pm-dane-iq-playbook

name	pm-dane-iq-playbook
effort	low
description	Dane IQ operational reference for Blue. Triage decision tree, vendor scoring, escalation thresholds, habitability rules — distilled from the TriageSupervisor, VendorSelectionSupervisor, and their worker agents.
triggers	["dane iq rules","how does triage work","vendor scoring","escalation rules","how urgent","pm playbook"]

Dane IQ Operational Playbook

Reference for Blue's triage and vendor decisions. Distilled from TriageSupervisor, VendorSelectionSupervisor, SafetyCheckAgent, EmergencyTriageAgent, AvailabilityScorerAgent, RatingAnalyzerAgent, and EscalationManagerAgent.

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Part 1: Triage Decision Tree

Step 1 — Keyword safety scan (instant, no AI)

Run description through the safety pattern list. First match wins. Order matters: critical before high before medium before low.

CRITICAL (riskLevel: critical — evacuate/call immediately)

Trigger	Action
sparking / spark from outlet / smoking outlet / electrical burning / burning smell from outlet	Turn off main breaker. Call electrician.
electric shock / got shocked / tingling from outlet	Do not touch. Power off at breaker.
gas smell / smell gas / rotten egg smell / propane smell / natural gas leak	Evacuate. Call gas company. Do not use switches.
flooding / water everywhere / burst pipe / gushing water / pipe burst	Turn off main water valve. Call plumber immediately.
ceiling leak / water through ceiling / ceiling dripping	Move items below. Turn off water. Emergency plumber.
ceiling falling / ceiling collapsed / wall cracking badly / floor sagging	Evacuate. Call emergency services.

Exclusions: "gas station", "gas can", "gas grill", "sparkler", "spark plug", "water bottle", "watering", "small crack" — these exclude their respective patterns.

HIGH (riskLevel: high — same-day response, do not wait for next business day)

Trigger	Action
no heat / heater not working / furnace not working (NOT water heater)	Emergency HVAC — health risk
no ac / no air conditioning / no cooling / ac not working	Emergency HVAC — heat risk
water heater not working / no hot water / cold water only	Priority plumber — 24h max
toilet overflow / sewage backup / sewage smell	Biohazard — plumber within 4h

Life-safety temperature escalation (EmergencyTriageAgent rules)

Condition	Level
No heat + outdoor temp <= 32°F	life_safety
No heat + elderly/infants/medical conditions present	life_safety (any temp)
No AC + outdoor temp >= 95°F + vulnerable occupants	life_safety
No AC + outdoor temp >= 95°F (no vulnerable occupants)	property_damage

MEDIUM (canWaitForVendor: true, same-week response)

leak / leaking / dripping (not gas leak), outlet not working / no power in room / circuit breaker, strange noise / grinding / banging pipes.

LOW (routine, standard SLA)

slow drain, light flickering, door stuck, window stuck, lock broken, minor cosmetic.

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Step 2 — Trade classification

Priority: (1) safety risk type → (2) equipment in photo → (3) description keywords → (4) handyman fallback.

Risk Type	Trade	Complexity
gas_leak / flooding / sewage_backup	plumber	complex
electrical_fire	electrician	complex
structural_failure	handyman	complex
no_heat_winter / no_cooling_heat / mechanical_noise	hvac	moderate
water_heater_failure	plumber	moderate
water_leak / minor_plumbing	plumber	simple
electrical_outlet / minor_electrical	electrician	simple/moderate
door_stuck	window_door	simple

Equipment photo → trade: HVAC/furnace/thermostat → hvac; water heater → plumber; refrigerator/washer/dryer/oven → appliance_repair; toilet/faucet/disposal → plumber; electrical panel/outlet → electrician.

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Step 3 — Urgency classification (final)

Urgency	Definition	Dispatch strategy
emergency	Safety risk / property damage risk / resident displacement	parallel (all 3 vendors at once)
urgent	Impacts daily living but not dangerous (no hot water, AC out in summer)	sequential (#1 first, #2 if declined)
routine	Can wait 24–48h (minor leak, cosmetic)	sequential

Hard rule: If safety riskLevel is "high" or "critical" → urgency must be "emergency".

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Part 2: Vendor Scoring Criteria

Search radius by urgency

Urgency	Max distance
emergency	50 miles
urgent / routine	25 miles

Emergency also requires after_hours = true on vendor. Non-emergency does not filter by after_hours.

Hard exclusions (any one = vendor ineligible)

Rule	Condition
NOT_ACTIVE	enabled=false OR onboarding_status != ACTIVE
MISSING_CONTACT	phone is null
TRADE_NOT_MATCH	vendor not in vendor_trades for requested trade
CAPACITY_FULL	active_jobs >= max_active_jobs
IN_COOLDOWN	last_contacted_at + cooldown_minutes > now
OUTSIDE_RADIUS	job zip not within service_radius_miles from base_zip
NOT_AFTER_HOURS	priority is CRITICAL and vendor.after_hours = false
W9/COI/LICENSE	doc status not met (unless emergency override enabled for org)

Emergency compliance override: If allow_emergency_override = true (default), CRITICAL priority bypasses compliance checks — vendor gets compliance_warning flag instead of exclusion.

Availability score (0–100)

Component	Max points	Formula
Response rate	40	(accepts + declines) / offers_sent * 40
Acceptance rate	30	accepts / (accepts + declines) * 30; neutral 15 if no history
Speed score	20	<15min→20; 15-59min→15; 1-4h→10; 4-24h→5; ≥24h→0; null→10
Recency/reliability	10	reliability_score / 10
After-hours bonus	+10	Only if: emergency + after-hours time + vendor.after_hours=true

After-hours time = before 08:00 or at/after 18:00 weekdays; any time on weekends. New vendor (0 offers): score = 50, expectedResponseTime = 60 min.

Tiers: ≥80 highly_available | ≥60 available | ≥40 sometimes_available | <40 rarely_available

Quality score (0–100, from ratings table, 365-day lookback)

Component	Range	Formula
Base	0–60	(averageRating / 5) * 60
Consistency	5–20	std_dev <0.5→20; <1.0→15; <1.5→10; ≥1.5→5
Recent trend	-10 to +10	+10 if recent avg > overall + 0.3; -10 if recent avg < overall - 0.3
Volume confidence	0–10	≥20 ratings→10; ≥10→5; ≥5→2
Complaint penalty	up to -30	complaintRate * -30

Red flags (significantly lower Claude ranking): ≥3 complaints in 90 days, declining trend, std_dev ≥1.5, complaintRate > 0.15.

Hard disqualifier: Average rating < 3.5 → do not rank in top 3.

Claude ranking weights by urgency

Urgency	Weight order
emergency	distance + availability > rating
urgent	balanced (all equal)
routine	rating > availability > distance

Score formula (raw DB layer, before Claude ranking)

score = 1.0
score -= min(distanceMiles / 100, 0.30)      // max distance penalty: -0.30
score -= (activeJobs / maxActiveJobs) * 0.20  // max capacity penalty: -0.20
score += (reliabilityScore / 100) * 0.15      // max reliability bonus: +0.15
score = max(score, 0.1)                        // floor

Sort: preferred tier → bench tier → overflow tier. Within tier: score descending.

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Part 3: Offer Expiry and SMS Templates

Urgency	Offer expires	SMS format
emergency	15 min	"URGENT: [issue] at [address]. Need ASAP. [link]"
high	60 min	"Hi [Name], got a [issue] at [address] - can you help [timeframe]? [link]"
medium/low	60 min	"Hey [Name], work order for [issue] at [address]. Available [timeframe]? [link]"

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Part 4: SLA Targets

Level	Acknowledge	Dispatch
life_safety	5 min	15 min
property_damage	10 min	30 min
urgent	30 min	2h
routine (high pm priority)	2h	24h
routine (normal)	24h	5 business days

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Part 5: Escalation Thresholds

Escalate immediately (no retry)

• safety_emergency (type) — any severity
• severity = critical — any type
• vip_contact — any severity

Auto-retry before escalating

Type	Wait	Max retries
no_vendors_available	15 min	3
all_vendors_declined	30 min	2
integration_failure	5 min	5
agent_error	2 min	3

Escalation routes

Situation	Contact	Channel	SLA
safety_emergency	on_call	phone	immediate
no vendors / all declined (critical)	maintenance_director + property_manager	sms	1h
no vendors / all declined (non-critical)	maintenance_director + property_manager	email	4h
cost exceeds limit	property_manager	email	4h
complaint (high/critical)	property_manager	sms	1h
complaint (low/medium)	support_team	email	24h
repeat failure	maintenance_director + property_manager	email	4h

Priority codes

• P0 Critical: severity=critical OR type=safety_emergency
• P1 Urgent: no_vendors, all_declined, vip_contact, severity=high
• P2 High: complaint, cost_exceeds, deal_at_risk, repeat_failure, severity=medium
• P3 Normal: everything else

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Part 6: Org-Level Config Flags

Flag	Default	Effect on Blue's decisions
dispatch_mode	"auto"	"suggestion" = PM must approve via SMS before vendors are contacted
suggestion_timeout_minutes	30	How long PM has to reply in suggestion mode
dispatch_top_n	5	Vendor pool size
dispatch_expand_minutes	10	When to expand search to next tier
ask_for_data_plate_photo	false	Whether to prompt vendor for equipment data plate photo
notify_pm_on_escalation	true	Whether PM is notified on escalation events

Note for AscendOps: ask_for_data_plate_photo has been enabled for David's org. Vendor SMS acceptance now triggers the data plate photo prompt.

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Sources: TriageSupervisor.ts, SafetyCheckAgent.ts, EmergencyTriageAgent.ts, VendorTypeClassifierAgent.ts, VendorSelectionSupervisor.ts, AvailabilityScorerAgent.ts, RatingAnalyzerAgent.ts, vendorSelection.ts, EscalationManagerAgent.ts, orgSettingsService.ts. Distilled 2026-04-14.