Full transcript
Read the exchange to see how the AI receptionist asks questions, handles uncertainty, and closes the call.
MayaHi, you've reached Parker and Rowe Heating, Maya speaking. How can I help?
CallerHi, um... I'm not even sure if I'm the right person to call, but our boiler's gone weird and the flat is freezing. I'm the tenant, not the landlord, just to make that clear before I accidentally book something I'm not allowed to book.
MayaThat's helpful to know. I can still take the details and work out the right next step. First, can you smell gas, or has a carbon monoxide alarm gone off?
CallerNo, nothing like that. It's just, like... no heating, hot water comes and goes, and the pressure keeps dropping.
MayaUnderstood. Because there's no gas smell or alarm, I can treat this as a heating fault rather than an emergency gas call. Do you have permission from the landlord or letting agent to arrange a visit?
CallerNot yet. I've messaged the agent, but they're being painfully slow. Classic.
MayaNo problem. What I can do is create the job request, note that approval is still needed, and send a summary you can forward to the agent. If they approve it, we can confirm the visit.
CallerThat would actually be amazing, because I'm tired of sending them dramatic photos of the thermostat.
MayaI'll make it practical for them. What type of property is it?
CallerTwo-bed flat. First floor. One bathroom. The boiler's in the kitchen cupboard, if that helps.
MayaIt does. Do you know the boiler make?
CallerWorcester, I think. I can send a picture. I'm standing next to it now like it's going to apologise.
MayaA photo would help. I'll text you a link after the call for the boiler, pressure gauge, and any error code. If approval comes through, we have a diagnostic slot tomorrow between ten and twelve, or Thursday afternoon.
CallerTomorrow between ten and twelve would be perfect. I work from home, so I can let someone in.
MayaGreat. Can I take your name and the property address?
CallerYeah, it's Mia Thompson. Flat 3, 27 Ashford Road.
MayaThanks, Mia. And if you have the letting agent's name or email, I can include that in the notes.
CallerIt's BrightKey Lettings. I don't have the email right now, but I can add it when I send the photos.
MayaPerfect. I've created a pending diagnostic request for tomorrow between ten and twelve, subject to landlord or agent approval. I'll text you a summary and photo link now, so you can forward it to BrightKey Lettings.
CallerBrilliant. Thank you. That's much more useful than me just shouting "it's cold" into an email.
MayaHappy to help, Mia. Once approval is confirmed, the team can lock in the visit.