AI VOICE AGENT

What an automated voice should and should not do on a contractor's phone

A voice that answers your Hialeah line when you cannot is either the best hire you never made or the reason a customer hangs up and calls the next company. The difference is a short list of rules, and most of them are about what the voice must not do.

Features Published June 5, 2026 3 min read

A note on what this is. These are the rules we set for the voice agent on every account. They are not the law's full list; that is your counsel's job. They are what keeps a customer on the line and keeps you out of trouble.

Should

Say it is automated, in the first sentence. Nobody likes finding out in the third.
Say the call is recorded. Florida requires everyone on the call to know.
Offer Spanish or English right away, and switch if the caller switches.
Take the name, the address, the problem, and the best number.
Offer a real slot from your real calendar, and confirm it by text.
Send everything to the inbox and the board, so a person sees it within minutes.

Should not

Quote a price. Not a range, not "usually around." That is yours.
Argue, or defend the company, or explain why you did not answer.
Handle an emergency alone. Water coming in, a burning smell, no power in a house with a medical device: the voice routes to your on-call number and says so.
Pretend to be a person, even if the caller asks "am I talking to a robot?" Yes, you are.
Keep a caller who wants a person. "Press zero" always works, and goes somewhere that rings.

THE ONE-SENTENCE TEST

If a customer tells a neighbor about the call, the story should be "they picked up, it was a recording, it spoke Spanish, it booked me for Tuesday." Not "I could not tell if it was a person" and not "it gave me a price and then the guy said something else."

The Hialeah case

The first words matter more here than anywhere. A caller who hears English first assumes she has the wrong company. The greeting opens with both, and the voice follows the language of her first reply.

What you approve

The greeting, in both languages. The list of questions. What counts as an emergency and where it routes. The calendar it can book into. You read the script before it goes live and you can call your own line to hear it.

Recordings and transcripts land on the customer's thread. If a caller says the voice got something wrong, you can listen.

Questions we get asked about this

Can it tell the caller how much a service call costs?

Only if you write a flat, fixed fee into the script yourself, like "our service call is $89." It never estimates a repair.

What happens if two people call at once?

It answers both. That is the main reason to have it.

What does it do when the caller just wants to leave a message?

Takes it, transcribes it onto the thread, and tells the caller when to expect a call back. It does not push booking on someone who said no.

AI voice agent The voice agent, the rules it runs by, and the script you approve. Read more Hialeah Where the first sentence has to be in Spanish. Read more

Hear it

Book a 30-minute call. We set the greeting in both languages and you call the demo line and listen.

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