2Step 2 — Call Operations
Business Hours Important
your AI system uses these to know when you're open vs. closed, and switches to after-hours mode outside these hours.
ExampleOpen: 8 AM · Close: 6 PM (Mon–Fri)
Wrong hours = AI tells callers you're open when you're not, or vice versa.
After-Hours Coverage Important
What happens when someone calls outside business hours.
Your 3 options
Answer all after-hours calls — AI answers 24/7 and can book any time.
Emergencies only — AI only handles emergencies after-hours; other callers are told to call back.
Business hours only — AI does not answer after-hours at all.
Most businesses choose "Answer all after-hours calls" — that's where the biggest revenue recovery happens.
Timezone Required
your AI system needs your timezone to correctly quote appointment times and send SMS reminders at the right local time.
ExamplesEastern (ET) · Central (CT) · Pacific (PT) · Mountain (MT)
Wrong timezone = reminders go out at the wrong time and appointment slots are quoted incorrectly.
Primary Language
The primary language your callers use.
OptionsEnglish · Bilingual (English + Spanish) · Spanish
If a significant portion of your callers speak Spanish, choose Bilingual. your AI system will detect the caller's language automatically.
3Step 3 — Tech Stack
Service Area / ZIP Codes Required
your AI system uses this to politely tell callers outside your coverage area that you don't service their location. Without it, your AI system will attempt to book jobs from anywhere in the country — you'll get calls from states you don't serve.
Formats that work — pick whichever fits your business
ZIP codes: 90210, 90211, 90212
City + state: Dallas, TX
County: Los Angeles County, CA
Radius: Within 30 miles of Austin, TX
Multi-city: Chicago, Evanston, Oak Park, Naperville, IL
If you serve the entire US or have no geographic restriction, enter "Nationwide" so your AI system knows this is intentional.
Emergency Keywords Optional — defaults added for your industry
Words a caller says that trigger the emergency alert (immediate SMS + email notification to you). Add any phrases your callers specifically use for urgent situations.
HVACno heat, no AC, gas leak, carbon monoxide, pipe frozen
Plumbingburst pipe, flooding, sewage backup, no water
Electricalsparking outlet, burning smell, no power, tripped breaker
Legalarrested, custody hearing, emergency injunction
4Step 4 — AI Agent Configuration
Everything in this step is the source of truth your AI system uses on every call. Treat it like briefing a new receptionist — be specific, accurate, and complete. Vague or missing inputs directly result in missed bookings, caller confusion, and lost revenue.
AI Agent Name Required
The name Your AI system introduces itself as on every call.
ExamplesAlex · Sara · Mike · Jordan · Emily
Choose a natural, friendly name. Avoid unusual or very formal names.
Business Address Required
Your AI system gives this address to callers who ask "where are you located?" and uses it for emergency dispatch routing. Without it, your AI system can't answer one of the most common caller questions.
Example4521 Oak St, Chicago, IL 60601
Mobile-only / no storefront? Write: "We come to you — no walk-in location. We serve [your city/area]."
Custom Phone Greeting Required
The exact words your AI system says when answering every call. First impression of your business — make it count.
Template"Thank you for calling [Business Name], this is [Agent Name] — how can I help you today?"
HVAC example"Thank you for calling Smith HVAC, this is Alex — are you calling about a heating or cooling issue today?"
Legal example"Thank you for calling Johnson Legal, this is Sara — are you calling about an existing matter or a new case?"
Keep it to 1–2 sentences. Long greetings make callers hang up.
Services You Offer Required
Your AI system will only book and discuss the services listed here. If a service isn't listed, the AI system will say you don't offer it.
HVAC exampleAC repair, AC installation, furnace repair, furnace installation, heat pump service, duct cleaning, emergency HVAC, seasonal tune-up
Plumbing examplepipe repair, drain cleaning, water heater repair, water heater installation, emergency plumbing, leak detection, toilet repair, faucet installation
Legal examplepersonal injury, workers compensation, car accident claim, slip and fall, wrongful death, product liability
Incomplete list = lost bookings. List every service you Want your AI system to be able to book.
Standard Service Rate Required
What your AI system says when callers ask "how much does it cost?" — one of the most common questions on every call. Without it, your AI system has to say "I don't have pricing details" which makes callers lose confidence and hang up.
Service business examples
"$89 diagnostic fee, parts and labor additional"
"$150/hour, 1-hour minimum"
"Flat-rate pricing — free quote on-site"
Don't quote prices? Write one of these
"Free estimate provided on-site — no surprise fees"
"Pricing varies by job — we provide a free quote before any work begins"
Every business can fill this in. Even "We provide free quotes" is better than leaving it blank.
Emergency / After-Hours Rate Recommended
your AI system discloses this to callers and gets verbal confirmation before booking emergency slots. Prevents billing disputes.
Examples
"$250 emergency call-out fee + parts"
"1.5x standard rate after 6 PM"
"$350 flat fee, same-day emergency"
Skip this and callers won't know about the extra charge until the invoice arrives.
Owner / On-Call Phone Required
This is the number where you receive every real-time SMS alert — new bookings, missed calls, and emergencies. Without it, you'll never be notified when your AI system takes a call. Also shared with callers only if they ask for a direct number.
Format (include country code)+1 (312) 555-0198
This is not published publicly. But it must be correct — every booking alert goes here.
Emergency Contact Number Required
When an emergency keyword is detected, your AI system immediately live-transfers the caller here and sends you an urgent SMS + email alert. Can be the same as Owner Phone.
Format (include country code)+1 (312) 555-0198
Wrong number = emergency callers reach a dead end. Test it after going live.
Qualifying Questions Optional — 2–4 recommended
your AI system asks every caller these questions before booking. Answers are saved to your dashboard so you arrive fully prepared.
HVAC (enter one per line)
What type of unit — gas or electric?
Approximately how old is the system?
Residential or commercial property?
Do you have a home warranty?
Plumbing
Is it one fixture or affecting multiple areas?
Has this happened before?
Residential or rental property?
Legal
Can you briefly describe what happened?
When did the incident occur?
Are you currently receiving medical treatment?
2–4 questions maximum. More than that and callers hang up before booking.
Staff / Technician Names Optional
First names of your team. your AI system asks returning callers if they have a preferred technician and notes it on the booking.
FormatMike, Sarah, James, Lisa, Carlos (comma-separated first names only)
Personal / VIP Contacts — Do Not Intercept Optional
Calls from these numbers go directly to you — your AI system never picks up for them. Use for family, partners, VIP clients who call your business line.
Format (one per line)
+17085060354 Wife
+13125554321 Business Partner
+17739871234 Accountant
Must include +1 country code. Without it, numbers may not match correctly.
Emergency Policy / After-Hours Statement Required
Exactly what your AI system tells callers who report an emergency or call after-hours regarding fees and procedure. Every business gets emergency calls — this is what your AI system reads out before booking. Prevents billing disputes and sets the right expectations before dispatch.
HVAC — charges extra"Emergency call-outs outside regular hours (Mon–Fri 8 AM–6 PM) carry a $150 after-hours surcharge on top of normal parts and labor. I need to confirm you accept this fee before I can schedule your emergency."
Plumbing — charges extra"After-hours emergency plumbing is available 24/7. There is a $200 call-out fee for emergencies outside business hours. Do you agree to this fee before I book your appointment?"
Legal — charges extra"After-hours consultations with our on-call attorney are billed at $350/hour. Standard hours are Mon–Fri 9 AM–5 PM. Shall I arrange an after-hours call for you?"
No surcharge / 24-7 standard rates"We offer 24/7 emergency service at our standard rates — no after-hours markup. I can schedule your emergency right now."
Without this, callers are surprised by emergency fees on the invoice — leading to chargebacks and disputes. If you don't charge extra, still fill this in so callers know what to expect.
Average Job Value ($) Optional
Your average revenue per completed job in dollars. Powers the revenue tracking on your dashboard — you'll see the total value your AI system generated each week.
Examples (numbers only — no $ sign)
HVAC repair → 450
Plumbing call → 320
Legal retainer → 2500
Dental visit → 180
Use your average if jobs vary. This only affects your dashboard — not any caller interaction.
Google / Yelp Review Link Advanced / Pro only
After a completed job, your AI system sends the customer an SMS with this link asking for a review. Only activates with the Review Automation add-on or Pro plan.
How to get your Google review link
1. Search your business on Google Maps
2. Click "Write a Review" on your listing
3. Copy the URL from the browser bar
Looks like: https://g.page/r/Ca.../review
Leave blank if you don't have the Review Automation add-on.
Special Instructions Optional
Anything specific your AI system should always do, never do, or always mention on every call.
Examples
"Never book Sunday appointments."
"Always ask if caller has a home warranty before quoting."
"Mention our 10% new customer discount on every call."
"Do not quote prices on first call — always offer a free in-home estimate."
"Flag callers from Riverside Hotel as priority leads."
Be specific. Vague instructions like "be helpful" are already built in — you don't need to add those.
!Common Mistakes That Break Your AI System
⚠ Wrong or Missing Owner Phone Number
Your Owner / On-Call Phone is where every SMS alert goes — new bookings, missed calls, and emergencies. If this is wrong or missing, you go completely dark. you won't know your AI system took a call until you log into your dashboard manually. Format: +1 (area code) number. Always include the +1 country code or the SMS delivery will fail silently.
⚠ Wrong or Missing Emergency Contact Number
The Emergency Contact Number is used for live call transfers during emergencies. When your AI system detects an urgency keyword (burst pipe, gas leak, no heat, etc.), it immediately transfers the caller to this number in real time. Wrong number = the caller reaches a dead end, the emergency is missed, and you may be liable. Test this number from an outside phone before going live. Format: +1 (area code) number
⚠ No Service Area = Nationwide Calls
Without a service area, your AI system will attempt to book jobs from anywhere in the US. A Dallas plumber can receive calls from callers in New York, Miami, or Seattle — and the AI system will try to book them. This wastes your minutes and your time. Always enter your exact coverage area — ZIP codes, cities, county, or a radius. If you truly serve all US states, write "Nationwide" so the AI system knows this is intentional and not a mistake.
⚠ No Business Address = Caller Confusion
"Where are you located?" is one of the top 3 most common caller questions. If no address is entered, your AI system has to say "I don't have that information" — which sounds unprofessional and causes callers to lose trust and hang up. Mobile-only businesses: write "We come directly to you — we serve [your area] and do not have a walk-in location." This alone prevents a significant number of early hang-ups.
⚠ Incomplete Services List
Your AI system will only book and discuss services that are listed. If a caller asks about "water heater installation" and you didn't list it — even if you offer it — your AI system will say you don't provide it. You lose that booking permanently. List every service you Want your AI system to be able to book. When in doubt, include it. You can always decline manually; the AI system can't book what it doesn't know about.
⚠ No Emergency Policy = Billing Disputes
If you charge after-hours or emergency rates but don't enter the Emergency Policy, your AI system will not disclose the fee before booking. The caller gets dispatched, receives an invoice with an unexpected charge, and files a dispute or chargeback. Always enter your emergency fee policy — even if it's just "We offer 24/7 service at standard rates with no after-hours markup." Every business needs this filled in.
⚠ Missing or Vague Greeting
Your greeting is the very first thing every caller hears. A generic or blank greeting makes callers uncertain they reached the right business — many hang up within 3 seconds. Write a greeting that immediately confirms your business name and offers direction: "Thank you for calling [Business Name], this is [Agent Name] — are you calling about a [service type] issue today?" This phrasing drops caller hang-up rates significantly versus a flat "Hello, how can I help you?"
⚠ Wrong Timezone
your AI system uses your timezone to quote appointment times accurately and to send SMS reminders at the correct local time. If you're in Phoenix (no DST) and set Eastern timezone, every appointment time quoted to callers will be wrong by 3 hours, and every reminder SMS fires 3 hours early or late. Double-check your timezone matches your physical service area — especially if you're in a state that does not observe Daylight Saving Time (Arizona, Hawaii).
5Step 5 — How Phone Forwarding Works
You do not need to change your existing phone number. ZeroCallix uses call forwarding — your business number stays exactly the same.
What Is Call Forwarding?
Call forwarding routes incoming calls from your existing business number to ZeroCallix's AI system — automatically and invisibly to the caller. The caller still dials your original number. They just hear your AI agent instead of ringing through to your cell or voicemail.
How it works in 3 steps
1. Caller dials your business number — nothing changes for them.
2. Your carrier forwards the call — either all calls, after X rings, or only when busy/unanswered.
3. ZeroCallix AI answers — in your brand's voice, within 500ms.
Forwarding Types — Choose What Fits Your Business
There are three common forwarding setups. Your ZeroCallix onboarding specialist will walk you through which to use, but here's what each means:
Always Forward (recommended for after-hours only businesses)
Every call goes directly to your AI system — you never see it ring. Best if you want the AI system to handle everything 24/7.
Forward on No Answer (most popular)
Your phone rings first. If you don't pick up within X rings (usually 3–5), the call forwards to your AI system. Best for owners who want to take calls personally when available.
Forward When Busy
If you're already on a call, the next caller automatically hits your AI system instead of getting a busy signal or voicemail. Zero lost calls during peak hours.
Most clients choose "Forward on No Answer" — you stay in control but the AI system catches everything you miss.
Do I Need Technical Skills to Set This Up?
No. Your ZeroCallix onboarding specialist handles the full configuration. You simply follow a short set of instructions to activate forwarding on your carrier, which usually takes under 5 minutes — and we provide carrier-specific instructions for AT&T, Verizon, T-Mobile, and most VoIP providers during onboarding.
If you're on a VoIP system (RingCentral, Google Voice, etc.), forwarding is usually even easier — done inside an app in under 2 minutes.
6Step 6 — Going Live Checklist
Before your AI system goes live, your onboarding specialist runs through this checklist with you on a live test call. Here's what to verify yourself first.
Pre-Launch Tests You Should Run
After setup, call your own business number from a different phone. Listen for:
Test 1 — Greeting check
Does your AI system introduce itself by the correct business name and agent name?
Test 2 — Service check
Ask about one of your listed services. Does the AI system confirm it and offer to book?
Test 3 — Out-of-area check
Give a ZIP code outside your service area. Does the AI system politely decline?
Test 4 — Emergency keyword check
Say one of your emergency keywords (e.g. "I have a burst pipe"). Does the AI system escalate immediately and route to your emergency number?
Test 5 — SMS alert check
Complete a test booking. Do you receive an SMS to your Owner Phone within 30 seconds?
Test 6 — Pricing check
Ask "how much does it cost?" — does the AI system give the correct pricing or quote explanation you entered?
If any test fails, contact support@zerocallix.com before going live. Do not send real customer calls to an untested AI.
What Happens After You Go Live?
Once your AI system is active, every incoming call that routes through ZeroCallix is:
Answered instantly — under 500ms, every time, 24/7.
Logged in your dashboard — caller name, call duration, outcome tag, call summary.
Transcribed — full word-for-word transcript available (Growth and Scale plans).
Alerted — SMS to your Owner Phone within 30 seconds of call completion.
Booked — if a job is scheduled, it appears in your dashboard immediately with all booking details.
Escalated — emergency calls are live-transferred and you receive an urgent SMS simultaneously.
Check your dashboard every morning. You'll see a full pipeline of overnight and missed calls ready to action.