Missed-call intake checklist

Use this checklist when designing a receptionist or voicemail workflow.

Before the call

• Define normal opening hours and after-hours coverage.
• List the requests that may be transferred immediately.
• Decide which appointment types callers may schedule.
• Prepare a fallback when transfer or booking is unavailable.

During the call

• Introduce the business and explain how you can help.
• Ask one question at a time.
• Confirm names, phone numbers, dates, and addresses.
• Never invent availability, pricing, policy, or a completed action.
• For emergencies, direct the caller to the appropriate emergency service.

After the call

• Send a short summary with a clear next action.
• Mark whether a transfer, appointment, or message was completed.
• Retain only the information needed for business follow-up.
• Review failed transfers and incomplete bookings as operational signals.