No phone menu. It asks, then sends the call where it belongs.
A no-heat emergency and a tune-up quote shouldn't land in the same pile. GreetKeeper routes by what the caller needs, using rules you write.
Caller
“Our furnace quit sometime overnight and it's 54 degrees in here. We've got a newborn. Can anybody come today?”
What happened next
- Matched your rule: no heat goes to the on-call tech
- Transferred to the on-call tech
- Captured: Alicia Dunmore, 555-0170, furnace out, 54°F indoors, newborn at home
Press 1 was never about the customer
Phone trees sort calls by making customers do the sorting. Routing by need puts that work on the assistant.
You know the menu. Press one for service, two for sales, three to hear these options again. People mash zero, or guess wrong and get bounced, or give up. A parent with a cold house at seven in the morning has no patience for any of it.
GreetKeeper asks what the person needs and listens to the reply. Then it follows your rule for that kind of request. One request gets booked into your calendar. Another is answered from what you've trained it on. A third transfers to a named person, and a fourth becomes a message.
Rules are yours. An HVAC shop might send every no-heat emergency to whoever's on call and book tune-ups straight onto next week. A brokerage would sort by buyer, seller and tenant instead. It's the same capability drawn on a different map, and routing is on every plan. Prefer to pick up first? Set a ring count, and it answers only the calls you miss.
One brokerage, three kinds of inquiry
Real estate phones mix hot leads with routine admin. Sorting them by need keeps agents on the conversations that earn commission.
- A buyer asking about a listing books a viewing.
- A seller wanting a valuation transfers to the listing agent.
- A tenant with a repair issue becomes a message for the property desk.
- Anything that fits no rule goes to a person instead of a guess.
Caller
“I saw your sign on Juniper Court. Is that one still available, and could I see it this weekend?”
What happened next
- Matched your rule: listing inquiries get a viewing
- Booked Saturday 11:00am viewing, Juniper Court, on the connected calendar
- Captured: Owen Hartley, 555-0115, buyer, saw the yard sign
Writing your rules
Start from your real week of calls, never from a blank rule editor.
Sort a week of calls into piles
Most businesses end up with five or six: emergencies, new work, existing customers, billing, suppliers, everything else.
Give each pile an outcome
Book it, answer it, transfer it, or take a message. Those are the four moves, and every rule ends in one of them.
Say who receives the transfers
Attach a person to each rule that ends in a handoff. The on-call tech gets no-heat emergencies. The office gets billing. Give each one a backup number for when the first phone goes unanswered.
Run the awkward ones through it
Test with a customer who has two needs, and one who won't say what they want. Read both transcripts and adjust.
A rule set for a small HVAC company
Five needs and five destinations. Yours will differ, and that's the point.
| The need | Your rule | Where it ends up |
|---|---|---|
| No heat, no cooling, a water leak | Transfer | With the on-call tech |
| A tune-up or a routine visit | Book it | On your calendar |
| Hours, service area, brands you repair | Answer it | Finished during the conversation |
| A billing dispute | Take a message | With the office, including name, number and reason |
| Something no rule covers | Treat as unsure | Transferred to your team |
Where routing stops
Routing questions
Is this an IVR?
No. An IVR makes people press keys or say fixed words from a menu. GreetKeeper has a conversation, works out what the person needs, and applies your rule. Nobody hears “press one.”
Can different requests go to different people?
That's the idea. Routing sends each kind of request to the outcome you picked. For a transfer, that means the person you named for it.
What if a call fits none of my rules?
Then the assistant is unsure, and unsure calls transfer to your team. The transcript shows you what was asked, which tells you which rule to add next.
Can I route by time of day or by who's calling?
By time of day, yes. You set your hours and your closure dates, and each number can keep its own hours and greeting. Routing on the caller's number isn't something we claim. It routes on what the person says they need.
How many rules do I need to start?
Fewer than you think. Start with emergencies, bookings and messages. Add a rule when the transcripts show a pattern you didn't plan for.
Bring your three messiest calls
We'll write the rules together on the demo and run each call through them.