Guides / emergency calls

The one script nobody may edit.

A caller says they can smell gas. The worst thing that could answer them is a language model having a bad day. So on Anseya, no model answers them: a fixed script does, and this page prints every word of it.

No model decides

Emergency detection runs before any AI generates anything. It is a list of danger phrases, checked against the live transcript as the caller speaks, in plain deterministic code. It does not ask a model's opinion, because a model having an off day about “I can smell gas” is a model that kills someone. When a phrase matches, the scripted response is what the caller hears, and nothing the caller asked for beforehand changes that.

The list is made of phrases, not words. The word “gas” alone would match “gas boiler service”, which is a routine booking, and an assistant that shouts evacuate at someone booking their annual service gets switched off by the business within a day. Then it is not there on the call that matters. So “smell of gas” fires and “gas safety certificate” does not, and there is a second list of phrases that look dangerous but are the opposite, checked first: a landlord booking a gas safety check must never be told to leave the building.

Once it fires, it stays fired for the whole call. A caller who says “I smell gas” and then drifts into asking about their boiler warranty is still standing in a house that smells of gas, and no commercial behaviour resumes on that call.

The scripts, word for word

These are printed from the product's own code, rendered exactly as a caller to the demo business would hear them. “Dave” is the demo owner's name; a real business hears its own. If the product's wording ever changes and this page does not, the site refuses to build.

The gas script's order is a ruling, not a style choice: leave first, touch nothing second, the number third, reassurance last. A frightened person acts on the first thing said, so the first thing said is the one that gets them out of the building. And “I'm alerting Dave right now” is only allowed to exist because emergency alerts to the owner cannot be switched off: a test couples that sentence to the delivery rule, so the product cannot promise a human is being told while quietly not telling one.

What an emergency switches off

The moment a call is flagged, every commercial behaviour on that call is suppressed: no quote is opened, no photos are requested, nothing is sold. This was learned the expensive way in testing, when a gas-emergency call opened a quote and asked the caller to photograph the problem, a caller who had just been told to leave the house. Every individual step was correct; the combination was grotesque. Now the rule is structural: someone who has just been told to leave their property is not a sales opportunity, and any new commercial feature is suppressed on emergency calls automatically, before it is ever built.

The languages it listens in

The danger-phrase lists currently cover English, Urdu, Punjabi, Polish, Romanian, in both the language's own script and the romanised spellings callers actually use. They do not yet cover Arabic or Hindi: a caller describing a gas leak purely in those languages will not trigger the scripted response, and we print that here rather than let you assume otherwise. A language's danger phrases must exist, with the routine phrases that must not fire alongside them, before that language can ship at all.

The scripts themselves are read in English, in every language. Translating “leave the building and do not touch the switches” is not a job for a machine, and we would rather a caller hear correct English than confident nonsense in their own language. A native speaker is reviewing translations; until that is done, this is where the language promise stops.

What this is not

Anseya is not an emergency service and never positions itself between a caller and one. The scripts exist to say the two right things fast: what to do this minute, and which real number to ring. If a caller is in danger, the correct outcome is that they hang up on us.

Related: how Anseya behaves on every call, what wakes you at night and what waits, and an ordinary call, word for word.