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How do I set what counts as urgent?

Urgent rules, hand-off rules and where summaries go.

Narrated video with captions, 36 s. Made with a fictional company, Brightline Heating & Air (sample · fictional business). Read the transcript · Download the step-by-step PDF

Step by step

  1. Step 1: These rules decide which calls reach a person right away.

    These rules decide which calls reach a person right away.

  2. Step 2: Write what's urgent in your own words. For Brightline, that's no heat below forty degrees, no cooling above ninety, water leaking from the unit, or any alarm.

    Write what's urgent in your own words. For Brightline, that's no heat below forty degrees, no cooling above ninety, water leaking from the unit, or any alarm.

  3. Step 3: Then say when a call goes to a person: when they ask, when they're upset, when it's about a bill or a warranty, and anything about gas or smoke.

    Then say when a call goes to a person: when they ask, when they're upset, when it's about a bill or a warranty, and anything about gas or smoke.

  4. Step 4: Last, set where summaries go and the number calls pass to. Brightline sends them to Maria by day and to the on-call tech after six.

    Last, set where summaries go and the number calls pass to. Brightline sends them to Maria by day and to the on-call tech after six.

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