24/7 AI Customer Enquiry and Message Handling

Customer Enquiry Triage is a first-line support service that helps you manage incoming calls and emails professionally, consistently, and in line with your agreed process.

What we do

• First-line call & email handling: We respond to customer enquiries via your dedicated phone line(s) and/or shared inbox.

• Triage and routing: We categorise enquiries (e.g., general questions, booking requests, referrals) and route them to the right place based on your instructions.

• Bookings and referrals: We take booking requests and capture referral details using your availability structure and agreed criteria.

• Escalation logging: We record escalations and outcomes so you have a clear audit trail of what was received and what action was taken.

• Script-led responses: All communication follows your client-approved scripts—we don’t improvise or provide advice.

What we don’t do

• We don’t handle complaint resolution, disputes, or provide guidance/advice beyond your approved scripts.

• We don’t make decisions on your behalf—anything unclear is escalated to you.

How onboarding works

• You provide scripts, categories, escalation contacts, and booking/referral rules

• We confirm coverage hours, channels (phone/email), and what must be escalated

• We begin handling enquiries in line with your agreed service level and process