Western Slope call tree

How a call to Western Slope's main line flows. Oct 14: MCC is back as the repair backup; callers Clara can't place reach the team.

Updated 2026-10-14 · Western Slope

flowchart LR
  T([Resident calls]) --> O[/Main office line/]
  T --> M[/Old fridge-magnet number/]
  M --> MCC1[AppFolio call center MCC answers
types work order in AppFolio]
  MCC1 --> AFR[Emergency issue type?
AppFolio calls on-call list]

  O --> C[Clara answers]
  C --> W[Knows caller by phone number
or asks name + property]
  W --> Q{What is it about?}
  W -->|Address not found| NF[Clara takes a message]
  NF --> NFM[Email to team inbox]
  NF -->|Repair or wants a person| MCC2[Connect to MCC backup]

  Q -->|Leasing| L[Clara answers, books tours]
  L --> LH{Wants a person?}
  LH -->|Office hours| LR[Ring Kat, then Bev
20 sec each]
  LH -->|After hours| MSG
  LR -->|No answer| MSG

  Q -->|Routine repair| RW[Clara writes the work order
in AppFolio herself]
  RW --> RV[Clara follows up until done]
  RW -->|Insists on a person| MCC2

  Q -->|Emergency, any hour
issue type or tenant says so| EW[Clara writes an emergency work order]
  EW --> E[Ring Ryan, Jay, Jonathan
call + text + email]
  E -->|Nobody answers| EM[Urgent message
+ 911 advice if danger]

  Q -->|Police, fire, gas| P[Ring on-call people
until someone answers]

  Q -->|General question| G[Clara answers it herself
like the property manager would]
  G -->|Can't answer, or needs
a person's decision| MSG
  Q -->|Anything else| MSG[Note to shared inbox
transcript + recording]

  classDef live fill:#e3f2ea,stroke:#2f7d5b,color:#1d2420
  classDef soon fill:#fbf0dc,stroke:#b7791f,color:#1d2420
  classDef gap fill:#f8e2dd,stroke:#b8432f,color:#1d2420
  classDef neutral fill:#eef1ee,stroke:#8a958f,color:#1d2420
  classDef outside fill:#f3f3f3,stroke:#9a9a9a,stroke-dasharray:4 3,color:#4a4a4a
  class C,W,L,LR,MSG,RW,RV,EW,E,EM,P live
  class NF,NFM,MCC2 soon
  class M,MCC1,AFR outside
  class G neutral
  class T,O,Q,LH neutral

Why it's harder than it looks, what's open, and the to-do list

What makes it harder than it looks

• MCC is back, as a backup only. Clara still writes every work order herself, emergencies included. MCC (970-695-8684) only gets a repair caller who insists on a person, or one whose address Clara can't place. Turning Western Slope's Maintenance switch off still sends every repair call straight to MCC.
• Nobody gets ghosted. On Oct 13 a commercial tenant (1000 Wellington Ave) called twice about a ceiling leak. The building isn't in Propflow, so Clara couldn't place it, took no message and told nobody. Now she takes a message, the team inbox gets an email, and if she skips the message a check after the call sends it anyway.
• The magnet path stays, separate. The old number on ~220 fridge magnets still goes straight to AppFolio's call center (MCC). It is drawn dashed: Clara's flow never sends anyone there. The goal is to retire that number or point it at Clara.
• AppFolio won't ring for us. Work orders staff type in don't set off AppFolio's emergency calling, so ones Clara writes probably won't either. Our own emergency chain has to do the ringing.
• Emergencies ring during office hours too, not just at night. A tenant saying "it's an emergency" counts.
• Clara is the property manager for everyday questions. On the call everyone agreed to add a "general questions" category: office hours, how to pay rent, pet and parking rules, the portal, move-out steps. Clara answers these from the company's policies and the General section of onboarding, which is why filling those in matters. Only what she can't answer, or what needs someone's decision, becomes a note.
• "Everything else" never rings a person, even 9 to 5. Jay only wants a note with the transcript and recording.

Still open

• Sync Western Slope's commercial buildings so Clara can take their repairs too? Sean is for it, Fede worries about billing and onboarding.
• MCC answers with a "press 1 for English" menu. Clara warns callers; pressing it for them needs a settings change on Western Slope's live account.
• Always ask which property, or trust the caller's number? Jay and the live system use the number.
• Retire the magnet number and point it at Clara, or leave it?

To do

• Test the new path on our own test line: a made-up address three times, then ask for a person.
• A text to a company number we haven't mapped still gets no reply. Fix next.
• Fill in the policy topics and the General section, so Clara has the answers for everyday questions.