Decide when the AI must stop before the call begins.

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.

Define non-negotiable handoffs

Name requests that always require a person: immediate public-safety concerns, professional advice, negotiation, legal threats, payment exceptions, identity disputes, severe complaints, accessibility needs the flow cannot meet, and any action the business has not authorized the AI to take.

Honor caller preference appropriately

A caller asking for a person should not be trapped in repeated qualification. Collect the minimum information needed for routing, explain whether a live transfer is available, and use a callback path when it is not. Do not claim staffed human fallback when none exists.

Escalate uncertainty, not just keywords

Repeated corrections, contradictory facts, inability to hear, unsupported questions, unclear identity, and a request outside the known process can justify conservative capture or human review. Avoid presenting a guessed answer merely to keep the call moving.

Preserve context for the person

The briefing should include caller identity, callback number, reason, material facts, stated urgency, attempted actions, uncertainty, and what the caller was told. It should not include inferred motives, diagnosis, or a promise the recipient did not make.

Design no-answer behavior

If the person does not answer, tell the caller the truth, save the complete record, and route it to a named queue. Define retry limits and an alternate destination. An urgent label does not guarantee response.

Test both false positives and misses

Test a routine caller who uses emotional language, a calm caller with a material safety issue, a caller who asks for a person, a complex unsupported request, an answered escalation, and a no-answer escalation. Review whether the rule escalated for the right reason.

Use this page as a route, not a dead end

Decide when the AI must stop before the call begins. should answer its own decision completely and then move readers to the next genuine question. The maintained next steps are /resources/warm-transfer-call-flow, /resources/call-transfer-fallback-guide, /resources/after-hours-call-playbook. Link only when the destination adds a different workflow, evidence set, calculator, comparison, or buying decision; do not repeat a keyword merely to create another crawl path. The page's parent hub supplies discovery, while sibling links help a reader compare adjacent intents. This structure gives every acquisition URL multiple contextual inbound links and a short path from the homepage without turning the footer into an indiscriminate directory. Review link labels when titles or query ownership change so both people and crawlers receive an accurate description of the destination.

Define success for AI receptionist human escalation

Begin with one written caller job and one observable business outcome. For this page, the working scope is: Human escalation is not a vague promise that someone is available. It is a decision tree with observable triggers, an eligible destination, a compact briefing, a no-answer path, and evidence that shows whether the handoff. Turn that scope into a decision record that names the caller's question, the allowed information source, the fields worth collecting, the next-action owner, and the evidence that proves what happened. Avoid goals such as “handle calls better” because they cannot distinguish a useful intake from a polished conversation that leaves the employee without a usable next step. A successful call can still end in human review; success means the boundary and ownership were truthful, not that automation completed every request.

Translate approved knowledge into caller-safe answers

Name requests that always require a person: immediate public-safety concerns, professional advice, negotiation, legal threats, payment exceptions, identity disputes, severe complaints,. 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.

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

Human escalation matrix

Define triggers, destination, briefing, and fallback for each class.

References and retrieval dates

• Reece AI receptionist product page · Retrieved 2026-08-14 · First-party product and workflow scope.
• Smith.ai AI receptionist · Retrieved 2026-08-14 · Official hybrid-service source reviewed to distinguish supplied human backup from customer-owned transfer destinations.
• Quo Sona AI Agent · Retrieved 2026-08-14

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