Feature

What a machine should not decide reaches the phone of the person it belongs to

Thursday, 01:40. A resident writes that the student down the corridor is not responding and is breathing strangely. Five minutes later, another resident asks whether she will get her deposit back if she leaves in February. Neither is for an assistant to decide. The first goes out at once to the phones of Management, Deputy Management, Front Desk and Security, with buttons to say who is going. The second goes to the post that handles that matter on the org chart; as that post is in its quiet hours at that time, whoever covers the night receives it and the post holder finds it when they come in.

What a resident writes, and who it reaches

What the resident writes	What Bedel does
"My flatmate isn't responding and is breathing strangely"	Emergency: an instant alert to every phone in Management, Deputy Management, Front Desk and Security, with "Voy a atenderlo" (I'll deal with it) and "No puedo ir" (I can't go). Whoever wrote receives a fixed, not improvised, text with the emergency numbers and 112
"Do I get my deposit back if I leave in February?"	It does not answer a condition that is not written down. It passes it to the post that handles that matter on the org chart, with a summary written for a person and the buttons "💬 Responder" (Reply) and "✅ Ya lo vimos" (Seen it)
"Someone is harassing me in the corridor"	It does not treat it as a noise complaint: it escalates with high urgency to Management or Security and reminds them that the confidential channel exists
"HUMANO"	An alert to the phone of the post that handles requests to speak to a person (Front Desk, unless the centre chooses another) and a copy to the account's email. The AI does not go quiet: it keeps helping in the meantime
"The bathroom light bulb has gone" at 23:30	Low priority: it does not ring at night. It goes into the morning summary of the post that handles it
"There's no hot water" when Maintenance is off shift	The post covering that time slot receives it at once, with "🕗 Fuera de horario · Mantenimiento lo recibirá…" (out of hours, Maintenance will get it…), and the ticket is queued for the post holder when they come in
Front Desk writes "/contactar 214"	It opens a direct chat with the resident in room 214 through the same number: what Front Desk writes reaches them with the sender shown first, and Bedel steps aside until someone writes "cerrar" (close)

What an AI does not decide

Bedel answers what is written in the handbook, the house rules and the centre's information. When a message touches something that needs a person's judgement, it does not answer it on its own: it flags it for escalation, names the area of the org chart it belongs to and writes the team a summary of what is happening. The list is the same every time.

Money: refunds, deposits, early departures, fee changes, extraordinary grants.
Exceptions to the house rules and special cases, room changes or date changes.
Health, serious conflicts between residents, harassment, hazing and any sign of risk to a person.
A resident's data requested by someone else, and enquiries from the press, the police or the authorities.
A condition that is not written down is not assumed "because it sounds reasonable": it says it is not on record and passes it to Management.

Which phone it reaches

The model has the centre's org chart in front of it: which posts exist, who is in each and which categories each post handles. With that it chooses whose matter it is, and the alert goes to that post's phones, not to a group. How it is shared out depends on the urgency and on who is on shift. The term, explained separately: org chart and shift.

Urgent: to the whole post at once; the first to press "Aceptar" (Accept) takes it, and anyone arriving late is told who has it.
Everything else: to the first person in the rotation; if they do not accept it in time, it passes once to another person in the same post.
Only to people within their working hours; if nobody in the post is on, the post covering that slot receives it, and the post holder does too when they come in.
With an absence declared in the dashboard, the alert goes to the stand-in.

Nights, weekends and what can wait

A WhatsApp message for every blown bulb at three in the morning only teaches the team to mute their phone. So the centre can set quiet hours (the stacking mode): during that window, what can wait does not ring, is held and is delivered at opening time, each alert to its owner. Whoever wrote still gets their acknowledgement: the only thing postponed is the alert to the team.

Serious things are never held: a report, a smell of gas, a flood or someone locked out in the early hours ring at any time.
Each post can have its own window: cleaning by day on weekdays, maintenance on call at night.
Bank holidays and days when the centre is closed are marked in the dashboard, and only those a person has accepted count.
The centre decides what to tell someone whose matter cannot wait, for example to go down to the front desk because someone is there at all hours.

Emergencies, and when it says "call 112"

Unmistakable signals (a health crisis, a serious risk to a person, fire, gas, violence) are classified by a detector in the code, not by the model's judgement; ambiguous ones are looked at by a second layer with the context. When it triggers, the AI stops improvising: a fixed text goes out with whichever official Spanish numbers apply (112, 024 or 016) and the alert to the crisis posts at the same moment.

With "Voy a atenderlo" and "No puedo ir" it is known who is going; if nobody can, the alert goes out again.
It crosses the 24-hour window with an approved template: it arrives even if that person has not written to the number for days.
The "if things get worse" line says 112 only when a person is in danger: fire, gas, smoke, blood, not being able to breathe, loss of consciousness, violence or a serious risk to life. If it is water or a fault, it sends them to the front desk.
Whoever raises the alarm does not receive their own alert, unless they are the only person in those posts with a phone. And if the alert reaches no phone at all, the Bedel team gets an alert to call the centre by hand.

Talking to a member of the team

Bedel introduces itself as an AI assistant, and anyone who writes *HUMANO* or "I want to talk to a person" asks for human escalation. The alert reaches the post that handles those requests with the "💬 Responder" button, which opens a direct chat with that person through the same number. The team can also reply from the dashboard.

The direct chat opens from the alert button, with "Hablar" (Talk) from a ticket or with /contactar; it closes when someone writes "cerrar", when the ticket is resolved or, at the latest, after 12 hours.
While it is open, Bedel only forwards, and what the team writes arrives even if the resident's 24-hour window is closed.
Replying from the dashboard keeps the AI aside until 60 minutes after the team's last message; if the resident waits 15 minutes without a reply, the AI takes over again.
Someone writing from outside the centre is not promised a person who is not there: the assistant keeps helping them, except in an emergency.

What it does not do, said before the demo

It does not decide on money, health, sanctions or exceptions to the house rules: it puts them in front of a person and records who they were passed to.
It does not make phone calls or contact 112 on its own: it alerts the crisis posts on WhatsApp and tells the person writing when to call.
It does not write to someone outside their working hours about something that can wait: if nobody in the post is on shift, the post covering that slot receives it.
It monitors nobody: it only reads the messages that reach it. If nobody writes it, there is no alert.
It does not open an alert for a post when someone writing from outside asks for a person: the assistant helps them, and the conversation stays in the dashboard and in the front-desk copy if the centre has one.

Frequently asked questions

What does Bedel pass to a person instead of answering?

Whatever needs human judgement: money (refunds, deposits, fees, early departures), exceptions to the house rules, room or date changes, health, serious conflicts between residents, harassment, hazing, a resident's data requested by someone else, and the press, the police or the authorities. Also any condition not written in the handbook: it does not assume it, says it is not on record and passes it on.

What if the person who should receive it is not on shift?

They are not written to outside their hours about something that can wait. The post covering that slot receives the alert at once, with a line saying when the post holder will get it, and the post holder finds it when they come in. If that person has a declared absence with a stand-in, it goes to the stand-in.

When does Bedel say "call 112"?

In an emergency, the fixed text the person writing receives carries the official numbers. After that, when a member of staff presses that they are going, the "if things get worse" line only says 112 if the alert speaks of danger to a person: fire, gas, smoke, blood, not being able to breathe, loss of consciousness, violence or a serious risk to life. If it is a fault or water, it sends them to the front desk.

How does a member of staff talk to a resident without giving out their personal phone?

Through the direct chat: it opens from the "Responder" button on an alert, with "Hablar" from a ticket or with the /contactar command. Each of them writes to the centre's number and Bedel forwards to the other with their identity. It closes when someone writes "cerrar", when the ticket is resolved or after 12 hours. What the team writes is not translated.

Which commands does the team have on WhatsApp?

Twenty, by typing "/". Summaries: /resumen, /tareas, /picnics, /desayuno, /comida, /cena, /cocina, /limpieza, /presencia and /averias. Actions: /averia, /paquete, /difundir, which asks for confirmation, and /sos for an emergency. Talking: /contactar, /direccion, /hablar and /cerrar. For everyone: /horarios and /ayuda. Anyone a command does not apply to gets the usual answer.

What happens if someone who is not from the centre writes HUMANO?

The assistant keeps helping them: no alert is opened for a post for someone asking from outside, so as not to promise a person who does not exist; if the centre has the conversation copy to the front desk, it reaches it there. If the centre is in holiday mode, they are told the reply may take a while and their request is logged for the team. An emergency always escalates, whoever it comes from.

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