Growing businesses
Drivers, deliveries and customers, all triaged before anyone picks up.
One number. 4 departments behind it, each answered by an AI that reads only that department’s knowledge.
Breakdowns, delays, access problems, incidents.
Handles: breakdown, delayed, accident, can't get in, traffic, tacho
Rules it follows
An accident or injury goes to a person immediately. Take the vehicle registration and location first, every time.
Treated as urgent: accident, crash, injury, police, breakdown, blocked, stranded
Where is my delivery, redelivery, proof of delivery.
Handles: where, tracking, delivery, redeliver, pod, parcel, late
Rules it follows
Give tracking status only from the system. Never guess a delivery time. Never confirm an address to a caller who has not verified.
Rates, contracts, capacity.
Handles: rate, quote, contract, capacity, regular, pallet
Rules it follows
Never quote a rate that isn't published. Capture lanes, volumes and frequency.
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.