Every call the AI handles opens the same way, on purpose. Here is exactly what callers hear and why.
The disclosure comes first
The first thing every caller hears — inbound or outbound — is:
"Just so you know, you're speaking with an AI assistant."
This is not optional and cannot be edited out of a greeting. Several states regulate undisclosed bots and AI voices, and disclosing up front is the safe default everywhere. In practice, callers who want a plumber at 9 PM care that someone competent answered — the disclosure has a job to do and then the conversation moves on.
Recording is off by default
Calls are not recorded unless you explicitly enable recording. When recording is on, callers additionally hear: *"This call may be recorded for quality."* We never record silently, and we never claim a call may be recorded when it isn't. Some states require all parties to consent to recording — the disclosure fires automatically whenever recording is enabled.
Then: your greeting and your facts
After the disclosure, the AI uses the greeting you configure (default: "Thank you for calling [your business name]! How can I help you today?") and works from approved business facts only. It is instructed never to invent services, prices, credentials, offers, availability, or policies, and never to claim a booking or transfer happened unless the system actually did it.
What it collects
By default the AI asks for the caller's name, phone number, address, and a description of the issue — asking permission and explaining why. That intake becomes a lead in your lead inbox, and when your scheduling rules allow it, the AI can create a booking request on the call.
Emergencies reach a human
The AI watches for emergency keywords — burst pipe, flood, fire, leak, no heat, no AC, and similar — and follows the emergency action you configure. The default is transferring the call to your emergency phone number.
Customizing and coaching
Adjust the greeting, emergency keywords, transfer number, intake questions, and call-length cap under Dashboard → Services → AI Voice Agent. The AI's business knowledge is coachable in plain English from the chatbot's Coach tab — corrections apply to what it says on future contacts. Test by calling your own line after any change.