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Script

After-hours receptionist

Answers a small business's line while it is closed: sorts the call into an order, a question, or something urgent, and takes a message with a callback number.

Purpose
inbound
Recording
Off
Nodes
9
Rehearsals passing
4 of 4
after-hours-receptionist
All calls

Variables

VariableMeaningFallbackExample
agent.nameThe assistant's first nameAva
company.callback_windowWhen the team returns callswhen we open
company.nameThe business whose line this isrequiredHarbor Street Bakery

Any time

is_automated
Asks whether this is a robot, a recording, or an AI → automated_note
opt_out
Asks not to be contacted again → do_not_call
wants_person
Asks to speak with a person, a human, or someone there → no_one_available

Nodes

Yes, automated say

Yes, I'm an automated assistant answering for {company.name} while it's closed.

  • then → $resume

Do not contact end

Understood. We won't contact you. Goodbye.

  • ends: Do not call

Greeting ask

Thanks for calling {company.name}. We're closed right now. I'm {agent.name}, an automated assistant, and I can take a message for the team. Is this about an order, a question, or something urgent?

  • order: Calling about an order, pickup, delivery, or catering → order_message
  • question: Has a question, such as hours or what is available → question_message
  • urgent: Says it is urgent or an emergency → urgent_message

Message saved end

Thanks, I've got it. Someone from the team will call you back {company.callback_window}. Goodbye!

  • ends: Call back

No one available say

Everyone's away right now, but I can take a detailed message and mark it for a callback.

  • then → $resume

Order message ask

Got it. What's your name, the best number to reach you, and what's the order about?

  • gave: Leaves any part of the message → message_saved

Question ask

Sure. What's your question, and what number can the team call you back on?

  • gave: Asks the question or leaves a number → message_saved

Urgent message ask

I understand. Please tell me your name, your callback number, and what's going on, and I'll mark it urgent for the owner. What's happening?

  • gave: Leaves any part of the message → urgent_saved

Urgent message saved end

Thank you. I'm marking this urgent for the owner. If this is a medical or safety emergency, please hang up and call 911.

  • ends: Call back

The outlined node is the entry.

Rehearsals

leaves an order message · passes · Call back
  1. Agent: Thanks for calling Harbor Street Bakery. We're closed right now. I'm Ava, an automated assistant, and I can take a message for the team. Is this about an order, a question, or something urgent?
  2. Caller: Hi, I wanted to change my pickup order for tomorrow.
  3. Agent: Got it. What's your name, the best number to reach you, and what's the order about?
  4. Caller: It's Sam, 555-010-4477, I need two dozen instead of one.
  5. Agent: Thanks, I've got it. Someone from the team will call you back when we open. Goodbye!
asks for a person, then leaves a question · passes · Call back
  1. Agent: Thanks for calling Harbor Street Bakery. We're closed right now. I'm Ava, an automated assistant, and I can take a message for the team. Is this about an order, a question, or something urgent?
  2. Caller: Is there someone there I can talk to?
  3. Agent: Everyone's away right now, but I can take a detailed message and mark it for a callback. Is this about an order, a question, or something urgent?
  4. Caller: A question about your hours.
  5. Agent: Sure. What's your question, and what number can the team call you back on?
  6. Caller: Do you have gluten-free bread? My number is 555 010 4477.
  7. Agent: Thanks, I've got it. Someone from the team will call you back when we open. Goodbye!
urgent order problem · passes · Call back
  1. Agent: Thanks for calling Harbor Street Bakery. We're closed right now. I'm Ava, an automated assistant, and I can take a message for the team. Is this about an order, a question, or something urgent?
  2. Caller: This is urgent, my catering order for today is wrong.
  3. Agent: I understand. Please tell me your name, your callback number, and what's going on, and I'll mark it urgent for the owner. What's happening?
  4. Caller: Jordan, 555-010-9090, the order for 40 people never arrived.
  5. Agent: Thank you. I'm marking this urgent for the owner. If this is a medical or safety emergency, please hang up and call 911.
returns a missed call and opts out · passes · Do not call
  1. Agent: Thanks for calling Harbor Street Bakery. We're closed right now. I'm Ava, an automated assistant, and I can take a message for the team. Is this about an order, a question, or something urgent?
  2. Caller: I keep getting calls from this number. Please take me off your list.
  3. Agent: Understood. We won't contact you. Goodbye.

Advice

No advice: the script reads cleanly.

Diagram source

Mermaid
flowchart TD
  n_automated_note("<b>Yes, automated</b><br/>Yes, I'm an automated assistant answering for {company.name} while it's closed.")
  n_do_not_call(["<b>Do not contact</b><br/>Understood. We won't contact you. Goodbye.<br/><b>do_not_call</b>"])
  n_greeting["<b>Greeting</b><br/>Thanks for calling {company.name}. We're closed right now. I'm {agent.name}, an automated…"]
  n_message_saved(["<b>Message saved</b><br/>Thanks, I've got it. Someone from the team will call you back…<br/><b>callback</b>"])
  n_no_one_available("<b>No one available</b><br/>Everyone's away right now, but I can take a detailed message and…")
  n_order_message["<b>Order message</b><br/>Got it. What's your name, the best number to reach you, and…<br/><i>captures: caller_name, callback_number, details</i>"]
  n_question_message["<b>Question</b><br/>Sure. What's your question, and what number can the team call you…<br/><i>captures: question, callback_number</i>"]
  n_urgent_message["<b>Urgent message</b><br/>I understand. Please tell me your name, your callback number, and what's…<br/><i>captures: caller_name, callback_number, details</i>"]
  n_urgent_saved(["<b>Urgent message saved</b><br/>Thank you. I'm marking this urgent for the owner. If this is…<br/><b>callback</b>"])
  start((start)) --> n_greeting
  n_automated_note ==> any_time
  n_greeting -->|order| n_order_message
  n_greeting -->|question| n_question_message
  n_greeting -->|urgent| n_urgent_message
  n_no_one_available ==> any_time
  n_order_message -->|gave| n_message_saved
  n_question_message -->|gave| n_message_saved
  n_urgent_message -->|gave| n_urgent_saved
  any_time{{"any time"}}
  any_time -.->|is_automated| n_automated_note
  any_time -.->|opt_out| n_do_not_call
  any_time -.->|wants_person| n_no_one_available