Emergencies and handing off to your team

Your AI employee never leaves a caller stuck. When it should, it puts the caller through to a person, or takes a message and says plainly that someone will call back.

Your hand-off number

Set it on your employee's Setup tab, under People and hours → Hands off to. Your employee can't train or take real calls without one. You can also set a separate number for emergencies, only if emergencies go somewhere else.

Under If no one picks up, choose whether it takes a message for you, or sends callers to your voicemail.

When it puts callers through

By default, it puts a caller through when:

• The caller asks for a person.
• An emergency is described.
• It isn't confident it understood or can help.
• The caller is repeatedly frustrated.
• A payment, billing, legal or sensitive issue comes up.
• A tool it needs is failing.

Edit the list under Puts callers through when. Keep "the caller asks for a person" and emergencies.

VIP callers, set in Settings → Callers, are always offered a transfer straight away.

Emergencies

For kinds of business where someone could be in danger, the emergency rules tell the caller to hang up and call 911 first. For a gas smell, smoke, fire or a carbon monoxide alarm, it tells them to get everyone out of the building first and call 911 from outside. Then it transfers to a person.

If you don't take emergency calls around the clock, it transfers during business hours. Otherwise it takes the details and tells the caller a person will be alerted. If you do, turn on We take emergency calls 24/7 in Settings → Hours & booking.

See or edit these under Rules → Emergencies on the Setup tab. Your AI employee never gives medical, legal or safety advice beyond telling the caller to call 911.

Test your hand-off number

Once you have a live Nerro number, press Test this number. Nerro calls your hand-off phone. Don't answer; let it ring out, about 45 seconds. If that phone sends unanswered calls back to Nerro, callers would hear Nerro again, so the test warns you.