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, and reads numbers back digit by digit.
- 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, the time is held for them and they hear “The shop will confirm with you shortly.” Two callers at once are never given the same time.
Emergencies and danger
- Gas smell, a carbon monoxide alarm, smoke or sparking: the first thing the caller hears is to leave the home, not touch switches, and call the gas company or 911 from outside. Then it takes their details for an urgent callback.
- No heat, no AC, a leak, or a baby or elderly person at home is marked urgent — it is not treated as danger, and those callers are never told to leave.
- Emergencies are never booked into a slot; they’re marked for your team to call back right away.
What it will never do
- Quote prices, arrival times or technician names.
- Promise a text, an email or a callback time.
- Claim it found or confirmed an earlier request — it can’t see your records.
- Read a returning caller’s address or history before they’ve confirmed their name.
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.