Custom rules define how the assistant handles common requests, changes course, and involves your team.

Rules can cover #

• Which intake questions apply to each approved call path.
• What information the assistant can answer or must refer to your team.
• When to transfer and which destination to use.
• Business-hours and closed-hours behavior.
• When to offer scheduling or another configured action.

Escalation includes a fallback #

For each escalation, we confirm the contact, availability, transfer behavior, and no-answer outcome. Urgent keywords alone do not guarantee that an issue is classified correctly; the assistant may clarify and should follow the approved fallback.

Defined scope #

Routing limits and included workflows vary by plan. Additional departments, service lines, locations, or complex integrations may require a separate proposal.

Approval before launch #

We test the rules against representative calls, review the results with you, and launch the approved configuration.