Call handling

Call Handling covers what the agent says and why. Start with the article on what the agent says, which walks a routine call line by line: the opening sentence that says the call is answered by an automated assistant (and may be recorded, when recording is on), the greeting, the questions it asks in order (name, address, then two questions about the problem), the phone number it gets before booking, the read-back, and the close. The next article explains how a call becomes an emergency: the agent matches the caller's words against the keyword list you wrote, and a gas smell, smoke, fire or a CO alarm always gets leave the building and call 911 before anything else. You will also find what happens when a caller asks whether they are talking to a person (it says it is your automated assistant and offers a callback), what it does with a question it cannot answer from your business facts, and how spam screening works: when it is on, robocalls and telemarketers are hung up on, and a screened robocall counts as one minute.