How do we teach Voksha our maintenance escalation matrix and on-call rotation?

For Property Management Companies

You define it once during setup and update it whenever your rotation changes, the same way you would update an on-call spreadsheet. The escalation matrix has two parts. First, severity classification: you tell Voksha what counts as an emergency requiring immediate dispatch (no heat below a certain temperature threshold, active flooding, no water, gas odor, broken exterior locks or doors, no power in extreme heat) versus routine issues that get logged as a standard work order (running toilet, minor appliance issue, cosmetic damage). Second, contact routing: you list who gets alerted for each issue type and property, since a lot of portfolios split maintenance across categories, a plumbing emergency might route to your in-house maintenance tech, while an electrical emergency routes to a licensed contractor, and different properties in your portfolio might have entirely different vendor lists if you manage buildings for multiple owners. You also set the on-call rotation itself (who is primary contact this week, who is backup), which you update the same way you'd update a shared calendar or on-call app, changes take effect immediately rather than requiring a new setup session. Voksha then follows this matrix automatically: a true emergency gets an instant call or text alert to whoever is on-call for that property, with the tenant's description, unit number, and callback number already attached, while routine requests get logged as a normal work order in AppFolio or Buildium for business-hours review. Most companies refine this matrix over the first few weeks as they see what Voksha actually classifies as emergency versus routine, then leave it largely static after that.