Western Slope emergency line — handoff and vision

flowchart TD
  A(["Caller dials the front-door line"]) --> B["Picks maintenance"]
  B --> C["Unknown-caller intake 
name + street address with unit"]
  C --> D{"Emergency?"}
  D -->|"yes"| E["Mid-call page 
active tier"]
  E --> F["Chain: Ryan, then Jay, then Jonathan 
20 s each 
call + text, + email if on file"]
  F -->|"pickup"| G["Chain ends"]
  F -->|"nobody picks up"| H["Inbox note + Slack post"]
  E -.->|"bug 1"| X1["Clara ALSO live-transfers 
the caller to hop 1"]
  E -.->|"bug 2"| X2["Page fires before the address 
alert says unit unknown"]
  E -.->|"bug 3"| X3["Office email to leasing@ 
at escalation, no name or unit"]
  F -.->|"bug 4"| X4["Email leg skipped 
entry not linked to a profile"]
  G -.->|"bug 9"| X9["Voicemail graded human 
ends the chain"]
  C --> W["After the call: 
work order written"]
  W -.->|"bug 5"| X5["Never reaches AppFolio 
no writer for the front-door line"]
  W -.->|"bug 8"| X8["Reporter = unit's tenant, 
not the caller"]
  R["Western Slope replies 
to an emergency email"] -.->|"bugs 6, 7"| X6["Reply filed on the wrong thread 
became a staff meeting note"]
  classDef live fill:#e3f2ea,stroke:#2f7d5b,color:#1d2420
  classDef gap fill:#f8e2dd,stroke:#b8432f,color:#1d2420
  classDef neutral fill:#eef1ee,stroke:#8a958f,color:#1d2420
  class A,B,C,D,E,F,G,H,W,R live
  class X1,X2,X3,X4,X5,X6,X8,X9 gap

flowchart TD
  A(["Work order with an emergency issue type 
any AC problem counts, day or night"]) --> P1
  P1["Ryan, maintenance manager 
the quarterback 
call + text + email at once"] --> K1{"Press 1 accept 
Press 2 skip"}
  K1 -->|"1"| ACC["Work order assigned to that person 
tree stops"]
  K1 -->|"2, or 5 minutes pass"| P2["Jay 
call + text + email"]
  P2 --> K2{"1 or 2?"}
  K2 -->|"1"| ACC
  K2 -->|"2, or 5 minutes pass"| P3["Technician 
call + text + email"]
  P3 --> K3{"1 or 2?"}
  K3 -->|"1"| ACC
  K3 -->|"2, or 5 minutes pass"| LOOP["Keeps sending it 
until somebody acknowledges 
(their wording; end state not described)"]
  LOOP -.-> P1
  POL(["Police, gas, non-maintenance"]) --> KAT["Call Kat, Jay, Ryan 
until someone is reached"]
  classDef live fill:#e3f2ea,stroke:#2f7d5b,color:#1d2420
  classDef soon fill:#fbf0dc,stroke:#b7791f,color:#1d2420
  classDef outside fill:#f3f3f3,stroke:#9a9a9a,stroke-dasharray:4 3,color:#4a4a4a
  class A,P1,P2,P3,ACC live
  class K1,K2,K3 soon
  class LOOP,POL,KAT outside

flowchart LR
  G["GAP: 5 
Kat, wait, acknowledge, 
move-on time, cycling"]
  P["PARTIAL: 1 
what counts"]
  N["NOT SAID: 3 
tenant, office, daytime"]
  M["MATCH: 2 
order, text + email"]
  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
  class G gap
  class P soon
  class N neutral
  class M live

flowchart TD
  A(["Clara raises the work order 
and wraps up with the tenant"]) --> B["Offline: work order created 
building, unit, reporter = caller, category"]
  B --> C{"Category on the company's list, 
or caller says emergency?"}
  C -->|"no"| N["Normal work order flow"]
  C -->|"yes, day or night"| P["Clara outbound voice agent calls the next person 
text + email at the same moment"]
  P --> T["Clara explains the issue briefly 
answers questions from the work order"]
  T -->|"I've got it"| ACC["Accept: assign the work order 
stop the chain"]
  T -->|"send it to the next person"| M{"More people?"}
  P -->|"no answer or voicemail"| W["Wait the window 
default 5 min, tunable"]
  W -->|"they call Clara back 
inside the window"| ACC
  W -->|"window ends"| M
  M -->|"yes"| P
  M -->|"no"| CY["Start the list again 
cycle until accepted"]
  CY --> P
  ACC --> O["Office / leasing summary email 
AFTER the outcome"]
  G(["Gas, fire, police 
during the call"]) --> G1["Spoken 911 line"]
  G1 --> G2["Chain starts mid-call"]
  G2 --> P
  NT["Never a live transfer of the tenant"]
  classDef live fill:#e3f2ea,stroke:#2f7d5b,color:#1d2420
  classDef soon fill:#fbf0dc,stroke:#b7791f,color:#1d2420
  classDef gap fill:#f8e2dd,stroke:#b8432f,color:#1d2420
  class A,B,C,N,M,O,G,G1,G2 live
  class P,T,ACC,W,CY soon
  class NT gap

flowchart LR
  MG["Merged 
bugs 1, 2, 5, 6"]
  BU["Building 
bugs 3, 11"]
  QU["Queued 
bug 8"]
  DE["Decision 
bugs 7, 10"]
  OT["No change / superseded 
bugs 4, 9"]
  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
  class MG live
  class BU soon
  class QU,OT neutral
  class DE gap

flowchart LR
  D1["D1 natural-language 
outbound agent"] --> G1["Acknowledgement step 
+ assign + retires bug 9"]
  D2["D2 5-min window"] --> G2["Closes the wait gap"]
  D3["D3 callback = accept"] --> G1
  D4["D4 Kat on police / gas"] --> G3["Closes the police gap"]
  D5["D5 any AC counts"] --> G4["Closes the AC part of PARTIAL"]
  D6["D6 same chain by day"] --> G5["Matches their 24/7 rule"]
  D7["D7 reply tag on emails"] --> G6["Fixes bug 7"]
  classDef soon fill:#fbf0dc,stroke:#b7791f,color:#1d2420
  classDef live fill:#e3f2ea,stroke:#2f7d5b,color:#1d2420
  class D1,D2,D3,D4,D5,D6,D7 soon
  class G1,G2,G3,G4,G5,G6 live

flowchart LR
  A["Unknown number 
no person record"] --> B["The customer's 
exact on-call list"]
  B --> C["Dial the 
front-door line"]
  C --> D["Real AppFolio 
behind the unit"]
  D --> E["Reply to every 
email it sends"]
  E --> F(["Only then: 
customer test"])
  classDef live fill:#e3f2ea,stroke:#2f7d5b,color:#1d2420
  classDef soon fill:#fbf0dc,stroke:#b7791f,color:#1d2420
  class A,B,C,D,E soon
  class F live