Answering
Takes the job down the way you would.
In your business's name: the question each job needs, one at a time, then the details read back before they hang up.
“Thanks for calling [your business]. This call is recorded. How can I help?”
It goes by the name you pick for it.One call, turn by turn.
- Nobody presses 2. The caller just says what's going on.
- It asks the one question this job needs, then one question at a time.
- The address is said back, so the caller can fix it.
- When suits them, in their words.
- A number is read back digit by digit.
- Everything is read back for a yes. Whatever they correct gets fixed.
- It ends on a callback in your words, with no time given.
Your agent: Thanks for calling [your business]. This call is recorded. How can I help?
Caller: Half the house just lost power.
Your agent: Sorry about that… Which part of the house is out?
Caller: Upstairs and the garage.
Your agent: What's the address, including the town?
Caller: Nine Orchard Lane, Easton.
Your agent: Nine Orchard Lane, Easton. And when would suit you?
Caller: Tonight, if anyone can come.
Your agent: I'll note tonight. The team sets the time when they call you back.
Your agent: And your name?
- They give their name.
Your agent: What's the best number to reach you on?
Caller: My cell.
- They give the number.
Your agent: Let me read that back, one digit at a time… Is that right?
Your agent: So that's the power out upstairs and in the garage, at nine Orchard Lane in Easton, tonight if possible, for [their name], on [their number]. Have I got that right?
Caller: Yes.
Your agent: Got it. Someone from [your business] will reach out to set a time.
A different question for a different job.
A blocked drain and a dead furnace are not the same call, so your agent asks the one question that fits, off your own list of services.
Caller: The kitchen sink won't drain.
Your agent: Is water backing up anywhere?
Caller: The furnace stopped and the house is cold.
Your agent: How long has it been off?
Caller: I need the yard cleaned up for spring.
Your agent: The whole yard, or just the front?
Prices, your way.
It gives prices only the way you choose: a rough range from the prices you gave us, or no number at all. The exact number comes from your team once they've seen the job.
Asked for a price it wasn't given, it says the number comes from your team, takes the details and asks about the job. A shopper who stays on the line comes to you as a lead.
Is the estimate free? Is a diagnostic visit charged? Give us both answers and it says each the way you wrote it.
Want your own question asked for each kind of job, your set prices quoted, or the amount of your call-out or diagnostic fee said? Tell us at setup and we write them in.
Answers from what you told us.
- Your hours, in your words.
- The work you do, and a plain no to the work you told us you don't.
- The towns you cover, and it still takes the details of a caller outside them, so you can decide.
- Licensed and insured, in your words.
- Your warranty, as you put it.
- The brands you work on.
- Whether you take cards and offer financing. The terms stay with your team.
Asked something nobody told it, it says so and takes the question for a callback. The question is written on that call, in your dashboard and the email about it.
How it treats your callers.
- By default it tells callers the call is recorded, at the start. What callers are told
- It never pretends to be a person. Asked, it says it's your virtual assistant.
- It never asks for a card number, and moves on if one is offered.
- Asked for a person, it doesn't argue. It takes a message for a callback.
- An upset caller gets an apology, not an argument, and their complaint taken down for a callback.
- Talk over it and it stops, then answers what was actually asked.
It never confirms a time, because it cannot see your calendar. It takes the request, reads it back, and says your team will get back to them.
Questions about your agent
It does not book the job or put anyone through. It takes the request and reads it back. After the call, the write-up can also go onto your calendar as an entry dated by the call, for you to move and confirm with the caller; we connect your calendar during setup. See the integrations
Not what they've already said. If a caller gives the job, the address and the number in one go, it doesn't ask for them again. It reads them back for a yes.