Templates

A script is what gets said. A template is what gets decided. These pages hold the decisions: the phone tree for a small business, the after-hours tree, the multi-location tree, the emergency routing table, the phone message template and the client intake form. Each one is a structured block you can print, fill in and argue over with whoever answers the phone today.

Every template comes with a how-to-use section. Fill it in on paper first, because a phone tree drawn on a whiteboard finds its own holes: the branch nobody owns, the after-hours path that ends in a dead voicemail, the emergency that gets treated like a routine booking. Fix it there. It costs nothing to redraw a box.

Once the tree holds up, it becomes settings. GreetKeeper routes by what the caller needs, so each branch of your tree turns into a rule: an emergency goes to the on-call person, a booking request goes into the calendar, a billing question becomes a message. Where your tree says transfer, GreetKeeper transfers to your team when the caller asks or when it's unsure, and tries a second number you nominate if the first doesn't answer.

The multi-location template maps onto one GreetKeeper account with a number per location. Each number can have its own hours, greeting and calendar, so a branch that closes at five and a branch that closes at six each get answered as open or closed on their own clock. Closure dates work the same way: set them, and GreetKeeper answers as closed on those days.

Message and intake templates decide what gets captured on every call. GreetKeeper captures the caller's name, number and reason for calling on its own. Your template adds the questions your trade needs: the address for a service call, the insurance carrier for a new patient, the matter type for a law firm. Those become the intake questions GreetKeeper asks, and the answers arrive with the call as question and answer pairs, alongside the transcript and the short summary.

The phone message template is short on purpose: caller, number, reason, urgency, promised callback time. Five fields. Anything more goes unfilled by week two. GreetKeeper texts the on-call person with the caller's details, and that text is the message template in action.

If you only do one of these, do the emergency routing table. It lists what a caller might say, the single question that sorts urgent from routine, and who gets woken up. A burst pipe and a dripping tap both start with the word plumber. The table is where you write down which one gets the 2am call and which one gets a 7am booking.

Templates here carry no pricing and make no promises about your callers. They're blanks. What they save you is the staring at a settings screen wondering what to type, because you'll have already decided, on paper, with the people who answer the phone.