Never miss the call that matters
After-hours emergencies are your highest-margin, highest-loyalty moments. Reception/Scheduling answers in seconds when your competitors are at voicemail.
Automation / SMS / Voice
Reception / Scheduling.
Reception/Scheduling is the front door for your business — and the calendar behind it. It answers every inbound call and text 24/7, classifies what the contact actually needs, routes it to the right human or bot, and books, reschedules, and confirms appointments against your real calendar. One bot owns the conversation from "hello" to a confirmed slot.
Workflow concept and scripted demonstration. The descriptions below preserve the original workflow scope; channels, integrations, response times, and actions must be agreed and tested for your setup. Sample dialogue is not a customer result.
Answered, classified, routed — and on the calendar.
Answer
Inbound calls and texts get an immediate, on-brand response — 24/7, including holidays and the middle of your busiest afternoon.
Classify
The bot identifies intent (new business, service request, billing question, vendor call) and urgency from the conversation itself — no phone tree.
Capture
Name, callback number, address, and the details the next person needs are extracted as the caller talks, not transcribed afterward.
Route
Emergencies page the on-call tech. Sales inquiries land with sales. Billing questions go to the AR bot. Everything else gets a ticket with context.
Book & reschedule
It reads live availability — honoring buffer rules and appointment-type durations — proposes times that genuinely fit, and writes the booking straight back to Google Calendar or Outlook, confirmations and reminders included.
Log
Every interaction is recorded with sentiment, outcome, and a transcript reference — so Monday morning you see exactly what happened over the weekend.
See the workflow unfold.
A scripted after-hours exchange: a customer with a dead AC unit texts the main line at 7:42 PM. Watch the bot route the emergency, then book a maintenance visit on the live calendar — the routed-call record builds on the right.
Illustrative sample only. Playback sends no messages and connects to no accounts.
Read the complete sample transcript
- Caller
Hi, our AC went out about an hour ago and it's still 95° in the house. Do you guys do emergency calls?
- Desert Aire Reception
Hi — yes we do, and I can get this moving right now. I'm the Desert Aire assistant. Can I grab your name and the service address?
- Caller
Robert Chen, 2214 W Catalina Dr. We're customers, you installed the unit.
- Desert Aire Reception
Found you, Robert — 2214 W Catalina Dr, Trane XR15 installed March 2024, still under labor warranty. Is the outdoor unit running at all, or completely silent?
- Caller
Completely silent. The thermostat is on but nothing happens.
- Desert Aire Reception
Got it — unit unresponsive, thermostat powered. That's a priority-1 call in this heat. I'm paging our on-call tech now. Best callback number is this one ending in 0162?
- Caller
Yes this number. How soon can someone come?
- Desert Aire Reception
Marco is on call tonight and has cleared his last job — he can be at your place between 8:30 and 9:00 PM. He'll text when he's 15 minutes out. Since the unit's under warranty there's no diagnostic fee.
- Caller
That's great, thank you. Actually — while I have you, can we set up the fall tune-up for our other unit too? Mornings are best.
- Desert Aire Reception
Absolutely. Looking at the maintenance calendar… I have Tuesday Oct 6, 8:00 AM or Thursday Oct 8, 9:30 AM open for a tune-up at your address. Either work?
- Caller
Tuesday the 6th at 8 works
- Desert Aire Reception
Booked ✓ Tuesday Oct 6, 8:00 AM — fall tune-up, second unit. Calendar invite sent, and you'll get a reminder text the evening before. And ticket SVC-1847 is open for tonight — Marco has the full history. Stay cool 👍
Why this workflow matters.
No phone tree, no phone tag
Callers state their problem in plain language once. The bot classifies, routes, and books — your customers never press 3 or trade voicemails over a time slot.
Your calendar stays the truth
No parallel booking system to reconcile. The bot reads and writes Google Calendar, Outlook, and common scheduling backends directly — reminders drop no-show rates too.
A log you can run the business on
Volume, intents, sentiment, bookings, response times — every contact becomes data you can see, not calls that evaporated.
Routed-call record → CRM / dispatch / calendar
The complete sample handoff, ready to inspect alongside the conversation. The actual record format is scoped to your systems.
Inspect the structured sample output
{
"record": "routed_call",
"ticket_id": "SVC-1847",
"received": "19:42 MST \u00b7 after_hours",
"channel": "sms",
"caller": {
"name": "Robert Chen",
"phone": "+1928555xxxx",
"existing_customer": true,
"crm_id": "CUST-0412"
},
"site": {
"address": "2214 W Catalina Dr",
"equipment": "Trane XR15 (2024-03)",
"warranty": "labor \u2014 active"
},
"classification": {
"intent": "service_request",
"category": "hvac_no_cool",
"priority": "P1"
},
"routing": {
"to": "oncall_tech",
"assignee": "Marco R.",
"eta_window": "20:30-21:00",
"fee": "waived_warranty"
},
"booking": {
"type": "maintenance_tune_up",
"unit": 2,
"start": "Oct 6 08:00",
"calendar": "google_calendar",
"invite_sent": true,
"reminder": "Oct 5 PM"
},
"sentiment": "positive",
"transcript_ref": "sms-svc-1847",
"handoff": [
"dispatch_board",
"crm_activity_log",
"calendar"
]
}Make it work for your setup.
Start with your inputs, systems, approval owners, and exceptions. We agree the permitted actions, test dry runs, and define who can pause the workflow.
Let’s talk about the work
What are you tired
of working around?
Show us the spreadsheet, the website, or the task you keep explaining. That’s enough to start a useful conversation. Start a project