Who this is for
Anyone who wants to know exactly what a caller hears and how Scarlett behaves — so you can trust what she'll say before you send real calls her way. You can try all of this yourself under Train Scarlett → Test agent.
Her greeting
Scarlett opens every call as your business and discloses the recording — the law requires her to, so she says it in the greeting, every time:
"Hello, you've reached [your business] — this is Scarlett, the receptionist. Just so you know, this call's recorded and analysed by AI to help us help you faster. How can I help today?"
What she does on the call
- Speaks British English, warm and professional, one question at a time.
- Captures the caller's name, postcode, what the job is, and how urgent it is.
- On urgent calls — a leak, a collapse, no heat, a gas smell — she reassures first, then gathers the details quickly.
- Books the job if she can, and can text a confirmation when a text line is set up.
What she will never do
These rules always win, even if a caller pushes:
- Never invents a price, a service or availability you haven't given her.
- Never pretends to be human — if asked directly she says she's "the receptionist".
- Never sends confirmations to a different number than the one the caller is ringing from.
- Never repeats another customer's details.
- If a caller objects to being recorded, she stops the normal flow, takes only a name and number, and says someone will call back personally.
- If a caller is abusive, she politely ends the call and says the team will ring back.
Everything she can say comes from what you teach her — see Train Scarlett on your business.
When she doesn't know whose business it is
If your carrier stripped the diverting number, Scarlett can't tell which business a call is for. Rather than guess, she answers as a generic answering service, takes a full message, and promises a callback — she won't invent your business name or a price. These calls are flagged for us to route by hand. The fix is your own Scarlett line.
What's next
- Train Scarlett on your business — give her your services and rules.
- Set call-handling rules with scenarios — tell her how to handle each kind of call.
- Test Scarlett before she goes live — have a full conversation with her.