What the Receptionist Can and Cannot Do
The exact list of what Soliven Front Desk does on a call, what it hands to a person, and what it will never say.
Updated September 6, 2026
The receptionist works from your Front Desk settings, not from a script you write, so what it can do is the same on every account. This is the list.
What it does on every call
| Caller | What happens |
|---|---|
| Someone new who wants help | Gets their name, the service address, and what is going on, and saves a lead the moment it has a first name. It checks the address against the map and reads the street number back one digit at a time when it could not match it. Before wrapping up, it asks once whether it may text them. |
| An existing customer it recognises | Greets them by first name and can say when their next visit is and whether their plan is active. Anything about money is sent as a secure link by text. Any change to a visit or plan becomes a callback for you. |
| Someone urgent or upset | Transfers to your forward number, or takes an urgent callback when the line has no one to transfer to. Your transfer policy decides whether anyone who asks for a person is transferred, or only urgent callers. |
| Vendors, job seekers, wrong numbers | Polite and brief. |
| A caller it cannot help | Takes a callback with the number and the problem in the caller's own words. |
Booking, when you turn it on
- Offers up to three open days as "Tuesday morning or Wednesday afternoon" from your estimators' real calendars. Never a clock time, never today.
- A recognised customer is booked on the spot as an Estimate Visit job. They are told someone will call the day before with a tighter arrival window.
- A new caller's day is a request. They are told the office will confirm it by text or a quick call, never that they are booked, until you click Convert & schedule on the lead.
- No open days, or booking off: it takes a callback with the day they would like.
What it will never do
- Quote a price, unless you chose to let it share ranges you wrote into its facts.
- Promise a clock time or a specific day the office has not confirmed.
- Read a balance, an invoice, or a card on file out loud.
- Reschedule, cancel, or change anything on the calendar or a plan.
- Claim to be a person. How it discloses that it is automated is your setting: plainly when asked (the default), in the greeting, or only when pressed. It never denies being automated.
- Guess. When it does not know, it says so in one sentence and takes a callback.
How you know it behaved
Every answered call is transcribed and scored automatically: how natural it sounded, whether it reached the right outcome, and whether it broke one of the rules above. Calls that scored badly show under Needs attention on SettingsFront Desk. Leads it saved show on Sales and BillingLeads with the call on the lead's timeline.
Frequently asked questions
Can a caller pretend to be a customer and get their information?
Recognition is by the phone number on file, and it only unlocks a first name, the next visit day, and whether a plan is active. Balances and invoices go out as a secure link texted to the number on file, so a stranger on a different phone hears nothing and receives nothing.
Why did it take a callback instead of answering?
Anything about a specific account it cannot see, any change to a visit or plan, and any question it is not sure about becomes a callback. That is by design; a wrong answer costs more than a callback.
Can it reschedule a visit?
No. It records the request and the office makes the change. Booking is limited to new estimate visits, and only when you turned that on.