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?"
You can put that opening line in your own words — see Write Scarlett's greeting. The recording notice and the closing question are always added for you, so however you word it, the caller still gets the bit the law requires.
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
- Write Scarlett's greeting — put her opening line in your own words.
- 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.