An overflow answering service for the calls your staff cannot reach.

Current Reece product assurances

• Keep your business number: Use your provider's forwarding instructions for all calls or missed calls only.
• Cover configured calls 24/7: Answers configured business calls 24/7, including after-hours and overflow calls.
• Review call results: The web dashboard keeps call recordings, transcripts, AI summaries, caller details, and outcomes together.
• Test without a card: 7 days and 60 call minutes are included.

Overflow starts with the forwarding rule

No-answer or busy-call forwarding lives with your carrier or phone system. Set how long staff should have to pick up, then route the call to the Reece number. Keep the public business number customers already know.

• No-answer forwarding after a chosen ring window
• Busy-line overflow during simultaneous calls
• Temporary coverage for lunch, meetings, or short staffing
• Peak-season coverage without changing the public number

Overflow and after-hours are not the same rule

Overflow is triggered because the team did not answer; it can happen at 10 a.m. or 8 p.m. After-hours coverage is triggered by the clock. A phone system can use one or both, but the greeting and escalation rules should match the situation.

Reece answers before it considers a transfer

Reece greets the caller, learns why they called, and handles approved questions or intake first. Scale and Growth can then attempt a configured direct or warm transfer when the caller's intent matches a rule. That is conversational routing, not unconditional forwarding.

Give an unanswered transfer a useful fallback

The destination may be on another call or outside coverage. Test what the caller hears when nobody accepts the handoff. Reece can preserve the recording, transcript, summary, caller details, and outcome in the web dashboard for follow-up.

Measure whether overflow is doing its job

Review which calls reached Reece, why callers phoned, whether an approved transfer completed, and which requests still need staff action. Production email and SMS notifications are not currently offered, so the dashboard remains the call-result source of truth.

Translate approved knowledge into caller-safe answers

No-answer or busy-call forwarding lives with your carrier or phone system. Set how long staff should have to pick up, then route the call to the Reece number. Keep the public business. Use that source material to write short approved answers, but preserve conditions, exclusions, dates, and ownership. Website import can propose knowledge for review; it does not make every sentence current or safe to say on a call. Mark facts that change often—hours, service areas, prices, availability, provider connections, and transfer destinations—and assign a named workflow owner to approve them. When two sources conflict, keep the item inactive until a person resolves it. When a caller asks beyond the reviewed source, Reece should acknowledge the limit and take the approved conservative action instead of filling the gap from general knowledge.

Label every outcome by evidence, not by intention

Overflow is triggered because the team did not answer; it can happen at 10 a.m. or 8 p.m. After-hours coverage is triggered by the clock. A phone system can use one or both, but the. Define outcome states as complete, incomplete, unsupported, or assigned to a person. A requested appointment is not a booked event, a configured transfer is not a connected call, and a captured phone number is not a qualified lead. For each state, specify what appears in the recording, transcript, summary, caller fields, action result, and employee queue. This vocabulary should be shared by the call flow, dashboard review, analytics event, and operating playbook. Consistent labels let a reviewer distinguish product behavior from staff follow-up and prevent an attempted action from becoming an unsupported completion claim in reporting or customer-facing copy.

Run a six-call acceptance protocol

Use the same reproducible test set for overflow answering service: one routine request, one qualified but less common request, one caller who corrects an earlier answer, one interruption or silence, one unsupported question, and one next step whose destination or provider does not complete. Write the expected state before dialing. After each call, compare audio with transcript, summary, captured fields, timing, attempted action, fallback, and the employee's interpretation. A conversationally pleasant call fails acceptance when the record is misleading or ownership is unclear. A bounded call can pass even when it stops early, provided the caller hears the limit and the approved handoff evidence is accurate.

• Expected words and fields match the approved source
• Corrections replace earlier values in the final record
• Unsupported requests stop without invented guidance
• Failed destinations produce the configured fallback and owner

How Reece handles the call

1. Forward the calls you choose. Keep the number customers already know, then use your phone provider's instructions to forward all calls or missed calls only to Reece.
2. Reece answers with approved knowledge. Reece answers the configured call and uses business knowledge the owner has reviewed before it becomes active.
3. The caller explains what they need. Reece answers approved FAQs and gathers the caller, request, and intake details needed for a clear next step.
4. A supported handoff happens. Eligible Scale and Growth setups can use configured direct or warm transfers. Otherwise, Reece records details or an appointment request for staff follow-up.
5. Your team reviews the result. The recording, transcript, summary, caller details, and outcome stay together in the responsive web dashboard.

Your team stays in control. Reece handles approved call intake and configured routing. Your team still owns diagnosis, safety decisions, pricing, dispatch, appointment confirmation, and any follow-up that needs a person.

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Know the handoff before you forward a call

Can I keep my current number?

Plans include 1, 3, or 10 Reece phone numbers. Businesses can keep an existing number and forward selected calls to Reece.

Can Reece take missed calls only?

Yes. Choose missed-call forwarding when staff should have the first chance to answer, or forward all calls when Reece should answer first. Your provider controls forwarding behavior.

What if the caller needs a person?

Scale and Growth support owner-configured direct and warm transfers. Reece does not include a staffed human fallback, so the team must define the follow-up path for calls that are not transferred.

Does an appointment request mean booked?

Reece can capture appointment requests, preferred times, caller details, and approved intake answers for staff follow-up. The current production UI does not offer customer-configurable calendar connections or direct provider-backed booking, so Reece does not report an appointment as confirmed.

Setup is guided, but completion time varies with business rules, transfer routing, testing, and carrier forwarding. Call results are available in the web dashboard. Production email delivery and SMS notifications are not currently offered.

Privacy and sensitive calls. Review the current Privacy Policy and Terms before forwarding calls that may include sensitive information. Reece does not claim HIPAA compliance; medical, legal, emergency, financial, and other consequential calls may require a qualified person. Privacy Policy · Terms

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