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A bot that guesses costs the business money and trust. These rules are built into the product for every client; none of them is a setting an agency or an owner could turn off.
- Facts only from the business's own site. Every fact keeps the exact words it came from and the page they're on; a fact whose words aren't on the site is dropped. The owner confirms the facts before going live, and the site is re-read weekly.
- Checked before it's sent. A reply that states an amount, a phone number, a link, an arrival time or an offer the facts don't contain is replaced with an offer to have someone from the business get back to them.
- Never sells. No offers, discounts, upsells, plans, review requests or referral asks, payment links or binding prices by text. The technician quotes at the job.
- Emergencies first. A big Call now button, a tech call-back and the first slot; safety advice only as the owner approved it.
- It says it's an AI. Every chat answer sits under an "AI assistant" label; every text starts with the business's name and "AI:". It never takes a human name, and after the owner has texted, it introduces itself again.
- Recording announced first. "This call is recorded and transcribed" comes before anything else on a call. Chats show a notice before the first message.
- Consent before texts. Only after a keypress on the call, or a checked box in the chat that starts unchecked and is never required to book.
- Never an autodialer. Texts go only to the number that just called or opted in: no lists and no bulk texts. Call them now rings the owner first.
- A narrow job. The AI can read this business's facts and open slots, make a booking or a booking request, start a hand-off, and text only the person in the conversation. It doesn't browse the web during chats, and each business is walled off from every other.
- Tested before every release. About 50 homeowner questions, including prices not on the site, emergencies, out-of-area jobs, wrong numbers, Spanish and trick prompts, asked against a real facts sheet and checked one by one. Plumbing has its own questions on top of the shared ones; each trade gets its own before its first client. Every demo is also asked its ten hard questions, and you see the answers.
In these publicationsHow to resell Second Shift
LanguagesEnglish
Licence: CC BY 4.0
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