Empfango24/7 fault reporting – every fault taken, every emergency escalated
Tenants, property managers and clients report faults when they happen, not during office hours. Empfango takes every fault report, grades it by your rules and forwards emergencies to the on-call team immediately.
24/7 fault reporting means a hotline that picks up around the clock, records the site and the fault and hands emergencies to a human. Empfango runs that hotline with AI. Water damage at 11 pm, heating failure on a Sunday, person stuck in a lift, broken key: Empfango asks for address, site, type of fault and callback number, documents the report and decides by your rules whether the call goes straight to on-call staff or waits as a case until the next working day. Property managers expect caretaking services to provide an emergency hotline and respond within two to four hours (praedium-frankfurt.de, as of 10/2026). Empfango delivers that availability without anyone sleeping next to the duty phone.
Which faults go through the AI fault hotline
Water damage and heating failure
A tenant reports water on the basement ceiling at 10:40 pm. Empfango asks for address, floor, extent and callback number, grades the report as an emergency by your rule and forwards the call to the on-call technician. If nobody answers, a callback note with all details remains, and the on-call person receives a message immediately.
Lift, locking system, access
Person in the lift: Empfango records site and lift number and forwards immediately. Broken key on a Monday evening: Empfango takes the report, explains the procedure stored in your knowledge base and creates the case for the caretaker. Which fault is handled now and which the next day is up to you.
Client reports a defect on site
The property manager calls because the underground car park lighting has failed. Empfango records site, reporting person, fault and preferred callback and files the case with transcript in the dashboard. Your site manager sees the report with timestamp and schedules the job without anything getting lost.
What fault reporting with Empfango delivers
Urgency by your rules
You define what counts as an emergency: water, heating in winter, lift with a person inside, danger to people. Empfango applies these rules during the call and knows which report is forwarded immediately and which waits as a case.
Complete capture in one conversation
Site or address, type of fault, location in the building, name and callback number: Empfango asks for everything your technician needs before setting off. Missing details are asked for rather than left open.
Documentation for operator obligations
Every fault report sits in the dashboard as a case with timestamp, summary and transcript. When it was reported, what was said, who was informed: that is your evidence towards property managers and clients.
Setting up an AI fault hotline
Store your emergency rules
In the dashboard you describe which faults go straight to on-call staff and which wait until the next working day. Add the on-call numbers per site or region and the procedure for common cases.
Forward your fault number
Your existing fault or office number forwards to Empfango outside office hours or always. Tenants and clients keep dialling the number they know.
Work through the cases
Emergencies arrive immediately via forwarding or notification. All other faults are listed in the dashboard in the morning, with site, fault, callback number and transcript, and via webhook in your ticket or property system.
Fault reporting around the clock: hotline, on-call and evidence in one
A fault hotline has three jobs: pick up, understand, pass on correctly. A human 24/7 phone service does that from €199 per month plus €0.99 per minute (Die Telefonhelden, as of 10/2026); your own on-call staff do it with the duty phone on the bedside table. Empfango takes on all three jobs at a flat rate with no per-minute billing, and exactly the way you specify.
Understanding is the decisive part. “It's cold in here” can be a heating failure in January or a thermostat in May. Empfango asks: which building, which flat, since when, does it affect the whole house? Then your rule applies. Heating failure in the whole building during frost is an emergency and goes straight to on-call. A single radiator on a Friday evening becomes a case for Monday, and the caller is told when someone will get back to them.
When forwarding, Empfango rings the stored on-call number and stays on the line. If the on-call person answers within about 25 seconds, Empfango hands over the call. If nobody answers, Empfango promises the caller a callback, records all details and sends the report immediately via WhatsApp, Telegram or email to the on-call person. The caller never ends up on voicemail.
For caretaking and facility service providers, documenting fault reports is part of the evidence for operator obligations towards owners and property managers. Every report in Empfango has a timestamp, caller number, summary and transcript. In case of doubt you can prove when the fault was reported and what the caller said. Via webhook the same record lands in your ticket or CAFM system; if you use LiteLog, fault reports land directly as a report in the LiteLog portal at the right site.
What Empfango does not do in fault reporting: it does not connect to alarm systems, does not call tradespeople on its own and does not dispatch technicians. Empfango answers, records, grades, forwards and documents. The decision who goes out stays with your on-call staff or dispatcher, who receive a complete report instead of a callback request on voicemail.
Fault reports and GDPR: addresses, names, evidence
A fault report contains personal data: name and phone number of the reporting person, often the home address. Empfango processes this data on your behalf under the data processing agreement included in every plan. You remain the controller; Empfango is the processor.
Every call starts with a fixed announcement that an AI assistant is speaking and whether the call is recorded; the wording is hard-coded and meets Section 201 of the German Criminal Code (StGB), Art. 13 GDPR and Art. 50 of the EU AI Act. By default no audio is stored permanently. The transcript remains as evidence for as long as you need it and can be deleted once the case is closed.
Speech-to-text and the language model run in EU regions (Deepgram EU, Azure OpenAI EU), voice output via ElevenLabs is covered by a DPA; all sub-processors are listed openly in the privacy policy. Forwarding to on-call staff runs over your own phone numbers; which details are sent via WhatsApp or email is up to you.
Frequently asked questions about 24/7 fault reporting
By your rules. You describe which faults are forwarded immediately (for example water, heating failure during frost, person in a lift, danger to people) and which wait as a case. Empfango applies these rules during the call and asks when details are missing.
Empfango waits about 25 seconds. If nobody answers, Empfango promises the caller a callback, records all details and notifies the on-call person immediately via WhatsApp, Telegram or email. The case sits in the dashboard with transcript.
Yes. Empfango records who is calling, for which site and on whose behalf. Whether tenants may use the hotline directly or only the property manager reports is something you describe in the assistant's rules.
For fault reporting, yes. A human 24/7 service costs from €199 per month plus about €1 per minute (Die Telefonhelden, as of 10/2026). Empfango starts at €99 per month as a flat rate with no overage and picks up every fault immediately, even when three tenants call at once.
No. Empfango is a phone answering service, not an alarm receiving centre. Lift emergency calls and alarm monitoring stay with the bodies approved for them. Empfango takes fault reports from people and passes them on.
Via webhook. After every completed call Empfango sends a structured record with summary, transcript and the captured fields to the address you store. If you use LiteLog, reports land directly in the LiteLog portal; Empfango also works without LiteLog.
Yes. You control the call forwarding: always, only outside office hours or only when busy. Your office answers during the day, Empfango at night. Rules and documentation are the same in both cases.
It proves when a fault was reported, what was said and whom Empfango informed. Evidence of the repair itself continues in your property or patrol system. Together that forms the unbroken chain from call to completion.
