Each call type tells Abby what kind of caller fits that category — like new clients, existing clients, or solicitors — and what qualifies that call to be categorized that way.
A clear description helps Abby identify and sort calls correctly, keeping your routing consistent and reliable.
🧩 Call Type Description Structure
Use this simple structure to explain what kind of calls belong in each call type.
1. Call Type Name
Keep it short and descriptive.
Examples:
New Client – Residential
Urgent Appointment
Billing Inquiry
Judge or Court Clerk
2. Describe the Caller (Who or What)
Start with a short phrase:
“Caller is…”
“Caller has…”
“Caller needs…”
Examples:
“Caller is in need of a new service call to a residential address and has not had service with us before.”
“Caller has symptoms that may require urgent care.”
“Caller needs to discuss a recent invoice or may mention needing to make a payment.”
💡 Tip: Focus on what makes this call type different from others.
3. Add Qualifying Details
Include any details Abby should confirm before categorizing the call.
Think of this as Abby’s checklist.
Examples:
“You must confirm the caller is requesting a residential service.”
“You must confirm the caller has never worked with us before.”
“You must confirm the caller’s appointment is for today.”
4. Clarify Similar Call Types (Optional)
If another call type might overlap, explain when to use the other one.
Examples:
“If the caller is a commercial customer, use the ‘New Client – Commercial’ call type instead.”
“If the caller is an existing patient, use the ‘Current Client’ call type.”
This helps Abby choose the right category when two options seem similar.
5. Use Clear, Neutral Language
Address Abby directly as “you.” Avoid technical or internal terms.
✅ Say: “You should confirm the caller is requesting a residential service.”
🚫 Don’t say: “The AI should confirm the caller is requesting a residential service.”
Keep sentences short and natural — as if giving clear instructions to a person.
6. Combine Everything into One Paragraph
Bring your description together into one short, easy-to-read paragraph.
🧠 Example Descriptions by Industry
Home Services – New Client
Caller is a new residential customer looking for service. You must confirm the caller is requesting a residential job and not a commercial one. Only use this call type if the caller has never used our services before. If the caller is a commercial customer, use “New Client – Commercial.”
Law Firm – New Client
Caller is a new potential client seeking help with family law. You must confirm the case involves divorce or child custody. If the caller has an existing case or already works with an attorney here, use “Existing Client.”
HVAC – Maintenance Request
Caller is a homeowner needing air conditioning repair or maintenance. You must confirm the service is for a residential property. If the caller represents a business, use “Commercial Service Request.”
Accounting or Medical Office – Billing Inquiry
Caller is requesting help with an invoice, payment, or account balance. You must confirm the caller is referring to their own account and not someone else’s. If the caller wants to schedule an appointment or service, use the related call type instead.
Legal or Government – Judge or Court Clerk
Caller is a judge, court clerk, or legal representative calling about an active case. You must confirm the caller identifies themselves as a court official or attorney of record. If the caller is a client or prospective client, use the corresponding client call type.
Salon or Wellness Center – Appointment Cancellation
Caller is canceling a previously scheduled appointment or existing appointment. You must confirm the caller is not attempting to reschedule the appointment. If the caller wants to reschedule instead, use the “Appointment Reschedule” call type.
Real Estate – Property Inquiry
Caller is interested in buying or selling a property listed with our agency. You must confirm which property they’re referencing or what kind of property they’re looking for. If the caller already works with an agent, use the “Existing Client” call type.
✅ Quick Recap
A strong call type description should:
Clearly define who the caller is and what they need
Include any details Abby must confirm
Stay short, conversational, and direct
Clarify when a different call type should be used
📋 Template to Copy and Edit
Caller is [description of caller or situation]. You must confirm [key qualifying detail]. Only use this call type if [main criterion]. If [alternate scenario], use [other call type].