AI Emergency Triage Agent

The AI emergency triage agent is a pre-built Sawy template for businesses and organizations that operate emergency or urgent phone lines. It answers every call instantly, assesses the urgency of the situation through structured triage questions, provides immediate guidance, dispatches the appropriate responder, and escalates critical cases to on-call staff — all within seconds of the call connecting.

Emergency lines can't go to voicemail. Whether it's a property management company handling a burst pipe at 3 a.m., a veterinary clinic with a poisoned pet, or a medical office with a patient in distress, the first 30 seconds of an emergency call determine the outcome. This template ensures every emergency call gets an immediate, intelligent response.

What This Template Does

The AI triages callers through a structured assessment, determines the severity level, and takes the appropriate action — from providing self-help guidance to dispatching responders immediately.

Sample Conversation

AI: "This is the Lakewood Property Management emergency line. Please describe your situation."

Caller: "There's water pouring through my ceiling from the apartment above me!"

AI: "I understand — that sounds urgent. Are you in any immediate danger?"

Caller: "No, but it's flooding my living room."

AI: "Okay. First, if you can see any electrical outlets or appliances near the water, stay away from them. Do you know where your unit's water shutoff valve is?"

Caller: "No, I don't."

AI: "That's okay. I'm dispatching our emergency maintenance team to your building right now. Can I confirm your unit number?"

Caller: "Unit 312, The Pines on Oak Street."

AI: "Got it. Our maintenance team is being notified and will be there within 30 minutes. In the meantime, try to move valuables away from the water. I'll text you the maintenance person's name and phone number. Is anyone else in the unit?"

Caller: "Just me."

AI: "Stay safe. Help is on the way. Call back if the situation changes."

The AI assessed the situation, provided safety guidance, dispatched the responder, and documented everything — within 90 seconds.

Key Features

Integrations Included

• PagerDuty / OpsGenie — on-call routing and escalation management
• ServiceTitan / Housecall Pro — emergency dispatch for home services
• Property management systems (AppFolio, Buildium) — emergency work orders
• SMS — responder alerts, caller updates, and safety instructions
• Slack — team notifications for active emergencies
• Zapier / Make — connect to any dispatch, ticketing, or notification system

Setup in 3 Steps

1. Select the template — Choose Templates → Emergency Line from your Sawy dashboard. This loads triage assessment logic, severity routing, and responder dispatch workflows.
2. Customize your emergency protocols — Define your emergency types and severity tiers, configure triage questions for each scenario, set your on-call roster and escalation chain, and add immediate guidance scripts for common emergencies.
3. Go live — Forward your emergency line and test each severity level. Simulate a critical call, verify the dispatch notification reaches your on-call contact, and confirm non-emergency calls are handled without escalation.

Who It's For

• Property management companies handling tenant emergencies across portfolios
• Home service companies with 24/7 emergency lines (plumbing, HVAC, electrical)
• Veterinary clinics triaging after-hours animal emergencies
• Medical offices handling patient calls outside clinic hours
• Schools and universities managing campus safety and facility emergencies

Will the AI tell people to call 911?

Yes. When the triage assessment indicates a life-threatening situation, the AI clearly advises the caller to hang up and dial 911 immediately. It never replaces emergency services.

How does the on-call roster work?

You configure your on-call schedule (who's on call, when, for which emergency types). The AI dispatches to the current on-call person. If they don't respond within your configured window, it escalates to the next person in the chain.

Does it log calls for liability and compliance?

Every emergency call is fully logged — caller details, triage questions and responses, severity classification, actions taken, and dispatch timestamps. This creates a complete audit trail for liability and compliance purposes.