Is a known customer calling with an emergency handled differently?

Yes, through line memory: when a number we've handled calls back, the AI retrieves the history — address, equipment, past repairs — without re-asking the obvious. Concretely, "the boiler's acting up again" is enough: the context is already there, qualification is faster, and the appointment can factor in your warranty or billing history. For a new customer, the AI starts from zero and asks the standard identification questions. In both cases, escalation past the threshold follows the same rules — memory speeds things up, it doesn't bypass your settings.