How to Set the Emergency Line
The Emergency line is the phone number your company gives residents when they see an emergency notice while creating a service ticket. This article covers where to set it, who is allowed to change...
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The Emergency line is the phone number your company gives residents when they see an emergency notice while creating a service ticket. This article covers where to set it, who is allowed to change it, and what to expect when you save it.
Who can change it
Only a company admin can change the Emergency line. The field is visible to everyone who can open the Company Information drawer, but it's read-only (greyed out) unless you are a company admin. This is enforced twice: the drawer disables the field for non-admins, and saving is independently checked against your company admin record before anything is written, so the field cannot be changed by going around the drawer either.
If you believe you should be a company admin and the field is locked for you, contact whoever manages admin access for your company.
Steps
- Go to Settings > Profile.
- Find the Company Information section and click Manage.
- The Edit Company Information drawer opens. Scroll to the Contact section.
Enter the number in the Emergency line field. Enter it the way you'd want a resident to read it (for example, a standard 10-digit number, or a full international number). Leave it blank if your company does not want to offer a dedicated emergency number.
Click Save changes.
- You'll see a confirmation that company information was updated. The new number takes effect immediately for every resident at every property this company manages.
What good input looks like
- A number that reaches a live person or an answering service, not a mailbox that's only checked during business hours.
- No extension-only values (a number that's nothing but an extension, like "x22", is treated by the resident app as unusable and won't be shown at all, see How the Emergency Number Is Chosen).
- A number, not a name or a note. This field is shown to residents as a tappable phone number, not as free text.
Caution
This is the number residents are told to call in an emergency. Before you save a change here, confirm the number is actually staffed and answered outside business hours, for example by an answering service, an on-call line, or a person who has agreed to take after-hours calls. A number that goes unanswered defeats the purpose of the notice, and residents have no other emergency number to fall back on from within the app.
How this interacts with Arthur
If your property has Arthur (the AI phone agent) enabled, and Arthur has an active emergency transfer rule set up, residents are shown Arthur's transfer number instead of this Emergency line, for that property. See How the Emergency Number Is Chosen for the full order URBI follows.