Routing & Automations

Named behaviors that decide who gets contacted, when.

Preset behaviors
Missed leasing calls On

Caller doesn't reach a human → instant text continuation + scheduling link.

All properties All hours Reply within 90s
Template · text continuation
Manage in Messaging Setuparrow_outward
Hi {{first_name}} — sorry we missed your call. This is Mercer Properties. Are you interested in {{unit_address}}? Reply TOUR to schedule a showing, or INFO for details.

Sent within 90s of missed call · SMS fallback if RCS unavailable

Settings
Trigger Missed inbound call · any property
Send to Caller's number (auto-detected)
Follow-up Schedule link if TOUR reply · log as unresolved if no reply after 4h
Routing target Jordan Mercer (notification)
After-hours maintenance calls On

Out-of-hours maintenance call → capture, classify urgency, escalate emergencies.

Keyed to office hours Emergency escalation enabled
Template · after-hours reply
Manage in Messaging Setuparrow_outward
Mercer Properties after-hours maintenance line. We got your call — describe the issue and send a photo if you can. We'll route you to the right person now. Reply EMERGENCY if there's immediate risk to safety.

Triggers outside office hours · Emergency keyword escalates immediately

Settings
Trigger Inbound maintenance call · outside office hours
Urgency classify Keyword + description → Routine / Urgent / Emergency
Emergency route Escalation table (see below)
Routine Log ticket · notify Jordan next business day
Resident text intake On

Inbound resident text → classify, acknowledge, route to the right person.

All residents 24 / 7 Ack within 60s
Template · acknowledgment
Manage in Messaging Setuparrow_outward
Hey {{first_name}} — got your message. Reply M for maintenance, Q for a general question, or just tell us what you need and we'll route it.

Category reply routes thread automatically · free text classified by Wren

Settings
Trigger Any inbound text from known resident number
Categories Maintenance · General · Emergency
Routing Maintenance → ticket flow · General → Jordan · Emergency → escalation table
Unresolved No action after 2h → flagged in Inbox
Tour scheduling flow On

Qualified lead → send scheduling link, confirm tour, track booked.

Leasing channel Calendly · Mercer Properties
Template · scheduling prompt
Manage in Messaging Setuparrow_outward
Ready to take a look? Pick a time that works — {{slot_1}}, {{slot_2}}, {{slot_3}}. Or tap the link to see all availability: cal.mercerproperties.com/{{unit_id}}

Confirmation + calendar invite sent on booking · reminder 24h before

Settings
Trigger Lead replies TOUR · or qualifies via leasing flow
Slots offered 3 next available · from connected calendar
On booking Text + email + calendar invite · notify Jordan
No-show Text sent 15 min after scheduled time if unconfirmed
Texting voicemail On

Inbound text + no human available + no flow resolves it → acknowledge instantly, reassure a human will follow up (no time promised), offer self-serve options. Message logged as unresolved item.

Keyed to office hours All inbound channels Text-only · not call interception
Auto-reply template (active)
Manage in Messaging Setuparrow_outward
Thanks for reaching out to Mercer Properties — we got your message and a person will follow up as soon as they can.

In the meantime you can: reply TOUR to schedule a showing, reply MAINTENANCE to log a request, or reply UNITS to browse what's available. Reply STOP to opt out. — Mercer Properties

Confirms receipt without promising a response window · self-serve options let texters act without waiting · includes opt-out per compliance requirements

How it works
Fires when Inbound text · outside office hours or no manager available · no other flow resolved it
Reply commits to Receipt only · no response window promised (a human may add a time when they pick it up)
Message held as Unresolved item in Inbox · assigned to Jordan
Self-serve replies TOUR → tour flow · MAINTENANCE → intake · UNITS → ILS link
Configuration
Keyed to Office hours schedule (below)
Tone Transactional · 2–4 sentences · compliance-safe
Opt-out Reply STOP · handled by messaging layer
Distinct from Call interception (that is call → text recovery, a separate behavior)
Supporting configuration
Office hours

After-hours behaviors and Texting Voicemail key off this schedule.

Monday 09:00 – 18:00
Tuesday 09:00 – 18:00
Wednesday 09:00 – 18:00
Thursday 09:00 – 18:00
Friday 09:00 – 18:00
Saturday 10:00 – 16:00
Sunday Closed
Timezone America/Los_Angeles (PT)
Escalation

Ordered routing targets for emergencies and urgent issues. Contact attempted in sequence until acknowledged.

1
Jordan Mercer call, then text
(503) 555-0142 · primary manager
Timeout: 5 min with no answer → proceed to step 2
no answer
2
Mike's Plumbing text
(503) 555-0190 · maintenance contact
Timeout: 10 min with no acknowledgment → proceed to step 3
no answer
3
Alpha Property Services call 24 / 7
(503) 555-0211 · maintenance contact · final fallback
Final step — always available
Applies to Emergency maintenance · all properties