What was the agents working in parallel for CRN?

2 — Agents working in parallel at CRN using Vatel AI voice agents.

What was the emergency coverage, zero gaps for CRN?

24/7 — Emergency coverage, zero gaps at CRN using Vatel AI voice agents.

What was the escalation to on-call staff for CRN?

<60s — Escalation to on-call staff at CRN using Vatel AI voice agents.

All case studies

Property ServicesDisaster restorationCanada

CRN

A disaster restoration company deploys a dual-agent system that ensures no emergency ever goes unanswered — day, night, or weekend.

CRN built a two-agent emergency coverage layer with Vatel: one voice agent that handles after-hours inbound calls and routes urgent situations to the right on-call staff in real time, and one email-monitoring agent that triggers multi-channel escalations the moment a crisis email arrives.

EngagementOngoing · after-hours emergency coverage

RegionCanada

ScopeAfter-hours voice · email monitoring · on-call escalation

LanguagesEnglish + French

StatusLive in production

Monthly volume~500 min / month

Coverage typeAfter-hours inbound + email monitoring

Agents working in parallel

24/7

Emergency coverage, zero gaps

<60s

Escalation to on-call staff

01The challenge

Emergencies don't respect business hours.

CRN operates in a sector where a missed call at 2 a.m. can mean a flooded basement left unaddressed for hours, turning a manageable incident into a structural crisis. Their existing after-hours process depended on manual call forwarding and staff checking messages — a system that was inconsistent and created real risk.

After-hours calls had no reliable owner. Outside business hours, calls to the main line were either forwarded to a personal number (often resulting in missed calls) or went to voicemail — with no guarantee of a timely response for urgent situations.
On-call coverage was opaque and manual. The rotating on-call schedule existed on paper, but there was no automated system to consult it in real time. Routing an urgent call to the right person required manual lookup — often by the person receiving the initial call.
Crisis emails could sit unread for hours. When urgent requests arrived by email outside working hours, no one was monitoring the inbox. By the time someone saw the message the following morning, significant time had already been lost.

02The approach

Two agents, one seamless emergency coverage layer.

We designed the system as two distinct but coordinated agents: a voice agent for inbound after-hours calls, and an email monitoring agent running in the background. Both are connected to the same live on-call rotation, ensuring the right person is always reached regardless of how the emergency arrives.

01Wk 1

Discovery

On-call rotation audit
Emergency classification rules
Call and email intake review

02Wks 2–3

Build

Voice agent with live schedule lookup
Email monitoring with multi-channel escalation
On-call routing logic

03Wk 4

Deployment

After-hours SIP configuration
Email inbox integration
On-call schedule sync

03The solution

Every emergency reaches the right person, automatically.

The two agents operate continuously outside business hours. Together, they ensure that whether an emergency arrives by phone or email, the right on-call staff member is reached immediately.

After-hours inbound voice agent

The voice agent answers all calls to the main line outside business hours, handling general questions and managing caller expectations before triaging for urgency.

Live on-call routing

When a caller signals an emergency, the agent consults the live rotating schedule to identify which staff member is on guard for that specific shift, then routes the active call directly to them in real time.

24/7 email inbox monitoring

The second agent monitors the business email inbox continuously outside working hours. When a crisis email arrives, it triggers an immediate response without waiting for a staff member to open their inbox.

Multi-channel escalation on crisis email

When a crisis email is detected, the email agent triggers simultaneous escalation across three channels — phone call, SMS, and email — to the specific on-call person responsible for that shift.

04Results