Urgent calls

You decide what counts as urgent in your trade. Write it into the script — a burst pipe, a smell of gas, an electric shock, a flooded room.

When the assistant hears one, the call is marked urgent:
- it appears in red at the top of your call log
- the text message starts with URGENT

Be specific. "If something is urgent" is too vague for the assistant to judge. "Burst pipe, smell of gas, electric shock, flooded flat" is not.