2Step 2 — Call Operations
Business Hours Important
Your AI uses these to know when you're open vs. closed, and switches to after-hours mode outside these hours.
ExampleOpen: 8 AM · Close: 6 PM (Mon–Fri)
Wrong hours = AI tells callers you're open when you're not, or vice versa.
After-Hours Coverage Important
What happens when someone calls outside business hours.
Your 3 options
Answer all after-hours calls — AI answers 24/7 and can book any time.
Emergencies only — AI only handles emergencies after-hours; other callers are told to call back.
Business hours only — AI does not answer after-hours at all.
Most businesses choose "Answer all after-hours calls" — that's where the biggest revenue recovery happens.
Timezone Required
Your AI needs your timezone to correctly quote appointment times and send SMS reminders at the right local time.
ExamplesEastern (ET) · Central (CT) · Pacific (PT) · Mountain (MT)
Wrong timezone = reminders go out at the wrong time and appointment slots are quoted incorrectly.
Primary Language
The primary language your callers use.
OptionsEnglish · Bilingual (English + Spanish) · Spanish
If a significant portion of your callers speak Spanish, choose Bilingual. Your AI will detect the caller's language automatically.
3Step 3 — Tech Stack
Service Area / ZIP Codes Required
Your AI uses this to politely tell callers outside your coverage area that you don't service their location. Without it, your AI will attempt to book jobs from anywhere in the country — you'll get calls from states you don't serve.
Formats that work — pick whichever fits your business
ZIP codes: 90210, 90211, 90212
City + state: Dallas, TX
County: Los Angeles County, CA
Radius: Within 30 miles of Austin, TX
Multi-city: Chicago, Evanston, Oak Park, Naperville, IL
If you serve the entire US or have no geographic restriction, enter "Nationwide" so your AI knows this is intentional.
Emergency Keywords Optional — defaults added for your industry
Words a caller says that trigger the emergency alert (immediate SMS + email notification to you). Add any phrases your callers specifically use for urgent situations.
HVACno heat, no AC, gas leak, carbon monoxide, pipe frozen
Plumbingburst pipe, flooding, sewage backup, no water
Electricalsparking outlet, burning smell, no power, tripped breaker
Legalarrested, custody hearing, emergency injunction
4Step 4 — AI Agent Configuration
Everything here is the source of truth your AI uses on every call. Treat it like briefing a new receptionist — be specific, accurate, and complete.
AI Agent Name Required
The name your AI introduces itself as on every call.
ExamplesAlex · Sara · Mike · Jordan · Emily
Choose a natural, friendly name. Avoid unusual or very formal names.
Business Address Required
Your AI gives this address to callers who ask "where are you located?" and uses it for emergency dispatch routing. Without it, your AI can't answer one of the most common caller questions.
Example4521 Oak St, Chicago, IL 60601
Mobile-only / no storefront? Write: "We come to you — no walk-in location. We serve [your city/area]."
Custom Phone Greeting Required
The exact words your AI says when answering every call. First impression of your business — make it count.
Template"Thank you for calling [Business Name], this is [Agent Name] — how can I help you today?"
HVAC example"Thank you for calling Smith HVAC, this is Alex — are you calling about a heating or cooling issue today?"
Legal example"Thank you for calling Johnson Legal, this is Sara — are you calling about an existing matter or a new case?"
Keep it to 1–2 sentences. Long greetings make callers hang up.
Services You Offer Required
Your AI will only book and discuss the services listed here. If a service isn't listed, the AI will say you don't offer it.
HVAC exampleAC repair, AC installation, furnace repair, furnace installation, heat pump service, duct cleaning, emergency HVAC, seasonal tune-up
Plumbing examplepipe repair, drain cleaning, water heater repair, water heater installation, emergency plumbing, leak detection, toilet repair, faucet installation
Legal examplepersonal injury, workers compensation, car accident claim, slip and fall, wrongful death, product liability
Incomplete list = lost bookings. List every service you want your AI to be able to book.
Standard Service Rate Required
What your AI says when callers ask "how much does it cost?" — one of the most common questions on every call. Without it, your AI has to say "I don't have pricing details" which makes callers lose confidence and hang up.
Service business examples
"$89 diagnostic fee, parts and labor additional"
"$150/hour, 1-hour minimum"
"Flat-rate pricing — free quote on-site"
Don't quote prices? Write one of these
"Free estimate provided on-site — no surprise fees"
"Pricing varies by job — we provide a free quote before any work begins"
Every business can fill this in. Even "We provide free quotes" is better than leaving it blank.
Emergency / After-Hours Rate Recommended
Your AI discloses this to callers and gets verbal confirmation before booking emergency slots. Prevents billing disputes.
Examples
"$250 emergency call-out fee + parts"
"1.5x standard rate after 6 PM"
"$350 flat fee, same-day emergency"
Skip this and callers won't know about the extra charge until the invoice arrives.
Owner / On-Call Phone Required
This is the number where you receive every real-time SMS alert — new bookings, missed calls, and emergencies. Without it, you'll never be notified when your AI takes a call. Also shared with callers only if they ask for a direct number.
Format (include country code)+1 (312) 555-0198
This is not published publicly. But it must be correct — every booking alert goes here.
Emergency Contact Number Required
When an emergency keyword is detected, your AI immediately live-transfers the caller here and sends you an urgent SMS + email alert. Can be the same as Owner Phone.
Format (include country code)+1 (312) 555-0198
Wrong number = emergency callers reach a dead end. Test it after going live.
Qualifying Questions Optional — 2–4 recommended
Your AI asks every caller these questions before booking. Answers are saved to your dashboard so you arrive fully prepared.
HVAC (enter one per line)
What type of unit — gas or electric?
Approximately how old is the system?
Residential or commercial property?
Do you have a home warranty?
Plumbing
Is it one fixture or affecting multiple areas?
Has this happened before?
Residential or rental property?
Legal
Can you briefly describe what happened?
When did the incident occur?
Are you currently receiving medical treatment?
2–4 questions maximum. More than that and callers hang up before booking.
Staff / Technician Names Optional
First names of your team. Your AI asks returning callers if they have a preferred technician and notes it on the booking.
FormatMike, Sarah, James, Lisa, Carlos (comma-separated first names only)
Personal / VIP Contacts — Do Not Intercept Optional
Calls from these numbers go directly to you — your AI never picks up for them. Use for family, partners, VIP clients who call your business line.
Format (one per line)
+17085060354 Wife
+13125554321 Business Partner
+17739871234 Accountant
Must include +1 country code. Without it, numbers may not match correctly.
Emergency Policy / After-Hours Statement Required
Exactly what your AI tells callers who report an emergency or call after-hours regarding fees and procedure. Every business gets emergency calls — this is what your AI reads out before booking. Prevents billing disputes and sets the right expectations before dispatch.
HVAC — charges extra"Emergency call-outs outside regular hours (Mon–Fri 8 AM–6 PM) carry a $150 after-hours surcharge on top of normal parts and labor. I need to confirm you accept this fee before I can schedule your emergency."
Plumbing — charges extra"After-hours emergency plumbing is available 24/7. There is a $200 call-out fee for emergencies outside business hours. Do you agree to this fee before I book your appointment?"
Legal — charges extra"After-hours consultations with our on-call attorney are billed at $350/hour. Standard hours are Mon–Fri 9 AM–5 PM. Shall I arrange an after-hours call for you?"
No surcharge / 24-7 standard rates"We offer 24/7 emergency service at our standard rates — no after-hours markup. I can schedule your emergency right now."
Without this, callers are surprised by emergency fees on the invoice — leading to chargebacks and disputes. If you don't charge extra, still fill this in so callers know what to expect.
Booking / Calendar Link Highly Recommended
Your AI includes this link in every booking confirmation SMS and email it sends to customers. Lets them view, reschedule, or cancel without calling you — saving you time and reducing no-shows.
Examples
Calendly: https://calendly.com/yourbusiness
Cal.com: https://cal.com/yourbusiness
Acuity: https://yourbusiness.acuityscheduling.com
GHL: https://yourghl.com/bookings
Any custom booking page URL
Don't have a booking page? Skip for now — your team can add it in the admin dashboard later. But setting this up before going live is strongly recommended.
Average Job Value ($) Optional
Your average revenue per completed job in dollars. Powers the revenue tracking on your dashboard — you'll see the total value your AI generated each week.
Examples (numbers only — no $ sign)
HVAC repair → 450
Plumbing call → 320
Legal retainer → 2500
Dental visit → 180
Use your average if jobs vary. This only affects your dashboard — not any caller interaction.
Google / Yelp Review Link Advanced / Pro only
After a completed job, your AI sends the customer an SMS with this link asking for a review. Only activates with the Review Automation add-on or Pro plan.
How to get your Google review link
1. Search your business on Google Maps
2. Click "Write a Review" on your listing
3. Copy the URL from the browser bar
Looks like: https://g.page/r/Ca.../review
Leave blank if you don't have the Review Automation add-on.
Special Instructions Optional
Anything specific your AI should always do, never do, or always mention on every call.
Examples
"Never book Sunday appointments."
"Always ask if caller has a home warranty before quoting."
"Mention our 10% new customer discount on every call."
"Do not quote prices on first call — always offer a free in-home estimate."
"Flag callers from Riverside Hotel as priority leads."
Be specific. Vague instructions like "be helpful" are already built in — you don't need to add those.
!Common Mistakes That Break Your AI
Wrong or Missing Owner Phone Number
Your Owner / On-Call Phone is where every SMS alert goes — new bookings, missed calls, emergencies. If this is wrong or missing, you go completely dark. You won't know your AI took a call until you log into your dashboard. Format: +1 (area code) number
Wrong or Missing Emergency Contact Number
The Emergency Contact Number is used for live call transfers during emergencies. Wrong number = emergency callers reach a dead end and you miss a critical situation. Format: +1 (area code) number
No Service Area = Nationwide Calls
Without a service area, your AI will attempt to book jobs from any state or city. A Dallas plumber could receive calls from New York. Always enter your real coverage area so out-of-area callers are politely redirected.
No Business Address = Caller Confusion
"Where are you located?" is one of the most common caller questions. If no address is entered, your AI cannot answer it. Even mobile businesses need to explain their coverage — enter your home base or service area description.
Incomplete Services List
If you offer "water heater installation" but don't list it, your AI will tell callers you don't do it. You lose that booking. List every service you want your AI to be able to book.
No Emergency Policy = Billing Disputes
If you charge after-hours rates but don't enter the policy, your AI won't disclose it. Callers will be surprised by the invoice. Always spell out your emergency fee so callers confirm before you dispatch.