How the Emergency Number Is Chosen

When a resident sees the emergency notice while browsing or creating a service ticket, URBI works out which phone number to show them for that specific property. This article explains the order it follows and what a resident sees when no number applies.

The resolution order

URBI checks the following, in order, and stops at the first one that has a usable number:

1. Arthur's emergency transfer rule, if Arthur is turned on for the property. If the property has Arthur (the AI phone agent) enabled, and there's an active transfer rule set up for emergency calls that isn't an escalation rule and isn't a fallback rule, the destination number on that rule is used.
2. The company's Emergency line. If step 1 doesn't apply or doesn't have a rule set up, URBI falls back to the Emergency line set on the management company (see How to Set the Emergency Line).
3. The company's general support line. If the Emergency line hasn't been set, URBI falls back to the company's general support line.
4. No number at all. If none of the above is set, no phone number is shown.

Blank counts as not set

A field that's empty, or that only has spaces in it, is treated exactly the same as a field that was never filled in. So if someone types a space into Emergency line and saves, URBI treats that the same as if the field were empty and moves on to the next step (general support line, or no number).

What the resident sees at each stage

• A number is found (any of steps 1-3): the resident sees both lines of the notice: "Tickets are reviewed during business hours." and "If this is an emergency, call [number] now.", with the number as a tappable link that opens their phone's dialer.
• No number is found (step 4): the resident still sees the notice, but only the first line: "Tickets are reviewed during business hours." There is no emergency line shown, and nothing for the resident to tap.

Why Arthur's number can take priority over the Emergency line

Arthur's transfer rule is checked first because it represents a live, monitored routing decision your team has already configured for emergency calls on that property, which can point somewhere more specific (or more current) than the general company-wide Emergency line. If you change the company's Emergency line and residents still see a different number, check whether the property has an active Arthur emergency transfer rule, see Troubleshooting.