Glossary
After-hours mode
Also known as: after-hours handling, after-hours behavior, off-hours mode
Definition
After-hours mode is the configurable behavior an AI receptionist follows when a caller dials outside the business's normal hours of operation. Typical settings are 'take a message' (safest), 'emergencies only' (book emergencies + page on-call staff, take a message for routine), and 'always on' (book everything 24/7).
Why it matters
Most AI receptionists default to 'always on' — the AI books every call regardless of time. For most service businesses this is wrong: routine appointment bookings at 2am don't need a response until morning, but emergencies do. After-hours mode lets the business owner triage automatically: emergencies trigger SMS pages to the on-call tech and book the next available emergency slot; routine calls get a polite message-taking response and queue for next business day. This is the single biggest revenue lever for emergency-prone trades.
How it works
During onboarding, the business owner picks one of the three modes + lists 'emergency keywords' for their vertical (burst pipe, no heat, flooding, broken tooth, lockout, etc.). When the AI detects an emergency keyword during an after-hours call, it switches to the emergency intake script, books the next available emergency slot, AND sends an SMS page to the configured on-call number. When the keywords don't fire, the AI takes a structured message (caller name, callback number, reason) and emails it to the business owner's inbox.
Examples
- A plumber sets 'emergencies only' — 9pm burst-pipe call books an emergency slot + pages the on-call tech; 9pm 'do you do dishwasher installs?' takes a message until morning.
- A dental practice sets 'take a message' — 7pm calls about cleanings all get queued for the next morning's intake.
- A 24/7 locksmith sets 'always on' — every call books a tech because lockouts don't care what time it is.