Every call
- Answers with your opening line and says the call may be recorded and assisted by an automated receptionist.
- Works out what’s wrong and how urgent it is — callers aren’t asked to pick a category.
- Takes the service address, name and callback number. If a number is already on the call, it asks once and says no digits. Otherwise it reads back only the digits the caller said.
- If the caller spells a name or street, that spelling is what gets saved.
- Speaks Spanish if the caller does. Your records stay in English.
Booking
When booking on the call is on, it offers up to two open times from your hours, your technicians’ existing jobs, and busy times on your own calendar. When the caller picks one, they hear “You’re booked for [time].” An assistant calling for someone else is not told the time is confirmed. A visit they already have is moved when that slot is open. It never promises a text. Two callers at once are never given the same time. A window that was only proposed, not picked on the call, still texts a confirm link.
Emergencies and danger
- Gas smell, a carbon monoxide alarm, smoke, sparking, a burning smell, a shock, or water on electrical equipment: the first thing they hear is to leave the home, not touch switches, and call 911 from outside. A gas smell says to call the gas company or 911. A carbon monoxide alarm stays on 911. Then it alerts you. None of these are booked.
- Sewage backing up: stay out of the water and don’t use the drains. It does not use the gas-leak script, and it does not book a slot.
- No heat, no AC, a leak, or a baby, elderly or sick person at home is urgent. Those callers are never told to leave, and the visit is not booked. You are told to call them right back.
What it will never do
- Quote prices, arrival times or technician names.
- Promise a text, an email or a callback time.
- Claim it found an earlier request unless a private note or a tool result said so.
- Read a returning caller’s address or history before they’ve confirmed their name.
- Read out digits the caller did not say.
Other callers
Callers who ask for a person are transferred to your number in Settings → Receptionist after it takes their name and number, or flagged for a callback. Spam and sales calls are ended politely. Callers outside your ZIPs or your trade are told it can’t take the job.