Who this is for
You want Scarlett to handle different calls differently — book a standard job, take a callback for a complaint, politely decline a sales call. Each scenario is a rule: if the call looks like X, do Y. Seven built-in scenarios cover the common cases; you edit those or add your own.
Time: 10 minutes. You'll need: to be the owner.
Before you start
- Set up your services and prices — scenarios that book need your services and their durations.
Steps
1. Review the built-in scenarios
On Train Scarlett → Scenarios you'll find seven built-ins — emergency call-out, quote request, standard booking, complaint, out-of-area, marketing, and transfer to human. Each shows a trigger and an action.
2. Understand the five actions
| Action | What Scarlett does |
|---|---|
| Book directly | Puts the job in the calendar |
| Send SMS link | Texts the caller a link |
| Schedule callback | Logs that you need to ring back |
| Politely decline | Turns the caller away |
| Transfer to user | Flags the call as one that wanted a human |
3. Edit a rule or add your own
Open a scenario to change its name, when it fires, what Scarlett does or says, and its action. Press Custom scenario to add a new rule for the way you actually run jobs. You can disable a built-in but not delete it.
4. Mind the order
Scarlett takes the first scenario that matches, top to bottom — so put the more specific rules above the general ones.
Verify it worked
Your scenarios show as live (the toggle on), and under Test agent a call that matches a rule is handled the way you set it.
Troubleshooting
Two rules could match the same call. She uses the first match from the top. Reorder so the one you want wins.
A "transfer to human" scenario didn't put anyone through. Transfers also need a forwarding destination set up — see Forward calls to your team. With none, the transfer scenario just takes a message.
What's next
- Choose Scarlett's voice and AI models — how she sounds.
- Test Scarlett before she goes live — check a rule fires as you expect.