How it works
- From the outset, the agent states that it is an AI and that the conversation is recorded, then asks what the problem is.
- It asks your screening questions: is water still running, is anyone trapped, is safety at stake?
- If an urgency criterion is met, it transfers the call to the configured on-call number.
- Otherwise, it collects the address, contact details and a description, then tells the caller they will be called back during business hours.
- If someone is in danger, it directs the caller to 15 (medical emergencies), 18 (fire brigade) or 112, the emergency numbers in France.
- Every call, transferred or not, is transcribed and summarised in the client area.
Industry by industry
- Block management agents
A leak coming through a flat’s ceiling or a car park door stuck open goes to the on-call property manager; a blown bulb in the corridor or a question about service charges waits for the building’s manager.
- Vets
An animal struggling to breathe, that has swallowed something toxic or that has been hit by a vehicle is transferred to the out-of-hours number you have configured; a vaccination or a prescription renewal waits until the clinic opens.
- Plumbers
Active water damage or a burst pipe triggers a transfer to the on-call plumber; a running toilet cistern or a bathroom project is noted for the next day.
- Locksmiths
A door forced during a burglary or a customer locked out in the middle of the night is transferred to the on-call locksmith; a request for a high-security cylinder or a spare key is logged.
- Heating engineers
A boiler breakdown in the depths of winter can be classed as urgent under your criteria; a smell of gas first triggers the safety instruction you have written, while annual servicing remains a simple logged request.
- Electricians
A smoking fuse box or a total power cut in a shop that is open is transferred straight away; an extra socket or a quote for bringing wiring up to standard gets a callback during the day.
- Breakdown & towing
A vehicle stranded on a dual carriageway takes priority: the agent records the location, the direction of travel and the model, then transfers. A scheduled wreck removal is simply logged.
- Funeral directors
A death at home or in a care facility calls for an immediate transfer to the adviser on duty, in a sober tone; a request for information about a pre-paid funeral plan is logged.
- Hotels and holiday rentals
A guest stuck in front of a key box that will not open, or without water in the accommodation, is transferred to the manager; a question about check-out time gets an answer drawn from your information.
- Dental practices
The agent does not judge how serious pain is: it applies your criteria, such as a broken tooth or swelling, to transfer to the designated number, and directs the caller to 15, the French emergency medical number, as soon as they describe a situation you have listed as life-threatening.
What to set up
- Write the list of urgent situations using the words your customers actually use.
- Set the screening questions to ask before any transfer.
- Designate the on-call number to which urgent calls are transferred.
- Write the reply for non-urgent requests: callback time and opening hours.
- List the public numbers to give out in case of danger: 15, 18, 112 and the gas emergency line.
What the agent does not do
The agent does not assess the medical, technical or safety severity of a situation itself: it strictly applies your criteria. It promises no call-out time, dispatches no one, and replaces neither the emergency services nor your human on-call staff.
Frequently asked questions
Who decides what is urgent?
You do, through the criteria and screening questions you provide. The agent applies them as they stand and does not broaden them on its own initiative.
What does the agent tell someone whose request can wait?
It confirms that the request has been recorded, repeats the contact details and gives the callback time you have set. The summary waits for your team in the client area.
What if the caller describes a threat to their life?
The agent directs them to 15, 18 or 112, the emergency numbers in France. It gives no medical advice and never takes the place of the emergency services.