Start with a common record, then add only fields that change the next step.

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.

Start with the caller's job, not a feature label

Choose and adapt intake field sets by call type without duplicating industry pages. Write the caller's expected outcome and the employee who owns it. Then distinguish information capture, an attempted action, a provider-confirmed action, and a human decision; those states sound similar in marketing copy but create different work for the business.

• Common caller and callback fields
• New inquiry qualification module
• Existing-customer and status module
• After-hours, transfer, booking, and stop conditions

Use a template library with common core and optional field modules

Map each input, decision, action, failure state, and evidence field in the template library with common core and optional field modules. The useful artifact is specific enough that another employee can run the same test and reach the same interpretation. Keep unknowns visible instead of converting them into inferred product behavior.

Separate configuration from completion

A configured greeting, rule, destination, calendar, or knowledge source makes an action possible; it does not prove the action completed. Record what the product attempted, what an external provider confirmed, what fallback ran, and what a person still needs to do. This distinction prevents a captured request from being described as a booking or a transfer attempt as a connected conversation.

Test the failure path deliberately

Run a supported request, a correction, silence or interruption, an unsupported question, an unavailable destination, and a stale or conflicting fact. For call intake templates, review whether the caller heard a truthful boundary, the evidence matched the audio, and the approved fallback preserved a clear next owner.

Keep the product boundary in the page and the call flow

Templates are starting points, not professional, legal, medical, safety, eligibility, quote, or dispatch advice. Reece should use current owner-approved knowledge, acknowledge uncertainty, and stop or hand off when a request exceeds the configured scope. Product evidence should never be replaced with a fabricated accuracy, savings, capacity, or completion statistic.

Guardrail: Templates are starting points, not professional, legal, medical, safety, eligibility, quote, or dispatch advice.

Review the resulting evidence

Use the web dashboard to inspect recordings, transcripts, summaries, caller details, timestamps, and outcomes. Sample both routine and exception calls after launch. Assign an employee to correct knowledge, routing, and provider configuration, and keep the previous flow available as a rollback when a material test fails.

Decide fit with explicit criteria

Reece fits when repeatable call work can be bounded with approved facts and reviewed outcomes. Keep a person in control for sensitive, adversarial, high-stakes, or professionally regulated decisions and for any commitment the configured system cannot verify.

Inspect the failure path before expanding coverage

A configured greeting, rule, destination, calendar, or knowledge source makes an action possible; it does not prove the action completed. Record what the product attempted, what an external. Add tests for background noise, an unclear business name, a repeated caller, stale hours, a forwarding loop, a destination that rings without answer, and a calendar response that does not confirm an event. Decide whether each failure should retry, capture a message, offer an approved fallback, route elsewhere, or stop. Put a maximum on retries and make the final state visible. Do not use urgency words as a substitute for a qualified person's judgment, and do not imply emergency response, dispatch, availability, delivery, or provider confirmation when the evidence only shows an attempt.

Assign the human work that remains

Automation changes the shape of reception work; it does not remove ownership. Name who reviews new-call records, who returns incomplete requests, who maintains knowledge, who changes routing, who reconnects a provider, and who approves higher-risk exceptions. Set an initial review cadence weekly at first and a slower steady-state cadence only after evidence is consistent. Give the reviewer a short checklist and a place to record changes. Calls involving sensitive facts, adversarial behavior, professional judgment, negotiation, eligibility, safety, or a commitment outside the configured evidence should remain with a qualified person regardless of how natural the conversation sounds.

Release narrowly and keep a rollback path

Start call intake templates with a bounded schedule, call type, or forwarding condition rather than changing every inbound path at once. Record the previous carrier rule, greeting, destinations, calendar configuration, and knowledge version before activation. Define the signals that trigger rollback: incorrect approved facts, loops, missing records, misleading outcomes, repeated provider errors, or a fallback that leaves callers without an owner. A rollback restores a known call path while the team investigates; it is not a failure to be hidden. Expand only after both happy-path and exception evidence pass and the receiving employees agree the records are actionable.

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.

See how Reece works

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

Questions, answered