How to read this: everything below is what we write for you. You mark it up, we change it, and nothing goes live until you say the words are right.
1. How your phone gets answered
The greeting, verbatim, in both languages:
- English: "Thanks for calling [Company]. This is the AI assistant on their team, and this call is recorded. I can book you in or get a tech out — what's going on with your system?"
- Spanish: "Gracias por llamar a [Company]. Le atiende el asistente de inteligencia artificial del equipo, y esta llamada se graba. Le puedo hacer una cita o mandarle un técnico. ¿Qué está pasando con su sistema?"
It identifies itself as an AI assistant at the start of every call, and announces that the call is recorded. Both are non-negotiable and both are in your approved script.
2. What counts as an emergency
Your rules, not ours. The default we'd propose for HVAC:
- Same-day: no cooling and someone at home is elderly, an infant, or unwell; no cooling with an indoor temperature above 85°F; any burning smell or visible water damage.
- Next available: weak airflow, one room not cooling, noise complaints, thermostat trouble.
- Quote & schedule: replacement inquiries, second opinions, new-construction work.
Anything in the first bucket rings your cell within 60 seconds with the address and the symptom already captured.
3. What it will and won't say
The boundary is explicit, because this is the question every owner asks:
- It will: confirm your service area, describe your services, give your diagnostic fee if you want it published, book into the calendar we set up and keep in sync with the one you use, and take the details.
- It won't: quote a repair price, promise a specific technician, diagnose over the phone, or commit to a time you haven't made available. Any of those become "let me have [Owner] confirm that" plus an immediate text to you.
4. What goes out after the job
- A review request to every completed job — the same ask, the same public link, whoever they are.
- If someone tells us they weren't happy, you hear about it the same day, and they still get the same link.
- Maintenance-agreement renewal reminders at 11 months, then 11.5.
5. Your year, built in
- March–April: tune-up campaign to last year's customers, before the rush.
- May–September: peak. Answering and booking only — no campaigns competing for your capacity.
- October–November: heater check reminders.
- December–February: renewals, dormant-customer reactivation, referral asks.
6. Your owner app
Built at setup and loaded with your customers, so you type nothing in. On your phone:
- Every day: your plan customers flagged on every card, today's same-day calls on top, and the open replacement quotes in one list.
- One-tap updates: one tap opens your own WhatsApp (or your texts) with the update already written, like "The tech is on the way, there between 9 and 10", and you send it from your own number. It doesn't wait on the phone companies' approval for business texting.
- Not the same as: Growth's WhatsApp answering, where your AI assistant answers your customers' WhatsApp messages for you.
7. What you approve before launch
A four-item checklist, signed by you: the greeting wording, the emergency rules, the price boundary, and the review copy. We don't launch on a "sounds good" — we launch on a signed sheet, because it's your name on the phone.