Service rules: greeting, hours and hand-off
The greeting, the schedule the AI covers, and the intents that must always reach a person.
Decide what the AI handles alone, and what always goes to your team.
- Write the greeting Under about 12 seconds: who you are, what you can help with, what happens next. Skip “your call is important to us”.
- Set the working hours Inside your hours, calls can ring the team first and fall through to the AI. Outside them, the AI answers immediately.
- Define the hand-off rules Name the intents that must go to a human: complaints, anything with a legal or safety edge, and anything the AI is not allowed to decide.
You can name, out loud, three things the AI will never decide on its own.
Are the rule templates finalised?
The configuration options are in place, but some policy details are still being confirmed. Tell us your scenario and we will confirm what applies to your account before you go live.