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Playbook · Answering

Emergency triage

At 11 PM, a gas smell and a dripping faucet sound the same to voicemail. The AI tells them apart — dispatching your on-call tech for real emergencies and booking everything else for morning.

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How a late-night call gets triaged

  1. 1

    A late-night caller describes the problem in their own words.

  2. 2

    The AI triages it against your emergency rules — dispatch now, or book for morning.

  3. 3

    True emergencies page your on-call tech with the address and a summary; the customer gets an ETA.

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An empty office at night, the city lit up outside the window, with a dashboard on screen still taking calls After-hours answering Every night and weekend call answered and booked. Overflow answering When every line is busy, the AI picks up instead of voicemail. Bilingual answering Serve Spanish-speaking customers in their own language, every call. Missed call text back A missed call gets a text back from your own number — and the AI books the reply.

Write down what counts as an emergency

Send your emergency rules and on-call number. A gas-smell call pages the tech; a slow drip books for morning.

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