Your queue is eleven deep and four of them are the same question
GreetKeeper answers the questions you have trained it on, takes a proper record for the ones it cannot, and sends each caller to the right place.
Caller
“I can't log in. It keeps saying my email isn't recognized, and I've tried the reset thing twice. Account's under the company name, not mine.”
What happened next
- Answered the reset question from your help notes, which resolved it
- Recorded the account name and the exact error text
- Left a record so your team could see the pattern by lunchtime
The queue is long because the same call keeps arriving
Look at a morning of support calls and a pattern shows up fast. Four are one known issue, three are password problems, and the rest are real.
Your team answers all eleven at the same depth, because there is no way to sort them before someone picks up. The genuinely stuck caller waits behind four people who needed one sentence.
The records are thin too. A rushed agent writes login issue in a ticket, and whoever picks it up tomorrow has to ring the customer back for the error message.
GreetKeeper answers what you have documented and captures the rest properly. The caller with the one-sentence answer gets it immediately, and your team gets the ones that need them.
Sorting the queue before it forms
Most of the setup is your existing help documentation, read out loud instead of read on screen.
Identify the account first
Company or account name, and the caller's name. Support records that arrive without this are the ones that take two extra calls to resolve.
Answer the documented issues on the spot
Reset steps, known outages, where a setting lives. You write these once from the answers your team already gives, and they stop reaching the queue.
Capture the exact error, word for word
The AI asks the caller to read out what the screen says. That sentence is usually the difference between a five-minute fix and a two-day thread.
Route what it cannot answer
When the issue is outside what it knows, it says so plainly and transfers or takes a full record. There is no invented answer and no pretending.
What triage costs per call
Support volume is predictable, which makes the per-call math unusually easy to do in advance.
| Plan | Monthly | Calls included | After that |
|---|---|---|---|
| StarterFor a single location taking calls one line at a time. | $49 | 200 | $0.45 per call |
| ProfessionalBooking, routing and transfers included, not an add-on. | $149 | 750 | $0.35 per call |
| ScaleFor busy phones and longer opening hours. | $349 | 2,000 | $0.25 per call |
Starter is $49 a month for 200 calls at $0.45 over. Professional is $149 for 750 at $0.35. Scale is $349 for 2,000 at $0.25.
Support calls vary wildly in length. A password reset runs ninety seconds, a confused caller runs eight minutes. Per-call pricing means your average is stable even when your calls are not.
Overage is printed, so an outage week does not produce a surprise bill. You can multiply your worst day by $0.35 and know the number before it happens.
Where triage stops
Questions people ask
What does it do with a question it has never seen?
It says it does not know and offers to transfer or take a record. That handoff is the mechanism, and it fires whenever the question falls outside your material.
Can it check whether a customer's account is active?
No. It has no view of your systems, and Zapier only receives the call after it ends. Leave account checks to a person, with the caller's details already captured.
Will it recognize a repeat caller?
No. Each call starts fresh unless you have connected something that gives it history. It asks for the account name at the start for exactly that reason.
Take the top four off your queue
Bring the questions your team answers hourly.