How the AI handles calls & texts

What happens when a call comes in

1. 1
   Customer calls your business number. Your phone rings first.
2. 2
   If you don't answer after 4–5 rings, the call forwards to your AdaptLocal number.
3. 3
   The AI plays a brief greeting: "Thanks for calling [Business Name]. We can't get to the phone right now, but we'll text you right back." The customer may leave a voicemail.
4. 4
   Within seconds, the AI texts the customer: "Hey — you just called [Business Name], sorry we missed you! How can I help?"
5. 5
   If the customer replies, the conversation begins.

How the AI handles conversations

The AI is trained to handle the most common things customers ask a service business:

• Pricing questions — answers from your services list
• Availability — collects preferred time, defers scheduling confirmation to you (unless Google Calendar is connected)
• Service area — confirms whether you serve their location
• FAQ — answers from your FAQ list
• Booking requests — collects name, service, location, and preferred time, then notifies you

The AI never promises specific availability unless your Google Calendar is connected and it can see real open slots.

How leads are qualified

After each conversation, the AI scores the lead:

• Hot — ready to book, has a specific job and timeline
• Warm — interested but gathering info or comparing options
• Cold — early stage, no immediate intent
• Spam — solicitors, wrong numbers, bots

Hot and warm leads trigger a notification to you (SMS and/or email, depending on your settings). Cold leads are logged in your dashboard but don't send an alert.

When the AI asks for your help

The AI escalates to you when it's not confident it can answer correctly. Common triggers:

• Pricing for a complex or unusual job
• Specific availability ("Can you come Thursday at 2pm?")
• Questions about situations not covered in your FAQ
• Complaints or sensitive issues
• Customer requests to speak to a person

When this happens, you'll get an SMS: "Hey [Name] — [Customer] asked [question]. What should I tell them?" Reply to that text and the AI will pass your answer to the customer, reworded in its own voice. See Escalations & takeover for more.

How spam is handled

The AI automatically detects and silently dismisses solicitors, robocalls, and obvious spam. Customers who text STOP are opted out and will not receive further messages. You'll never be notified about spam — it's filtered before it reaches your dashboard.