[ 00 / Wording ]

Callie's wording

Change what Callie says. Changes go live on the next call or text. Words in {{braces}} are filled in by Callie; keep them (colors below show where each comes from). Words in [brackets] are voice tags: they set the tone on calls (any ElevenLabs tag works, e.g. [warmly], [pause], [laughs]) and are removed from texts. Callie may lightly re-word lines to sound natural unless you tick Say exactly.

Start of every call4 New repair or tune-up1 No heat / no AC (urgent)Danger: gas, smoke, burning Where's my tech?Pricing & new systems Prices & business info Service area Messages for the owner Vendors & robocalls Shared phrases Text-back & STOP/HELP Other lines

Test values for previews — not saved to calls

Pretend-caller details so previews and ▶ Play sound like a real call. Live calls always use the real caller's details. Prices and other business facts are under Prices & business info.

{{thermo_set}} heat or cool, from the outage the caller described

{{thermo_set_es}} en calor / en frío (Spanish)

{{moved_from}} the visit the caller wants to move

{{requested_label}} the new time the caller asked for (office confirms)

{{existing_appt_label}} the caller's own upcoming visit

{{cancelled_label}} the visit just cancelled

{{oos_what}} the job the shop doesn't do

{{services_line}} the services the shop lists

{{caller_first}} caller's first name

{{town}} the caller's town

{{area_list}} towns the shop serves (from its service area)

{{area_list_es}} towns the shop serves (Spanish)

{{appt_label}} day and time booked

{{appt_tech}} tech's name

{{confirmation_id}} booking reference

{{callback_said}} the caller's number

{{arrive_by}} expected arrival

{{gate_lead_close}} a short lead-in when a consent gate just closed (often empty)

{{close_recap}} a short recap of what was booked or passed along, when the caller signs off (often empty)

{{oos_ref}} an honest no-referral-on-file line when the caller asks who else to call (often empty)

{{price_extras_es}} the Spanish version of your tune-up price, specials and financing line

{{after_hours_es}} the Spanish after-hours fee sentence, built from your after-hours fee

{{financing_answer}} the answer to "do you offer financing?" from your financing setting

{{financing_answer_es}} the Spanish answer to "do you offer financing?"

{{price_extras}} your tune-up price, current specials and financing, added after the fee answer (empty when none are set)

{{owner_ack}} handoff sentence for this call, filled from the notify result (sent, no owner phone, or the alert failed). The preview shows the sent wording.

{{owner_ack_es}} Spanish handoff sentence for this call, filled from the same notify result. The preview shows the sent wording.

{{appt_label}} Español

{{arrive_by}} Español

Placeholders call value changes every call (test values above) business fact from Prices & business info shared phrase a sentence Callie builds

[ 01 / Workflow ]

No heat / no AC (urgent)

System is out: urgency checks and handing it to the on-call tech. Lines are in the order a caller hears them.

Ask who's at risk

System is out: elderly, baby, medical, very hot or cold?

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…if the answer wasn't clear

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Treat it as urgent

Someone is at risk.

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On callsVoice

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Ask about the thermostat

Urgent call, before handing off.

Fills in: {{thermo_set}}{{thermo_set_es}}

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…if the answer wasn't clear

Fills in: {{thermo_set}}{{thermo_set_es}}

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Ask about the breaker

Urgent call, after the thermostat.

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…if the answer wasn't clear

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Urgent hand-off

End of an urgent call.

Fills in: {{urgent_close}}

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On callsVoice

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"Is someone coming today?" (vulnerable caller, while collecting details)

Urgent call.

Fills in: {{urgent_promise}}

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"Do you have someone close by?" (while collecting details)

Urgent call.

Fills in: {{service_region}}{{urgent_promise}}

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"When is someone coming?" (while collecting details)

Urgent call.

Fills in: {{urgent_promise}}

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"Will we be OK tonight?"

Urgent call.

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"Anything I should do before they come?"

Urgent call.

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"When will they call?"

After the urgent hand-off.

Fills in: {{urgent_promise}}

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"What's your name?"

After the urgent hand-off.

Fills in: {{assistant_name}}{{urgent_promise}}

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"What number will they call?"

After the urgent hand-off.

Fills in: {{callback_said}}

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Anything else after the hand-off

After the urgent hand-off.

Fills in: {{urgent_promise}}

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