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Write down the schedule
Provide your office time zone and the hours your team is available. Include weekend coverage, planned closures and any differences between locations. Confirm who will request schedule changes; do not assume public holidays are added automatically.
Choose the caller’s next step
For each inquiry type, decide whether the caller should leave a message, request a callback or be offered a supported transfer or scheduling path. Confirm availability during setup. Use language that accurately describes the next step without promising a callback time your team has not committed to.
Define escalation instructions
- Have the firm approve any criteria for contacting an on-call person.
- Provide that person’s destination and availability, plus an owner who keeps the details current.
- Agree on the fallback when the person is unavailable or the call cannot be transferred.
- Approve instructions for emergencies. ClaireAI is not an emergency response service.
Test schedule boundaries and exceptions
- A call during normal staffed hours.
- A call after the office closes and a call during the weekend.
- A call on a configured holiday or special closure.
- A call when the designated escalation contact does not answer.
Compare each test with the agreed routing plan. Verify the time zone and any daylight-saving behavior with the implementation team before approving live use.
Review the warm-transfer checklist for calls that need a person.
Author
Caleo Tsiapalis
Co-Founder, ClaireAI
Caleo runs ClaireAI's customer success and writes the runbooks every onboarding follows.