How do I change Diane’s escalation rules?
Change what counts as an emergency and the number Diane texts from the setup page in your dashboard, and email me for anything more involved — no monthly wait.
By Jared Ohman · Updated October 2026
Escalation rules are anything that says “text my cell instead of leaving it for the dashboard.” Common ones:
- True no-heat emergencies in winter
- Suspected gas leaks (always escalate, always recommend leaving the house)
- VIP customers (by name or phone number)
- Calls from specific area codes
- Calls after a specific hour
To change what counts as an emergency, or the number Diane texts, open the setup page in your dashboard, edit it and save. Saving records the change and notifies our team, who apply it to your phone line. It isn’t instant, so place a test call afterward to check it. You don’t need to wait for the monthly review.
For a rule the setup page doesn’t cover (a VIP list, area codes, an hour cutoff), email me with the change. For complex changes (e.g., “escalate only if it’s also -20°C outside”), we’ll talk through it on a quick call to make sure the logic is right before I push it live.
When someone could be in danger. For a gas smell, a carbon monoxide alarm, smoke or fire, or sparking, Diane tells the caller to get everyone outside and call 911. She doesn’t place the 911 call, and she says so. If the caller stays on the line once they’re safe, she takes their details for your team.