Sole traders and small teams
MOTs and services booked, breakdowns escalated, no diagnosis over the phone.
One number. 4 departments behind it, each answered by an AI that reads only that department’s knowledge.
Bookings, MOTs, servicing, collection times.
Handles: mot, service, book, when ready, collect, courtesy
Rules it follows
Never diagnose a fault over the phone or estimate a repair cost. Take the registration and the symptom, and say a technician will confirm.
Broken down, won't start, warning lights.
Handles: broken down, won't start, warning light, smoke, recovery, tow
Rules it follows
Anyone stranded on a motorway or in a live lane is told to get behind a barrier and call the emergency services. Take location and registration first.
Treated as urgent: motorway, hard shoulder, smoke, fire, accident, stranded, children in car
Vehicle enquiries, part exchange, finance.
Handles: buy, part exchange, finance, test drive, in stock, price
Rules it follows
Quote only advertised prices. Never quote a finance figure or a part-exchange valuation.
Invoices, payments, statements, refunds and account queries.
Handles: invoice, bill, payment, refund, statement, owe, direct debit, vat
Rules it follows
Verify the caller before discussing any account detail. Never read out card numbers or full bank details. Never agree a refund, credit, discount or payment plan — always pass those to a person. If the caller disputes a charge, take the details and escalate rather than defending the charge.
Treated as urgent: court, bailiff, legal action, cut off, disconnected, final notice, threatening
It rings each of that department’s numbers in order — the desk, then the mobile, then whoever’s on call. If nobody answers, it comes back on the line and says so, rather than leaving your customer holding or dropping them into voicemail. It takes their details, and you get told: a text and a WhatsApp message if it sounded urgent, an email if it didn’t.
Your caller is never told a ticket was opened. They’re told a person will ring them back — because that’s what they actually want to hear.
Rename or add departments
Every setup is a starting point. Add the ones you have and remove the ones you don’t.
Write your own rules
The rules above are ours. Replace any of them with what you’d actually tell a new receptionist.
Your extensions, in order
Desk, mobile, on-call — it tries each one before it gives up.
Your own voice
Give each department its own voice and greeting, or clone yours.
Your hours and holidays
Per department and per site, including bank holidays and shutdowns.
Your languages
Each department can answer in its own, and route to whoever speaks it.
Set your departments up in about fifteen minutes and ring it yourself.