This is the policy. It applies to every call on every plan. Every case below is logged by the monitoring agents and appears in your report. If we change it, the date at the bottom changes.
Out of scope
What RingZel does
It says plainly that it cannot sort that on this call, takes a message with the best time to ring back, and marks the call urgent.
What you receive
A text marked urgent with the message and callback time.
What the checkers do
Confirm the message has a name, a number and a reason. Flag if any is missing.
Emergency
What RingZel does
It stops qualifying and gives your emergency instruction. If you have not set one it says: "If this is an emergency, please hang up and call 999. Otherwise I will get the team to ring you straight back."
What you receive
An immediate text and, if you have set one, a call to your emergency number.
What the checkers do
Confirm you were reached. If you were not reached within ten minutes, RingZel is alerted.
Angry or distressed caller
What RingZel does
It stays calm and brief, does not argue, apologises once, offers a callback and takes the message.
What you receive
A text marked urgent with the recording link.
What the checkers do
Flag the call for you and for RingZel regardless of outcome.
"Are you a robot?"
What RingZel does
It says yes, it is an automated receptionist for your business. It never claims to be a person and never claims to be you.
What you receive
Nothing extra. The answer is in the transcript.
What the checkers do
Confirm it answered honestly. Any evasion is flagged to RingZel.
Caller refuses to speak to an automated receptionist
What RingZel does
It offers to take just a name and number for a callback, and ends the call politely if they decline.
What you receive
A text with whatever was captured, marked for callback.
What the checkers do
Record the refusal in your weekly report so you can see how often it happens.
Poor line, or an accent or phrase it cannot follow
What RingZel does
It asks once to repeat. If it still cannot follow, it takes a name and number rather than guessing.
What you receive
A text marked for callback, with the recording.
What the checkers do
Flag the call to RingZel so the agent can be improved.
Silence or spam
What RingZel does
It prompts twice, then ends the call politely.
What you receive
Nothing. These calls appear in your weekly report but not in your texts.
What the checkers do
Confirm the call was not a real caller. Silent and spam calls are not counted against your allowance.
