case timelines and details but cannot take over, adjust, dismiss, or escalate cases. Those actions are available to staff and property managers.