Troubleshooting - Arthur's Escalation Console

"Resolve" button is greyed out or shows an error

A case that is already in a terminal state (Resolved, Handed Off, or Dismissed) cannot be resolved again. If you're seeing an error, the case was likely already closed by another staff member or by Arthur's automatic evaluation. Refresh the page to see the current state.

Verification PIN failed - resident is locked out

Residents who contact Arthur from an unverified number or address, by phone, text, email, or the resident app, receive a 6-digit code to prove who they are. That code is always sent by email, even if the resident is verifying by phone or text. The code expires in 5 minutes. If the resident enters the wrong code too many times, they are temporarily locked out.

• Resident says they never received a code. The code always goes to the email address on their profile, never to a text message. Check that URBI has the correct email address on file for them; a stale or missing email is the usual cause.
• Ask the resident to wait a few minutes and try contacting Arthur again, the lockout is time-based and lifts automatically.
• Emergency contacts bypass the PIN requirement entirely.

Manager's text reply wasn't recognised

When Arthur escalates a case, the manager who receives it can reply by text instead of opening the console. If Arthur doesn't pick up that reply as an answer to the escalation:

• Confirm the manager's phone number is listed on the property's escalation rules, or in the transfer rules, exactly as it appears on their profile. A number that isn't on either list is treated as an ordinary, unverified sender.
• Ask the manager to reply directly to the message Arthur sent rather than starting a new text thread.

Case urgency looks wrong

If Arthur assigned the wrong urgency level to a case, use Adjust to correct it:

1. Open the case drawer.
2. Click Adjust in the controls panel.
3. Change the Urgency field (Critical / High / Medium / Low) and, if needed, the Emergency flag.
4. Add an optional note explaining the change.
5. Click Save. Arthur's next evaluation will use the updated parameters.

Deeplink (?caseId=) isn't opening the right case

If you received a link with a ?caseId= parameter and it's not opening the case drawer, check:

• You are on the Follow-ups tab (not Conversations or Analytics).
• You are viewing the correct property, case IDs are property-scoped.
• The case has not been dismissed. Dismissed cases are hidden from the default list view; switch the State filter to Dismissed to find it.

Case is stuck: Arthur hasn't evaluated it in a long time

Arthur self-schedules its evaluation cycles. If a case appears stale (no activity for more than a few hours despite being in an active state), a background safety sweep runs every 6 hours to catch and re-activate any orphaned cases. If the case remains inactive after 6 hours, contact support.