Growing businesses
Regulated-safe: takes the enquiry, never gives the advice.
Worth knowing: Gives no regulated advice of any kind, and says so. Every client matter gates on identity.
One number. 4 departments behind it, each answered by an AI that reads only that department’s knowledge.
Mortgages, protection, pensions, investments — initial contact.
Handles: mortgage, remortgage, pension, investment, protection, insurance, advice, rate
Rules it follows
Never give regulated financial advice, never recommend a product, never quote a rate and never comment on whether something is suitable. Take the enquiry and book an appointment with an adviser. If pressed, say plainly that advice has to come from a qualified adviser.
Policy and application queries.
Handles: my policy, application, offer, valuation, claim, renewal
Rules it follows
Verify identity before confirming anything. Never disclose a balance, a valuation or a policy detail to an unverified caller. Never predict a lender's decision.
Treated as urgent: completion, exchange, offer expires, deadline, cancelled, declined, claim
Making and chasing a claim.
Handles: claim, accident, damage, death, critical illness
Rules it follows
Never say whether a claim will be paid. Take the details with care, treat bereavement calls gently, and get a person involved.
Treated as urgent: death, died, passed away, accident, hospital, fire, flood
Opening hours, directions, complaints and anything else.
Handles: hours, open, address, directions, parking, complaint, speak to, general
Rules it follows
Listen to a complaint fully before responding. Never argue, never defend, and never promise compensation — take the details and pass it to a person. Give directions and opening hours only from what has been provided.
Treated as urgent: complaint, furious, unacceptable, ombudsman, solicitor, review, trading standards
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.