> For the complete documentation index, see [llms.txt](https://manuals.dialox.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://manuals.dialox.ai/smart-receptionist/content-settings/content-section/emergencies.md).

# 9. Emergencies

Urgent calls that are connected before anything else, how they're recognised, and where they go.

Use **Content → 9. Emergencies** for subjects that can't wait, such as a water leak, a gas smell or a server outage. An emergency is connected **before anything else**, even when the caller asked for a person or department.

<figure><img src="https://3570729730-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FHmRSkEkoJwaBZ2OeQbHM%2Fuploads%2F0tYoytRo0PacuVhhMDDj%2Fsr2-c09-emergencies.jpg?alt=media&amp;token=fc260bb4-6042-48f9-b1e9-3c799f132fdb" alt="Content → 9. Emergencies"><figcaption><p>Content → 9. Emergencies</p></figcaption></figure>

## Fields

| Field                                                     | What it does                                                                                                                                                                                                             |
| --------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ |
| **Recognise emergencies**                                 | Switches recognition of spoken (or typed) emergencies on. **Off by default.**                                                                                                                                            |
| **What counts as an emergency here**                      | For example *"A water leak, a gas smell, an appliance that sparks or smokes."* Never spoken. **A spoken emergency is only recognised when this is filled in.** An emergency key in 7. Keypad works without it.           |
| **Where an emergency goes**                               | **A number** (called at once; a message when nobody answers) · **A department** (like any department: colleagues, number, hours) · **A topic** (handled like that topic).                                                |
| **Emergency number**                                      | With *A number*: the number to call (tick **Extension** for internal). It's called **once, at any hour and whatever the presence**, with the ring timeout from Settings → Call handling.                                 |
| **Spoken name**                                           | Spoken as *"I'm connecting you to **the emergency line** right away."* German needs the dative.                                                                                                                          |
| **Message template when nobody answers**                  | If empty: the template from 2. Front desk.                                                                                                                                                                               |
| **Also send an SMS (text message) about every emergency** | Sent the moment an emergency is recognised, on the phone and in chat, **before** the caller is put through. It says who is calling and what it's about. SMS messages are charged separately, per message and per number. |

## How it works

1. The receptionist recognises the emergency from *What counts as an emergency here*, or the caller presses the emergency key.
2. If enabled, the SMS alert goes out.
3. The receptionist says *"I'm connecting you to {spoken name} right away."* (**Emergency: connecting** in 11. Phrases) and calls the emergency number, or follows the department or topic.
4. If nobody answers, a message is taken with the selected template.

{% hint style="warning" %}
**Choose the route deliberately.** *A number* ignores opening hours and presence, so it's right for a 24/7 on-call line. *A department* follows that department's hours and colleagues, so outside hours a message is taken.
{% endhint %}

{% hint style="info" %}
We didn't run a live emergency test for this page, so that no real number would be called. Test on your own setup with a number you control.
{% endhint %}