From the first ring to your callback.
Riley follows the same short, careful call flow on every call, so your summaries are consistent and you always know what was confirmed.
Six moments in every call
- 1
Greeting and disclosure
Riley answers with your business name, says the call may be recorded and transcribed, and asks whether the caller has used your services before.
“Thanks for calling Brightside Home Services, this is Riley…”
- 2
Reason for the call
The caller explains what they need in their own words. Riley listens and acknowledges. It doesn't diagnose or quote prices.
“Our AC is blowing warm air and it's 86 in the house.”
- 3
Name, spelled back
Riley asks for the first and last name, asks the caller to spell the last name, and reads the letters back for an explicit yes.
“That's P-R-I-C-E. Is that right?”
- 4
Callback number, repeated
The number is repeated back. If the caller is calling from the number they want, Riley confirms that instead of asking again.
“I have 512-555-0150. Is that correct?”
- 5
Safety comes first
If a caller mentions danger like a gas smell or smoke, Riley gives your safety instruction before anything else, then keeps the call short.
“Please leave the house now and call 911 or your gas utility.”
- 6
Short recap and goodbye
Riley repeats the next step and ends politely. It never claims an appointment is booked or that a message was sent unless it was.
“The team will call you back at 512-555-0150 this afternoon.”
What lands in your inbox
Summary email to you
Who called, why, the confirmed callback number, the caller's preferred time and a one-line next step.
Review flags when needed
If the name spelling or number couldn't be confirmed, the subject says MANUAL REVIEW and the unconfirmed rows are labeled.
Optional caller receipt
When the caller asks for it, a short confirmation goes to an email address that was read back and confirmed.
Summaries and receipts are sent by email. Examples above are illustrative.
You decide what Riley says
Your business profile drives the call: name, hours, service area, approved FAQs, the new-or-existing question and your safety instruction.
Our team sets up your profile with you and reviews it before your first call. You can see how Riley's settings look in the owner dashboard.
See how Riley would answer for your business.
Book a demo and we'll walk you through a sample call, the summary you'd receive, and the right setup for your calls.