Quick answer
It hands the call to your team, with the details already written down.
By default that is a text to your on-call number and a callback, not a live transfer. Here is what happens in each case.
A gas smell, smoke or sparking
The normal call stops. The caller hears a fixed safety message, a callback number is taken, and the call is flagged for an immediate callback from a person. It gives no other safety advice.
A caller who asks for a person
It takes the caller’s details and texts your on-call number, then tells the caller someone will call back. Putting a caller straight through to a person is available on request and is off by default.
A repair already underway, or a part status
It cannot see job status, so it does not guess. It takes the details and passes the call to your team for a callback.
A price or a diagnosis
It does not give either. It states your service-call fee if you set one, and leaves the fault and the price to your technician.
A booking that cannot finish
If the calendar refuses or cannot be reached mid-call, the call is kept and marked Not confirmed on your dashboard for you to settle.
A text that does not arrive
Every text carries a delivery status, and a failed or undelivered one is flagged on your dashboard instead of looking like a customer who went quiet. A failed text is not re-sent automatically.
The longer list of what it will not do is on what an AI receptionist should not do, and the specific limits are in what the receptionist cannot do.
Common questions
What does the AI receptionist do when it does not know the answer?
It says what it can do, collects the caller’s details, and follows the handoff path set up for your line: a text to your on-call number and a callback. It does not invent an answer to keep the conversation moving.
Will a person always pick up?
No. By default the handoff is a text and a callback, not a live transfer. Live transfer to a person is available on request and is off by default.
Can I switch it off?
Yes. A kill switch on your dashboard stops the receptionist answering.