Safety, consent & emergencies.

Emergencies

Escalated to a person in minutes. Never booked into a later slot.

• You define what counts as an emergency (for example: no heat below freezing, no cooling with children or elderly people at home, active leak, no power).
• An emergency is never put into tomorrow’s calendar. Your on-call person is paged by phone call and text at once, or a live call is transferred to them.
• The customer is told help is coming only after a technician says yes. If no one answers in 5 minutes, it calls the backup, then the owner.
• Danger to life (gas smell, fire, sparks, carbon monoxide, a medical emergency): the caller is told to get safe and call 911 first, then your team is alerted.

When the AI isn’t sure

It stops and hands over. It never guesses a price or a promise.

• If it doesn’t understand, the customer repeats themselves, sounds upset or asks for a person, it says a team member will follow up and hands over with the full transcript.
• It only quotes the prices and policies you have approved. Anything else — a discount, a warranty question, a complaint — goes to a person.
• During your hours, live calls can be transferred to your staff instead.

Texting rules & consent

One reply to the person who called you. Nothing else without their OK.

• The instant text-back answers someone who just called your business, about their own call. It is not marketing.
• Reminders, review requests and offers are only sent to customers who agreed to receive them, and that consent is logged with the date.
• Every conversation honours STOP (opts out at once, confirmed) and HELP (your business name and contact details).
• Follow-ups are only sent between 8 AM and 9 PM in the customer’s time zone.

AI disclosure

Customers are told they’re talking to an automated assistant.

• The first text says it is your business’s automated assistant, and the first spoken line on a call says the same.
• If anyone asks “Am I talking to a real person?” it answers honestly and offers a person.
• Zynvox only answers and replies to people who contacted you. It does not make AI cold calls.

Your customers’ data

Used only to run the service for you. Never sold.

• Caller numbers, messages and booking details are used only to answer, book and follow up for your business.
• We do not sell personal information. It is shared only with the providers needed to run Zynvox, such as hosting and texting.
• You or your customers can ask for data to be accessed, corrected or deleted at any time.

How it learns

Your rules plus each customer’s history. You approve every change.

• What it knows comes from you: services, prices, service area, hours, who is on call and what counts as urgent.
• It remembers each customer’s past jobs, equipment and preferences, so nobody is asked the same question twice.
• It spots patterns (for example, emergencies peaking after 6 PM) and suggests a change. Nothing about how it routes, prices or books changes until you approve it.

Important

This describes how Zynvox is set up. It is not legal advice: texting and disclosure rules vary by state and industry, so confirm what applies to your business with your own attorney. For how data is stored and deleted, see Security & data handling.