Urgent calls, escalation, and reaching a human

Sylo's job is to finish routine conversations and to recognize the ones that need you, fast.

Emergencies get flagged immediately

When a caller says something urgent ("no heat", "water everywhere", "smells like gas"), Sylo treats it as urgent: it captures the details and alerts you right away, so you can call back in minutes instead of finding a voicemail at 9 pm. Urgent conversations are marked in your Inbox so they're impossible to miss.

Callers can always reach a person

If a caller asks for a human, a manager, or the owner, Sylo doesn't argue. What happens next depends on your setup:

• With a transfer number set: Sylo connects the live call straight through to the number you chose. Set it under Settings, then Transfer.
• Without one: Sylo takes a complete message with a callback number, tells the caller honestly that someone will follow up, and notifies you immediately. It never pretends a transfer happened.

Your escalation rules

You decide what always goes to a human: an angry caller, a legal mention, a price negotiation, anything you name. Sylo follows those rules and errs toward you when in doubt. Some lines are built in: it identifies itself as an AI when asked, and medical, legal, and financial questions are always handed to you rather than answered.

How you get notified

Alerts arrive through the notification settings you choose in your dashboard, and everything also lands in your Inbox with the full conversation attached, so you have the context before you call back.