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. 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 the built-ins — emergency call-out, quote request, standard booking, complaint, out-of-area enquiry, marketing / sales call, and transfer to human (off to start with). Each shows what it's for and an action. The count at the top says how many are live.
2. Understand the actions
| Action | What Scarlett does |
|---|---|
| Book the job | Takes the details and puts it straight in the calendar |
| Forward the call | Puts the caller through to one of your numbers |
| Send a text | Texts the caller afterwards, with a link if you add one |
| Send an email | Asks for their email address and sends the email you write |
| Take a callback | Takes a number and tells them you'll ring back |
| Politely decline | Explains this isn't something you cover |
3. Edit a rule or add your own
Open a scenario to change its Name, When the customer calls about…, What Scarlett does or says, and its Action, then press Save changes. Press + Custom scenario to add a new rule for the way you actually run jobs. You can switch a built-in off but not delete it; a custom one has Delete scenario.
Some actions need one more thing, shown under the action:
- Forward the call — choose the number under Forward to. The numbers come from Call forwarding (in the menu under Set up Scarlett).
- Send a text — write the Text to send, and an optional Link.
- Send an email — write the Email subject and Email message.
A scenario missing one of these shows Needs setting up — its action can't work on a call until you fill it in.
4. Keep rules distinct
Scarlett picks the scenario that matches the call. If two could match the same call, make each When the customer calls about… more specific so it's clear which one applies.
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
"You haven't added any forwarding numbers yet." Forward the call needs a number to put callers through to. Add one in Call forwarding — see Forward calls to your team — then choose it under Forward to.
A scenario shows "Needs setting up". Its action is missing the number, text or email it needs. Open it and fill that in.
What's next
- Choose Scarlett's voice — how she sounds.
- Test Scarlett before she goes live — check a rule fires as you expect.