Troubleshooting: Arthur's Escalation Console
Common issues with Arthur's escalation console: resolve errors, PIN lockouts, urgency corrections, and stuck cases.
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"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 by phone or SMS from an unverified number receive a 6-digit PIN by email. The PIN expires in 5 minutes. If the resident enters the wrong PIN too many times, their number is temporarily locked.
Ask the resident to wait a few minutes and try contacting Arthur again — the lockout is time-based and lifts automatically.
If the resident is not receiving the PIN email, check that URBI has the correct email address on file for them.
Emergency contacts bypass the PIN requirement entirely.
Case urgency looks wrong
If Arthur assigned the wrong urgency level to a case, use Adjust to correct it:
Open the case drawer.
Click Adjust in the controls panel.
Change the Urgency field (Critical / High / Medium / Low) and, if needed, the Emergency flag.
Add an optional note explaining the change.
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.