The rules the assistant works to
An assistant that answers your phone has to earn your trust and your customers'. These are the rules it follows on every call and message.
- 1
It says what it is.
Every call starts by saying it is an automated assistant for your business, and that the call is recorded.
- 2
A person, whenever asked.
Anyone who asks to speak to someone is passed to your team, with a summary so they do not have to repeat themselves. Out of hours it takes a message and says when they will hear back.
- 3
It never makes things up.
Prices come from your price list or a quote you have approved. Times come from your diary. If it does not know, it says so and passes the question on.
- 4
It does not diagnose or promise.
It will not guess what is wrong, or promise when a job will be finished.
- 5
Safety comes first.
If a caller describes something dangerous, it tells them to stop and puts them through to a person.
- 6
No card details over the phone.
Payments are made through a secure link or at your counter.
- 7
No sales calls.
It rings your customers only about their own job: to confirm a booking, chase an approval or say the work is ready. Reminders and offers go by message, only to people who have agreed to them, and stop as soon as they say stop.
- 8
You check the quotes.
No quote reaches a customer until you, or someone you name, has approved it.
- 9
If it fails, your phones ring.
If the assistant or the line has a problem, calls ring your own phones as they do today.
- 10
Your customers stay yours.
Their records belong to your business. We handle them only to run your service, and we keep every business's records apart.
Your data, in plain words
You decide what happens to your customers' information, and we act on your instructions. Calls are recorded and callers are told. You choose how long recordings and messages are kept. Data is stored in [where data is stored]. [how to get our data processing agreement]