Product
An emergency is not triaged on the phone. The agent does not assess the situation: it calls the action provided for it and reads out its answer, word for word.
The same foundation
The name changes with the industry; the action does not. This list is read from the industry modules. It is not written on this page.
Your page
You enter it once, it says it on the phone. You correct one line, it says it differently from the very next call.