Production AI agent · Event-driven specialist
Emergency SMS routing agent
A specialized AI agent evaluates incoming messages for urgent property issues. A deterministic workflow routes qualifying incidents to the team through Twilio.
The operational problem
An urgent tenant message can arrive alongside routine questions and text reactions. Routing every message as an emergency creates alert fatigue; relying on keywords alone misses the meaning and timing of the request.
How a run works
- 1Trigger
Incoming team SMS
The webhook checks the event type and destination, and filters reaction messages and notification loops.
- 2AI judgment
Assess urgency
The model evaluates the message and timestamp against escalation instructions, returning a decision and reason.
- 3Controlled actions
Route qualifying alerts
Code checks the decision, resolves configured recipients, and starts Twilio Studio executions.
- 4Outcome
Bring in the team
The configured flow places escalation calls. An incident ID connects the notifications.
Where AI decides
The model performs a narrow classification task: should this message escalate, and why? It returns structured fields rather than choosing arbitrary tools or contact numbers.
What the code controls
Webhook conditions decide when assessment runs. A boolean decision gates the Twilio workflow, and recipient configuration stays in application code. A failed call to one recipient does not prevent attempts to reach the others.
The practical outcome
Qualifying messages reach the escalation channel automatically, including the configured phone flow for off-hours attention. The human team handles the incident; the agent does not diagnose or resolve the underlying emergency.
If AI assessment fails after its bounded retry, the current implementation does not escalate automatically and logs the failure. This routing aid is not an emergency service or a guarantee that every urgent message will be detected.