Guides / what the caller hears

One call, word for word.

Before you point your customers at anything, you should know exactly what it will say to them. This page walks one call through from the first ring to the brief in your WhatsApp, quoting the actual words where words are fixed.

First, your phone rings

Nothing answers on your behalf while you might still pick up. The divert sends a call onward only after 15 seconds of ringing, so every caller gets you first if you are free. What follows only happens to the calls you were going to miss anyway.

The first sentence

Anseya opens every call with this, before it asks anything at all. For the demo business it reads:

“Hi, this is Anseya, the AI assistant for Dave's Plumbing and Heating. This call is recorded. How can I help?”

Three details in that sentence were argued over, and each says something about how the product is built:

It leads with what it is. The disclosure comes before the offer of help, because a caller who is offered help first has already started explaining a burst pipe to something they think is a person. By the time they learn otherwise, the honesty has arrived too late to matter.
“Dave's Plumbing and Heating”, not “&”. A speech engine reads an ampersand as a stumble, so the product expands it, and this site prints the sentence as spoken, because this is a transcript, not copy.
Two short sentences, not one long one. A speech engine breathes at a full stop, and the recording notice deserves its own beat. “This call may be monitored for quality purposes” is what people have learned to stop hearing; two plain sentences are not.

The sentence is printed here from the same place the phone system reads it, and the build fails if the two ever differ. It is not editable, not by the business and not by us.

The caller's language, not a menu

There is no “press 2 for Urdu”. If the caller replies in another of the tested languages, Anseya continues in it, and it follows a switch mid-sentence, which is how bilingual households actually speak. The greeting, the recording notice and the questions all happen in the caller's language. Your brief still arrives in English.

The questions

Then it does a receptionist's job: what the problem is, where, how urgent, the caller's name and number. The exact fields depend on your sector; a trades call captures different details from a clinic call. It asks, it confirms what it heard, and it does not pad the call. Callers are trying to report a problem, not have a conversation with software.

Just as important is what it will not say. It does not quote a price you have not given it. It does not promise a time you have not agreed to. If the caller asks something it does not know, it says it will pass the question to you, and does. And if the caller insists they want a human, it does not argue; it takes the details and tells them you will ring back.

If the caller mentions danger

One thing interrupts everything above. If the caller says they can smell gas, or reports fire, sparks, serious flooding or a medical emergency, Anseya stops qualifying and reads a fixed safety script. Those scripts, and the rules around them, are published in full on the emergency page.

Why the call is recorded

The recording notice in the first sentence is not legal wallpaper. The recording is the product: your lead is not a typed summary of the call, it is the call. Every lead in your list exists because a real call happened and was recorded, which means there is nothing Anseya could invent, exaggerate or misremember without the evidence sitting right next to it. When the brief says the caller has water coming through the kitchen ceiling, you can press play and hear them say it.

The caller keeps rights over that recording: audio is kept 30 days, transcripts 12 months, and any caller can have theirs deleted within 24 hours by asking, on the call or afterwards. The full detail is in how Anseya behaves and the privacy policy.

What lands in your WhatsApp

While the caller is still on the line, the job is on its way to you: a lead card with the details, and a voice brief of about twenty seconds you can play with one thumb from the van. Approve and it moves; decline and it stops. Nothing is sent to the caller that you have not approved.