XA Escalations

You will encounter scenarios that will require you to escalate to the XA team. There are 3 ways that the XA team can connect with a customer, they are listed in the preferred order.

SMS Follow Up

Call Back Request

Cold Transfer

When to escalate to XA:

When the call is not related to access.
When you receive a call and they want to speak with a manager/supervisor about a non-access related topic.
When an inspector/appraiser refuses to provide his/her email address.
When the callers say they were supposed to follow up with someone via text message, but no one reached out.
If the caller requested a follow-up after 10:00 pm (Jamaica Time) you will need to use the Call Back option.

“Our customer support team is currently offline but I can have them call you back tomorrow morning if that works for you” Submit callback in Twilio

When a customer requests to be sent Opendoor’s app link via text message.
If the caller requests a document like the inspection report, addendum, or disclosure please confirm the best email address to send the documents.
Gated community: If the property is inside a gated community and you don’t see the gate code in admin, escalate it.

SMS Follow Up

Verbiage: “I’d be happy to get you this information by connecting you with our Customer Support team. I can either have them call you back, transfer you over to speak to them (CHECK CURRENT WAIT TIME) there is currently a wait time of [x min] or they can send you a text message response. Which would you prefer?”

See below for how to check current wait time.

In Twilio Toggle over to Escalation

Select the Priority Level (Normal or High)

Select SMS as the Follow-up method

Enter the property address they are inquiring about

Enter as much information as you can get in the description

Click “Submit”

Call Back Request

Verbiage: “I’d be happy to get you this information by connecting you with our Customer Support team. I can either have them call you back, transfer you over to speak to them (CHECK CURRENT WAIT TIME) there is currently a wait time of [x min] or they can send you a text message response. Which would you prefer?”

In Twilio Toggle over to Escalation

Select the Priority Level (Normal or High)

Select Phone as the Follow-up method

Enter the property address they are inquiring about

Enter as much information as you can get in the description

Click “Submit”

Cold Transfer

Verbiage: “I’d be happy to get you this information by connecting you with our Customer Support team. I can either have them call you back, transfer you over to speak to them (CHECK CURRENT WAIT TIME) there is currently a wait time of [x min] or they can send you a text message response. Which would you prefer?”

If they say please transfer me:

Verbiage: “I’m going to get you transferred over right now. As mentioned, there is currently an approximate (Insert wait time) minute wait, please stay on the line until customer support answers. I will leave a note with your reason for calling, but please be prepared to provide any additional detail.”

In Twilio

Select transfer call
Select Transfer to XA's
This will transfer and end the call

If you encounter a glitch while transferring in Twilio or escalating

Go to Slack and find the #cxa-needs-attention channel
Select the shortcuts option
Then, select the Support Team Request
Fill in the requested information and then click on Submit. An XA team member will follow up. Stay attentive if someone pings you in the thread or asks you to take additional actions.

Checking the Wait Time

Click on the icon on the left and it will show you the current wait time for the XA team under longest wait - in the screen capture below, it is 3 seconds (3s)