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Tone, scripts, guardrails

AI Configuration

Tone, scripts, guardrails, quiet hours, escalation rules, and the per-trade qualification questions the AI uses to qualify a lead.

Tone

Pick one of four base tones — Direct, Friendly Pro, Concierge, or No-nonsense — then customize. Tone affects greeting, sign-off, contractions, and emoji usage. The actual information (qualifying questions, price ranges, availability) is the same across tones.

Custom-prompt tone overrides ("write everything like a cheerful millennial") are available on Bundle Pro only. On Starter / Pro / Rescue Plus, the four base tones cover the cases we've seen actually convert.

Trade-specific qualification

Each trade ships with a default qualification script that captures the fields you need to write a quote. Roofers ask roof age, slope, and material. Plumbers ask for the affected fixture, water shutoff status, and whether anyone is on-site. The defaults are configurable per service line.

  • Roofing — material, age, story count, recent leak, insurance claim flag.
  • Plumbing — fixture, shutoff status, leak severity, water bill spike.
  • HVAC — equipment age, brand, symptom, last service date.
  • Electrical — panel age, breaker tripping, dedicated circuit needs.
  • Solar — roof type, utility, monthly bill, financing intent.
  • General contractor / handyman — scope, photo upload prompt, timeline.

Guardrails

The AI will never:

  • Commit you to a specific price without your approval — it gives ranges, not quotes.
  • Promise a same-day visit unless your availability shows real same-day slots.
  • Disclose another customer's information.
  • Reply to a lead flagged as VIP (existing customer) — those are always routed to you.
  • Send more than 3 follow-ups in 7 days. After that, the lead is marked cold and the loop stops.

Quiet hours & escalation

Quiet hours block AI replies but not AI parsing — the lead still lands, still gets enriched, and goes into the queue with a status of awaiting_business_hours. At the start of the next open window, the AI sends the queued replies in the order they arrived.

Escalation rules let you bypass quiet hours for high-urgency keywords. The defaults include "emergency", "flooding", "gas", "sparking", "no heat". Match → SMS to you within 60 seconds, no auto-reply to the customer until you respond or 10 minutes pass (whichever first).

Custom scripts (Pro and above)

Add per-service-type scripts to override the default flow. Example: for "Generator install", insert a question about house size before the regular qualification. Scripts are versioned — every change is auditable from Settings → AI Rules → History.

Voice AI (Bundle Pro)

Voice AI answers after-hours calls in your tone, qualifies the lead the same way text does, books a callback slot, and sends you a transcript. It's gated behind your quiet-hours window — during business hours, calls still ring to you. The voice number is configurable in Settings → Integrations → Voice.