Call handling, after-hours rules and emergency guidance

Core call handling

• Answer with the approved welcome message and voice.
• Determine caller intent and caller type using natural conversation.
• Use approved knowledge and business rules to resolve what Nevo can safely complete.
• Verify identity before disclosing or changing protected information.
• Transfer with context when human judgment or authorization is required.
• Use a route-specific recovery when the destination does not answer.

After-hours response

After-hours rules decide whether Nevo continues answering, limits actions, offers the next available booking, routes to an on-call destination, records voicemail, captures a callback, or provides the approved closed-business response. After-hours settings do not override parent business closures or professional availability.

Emergency guidance

Emergency guidance is business-approved language for urgent situations. It can identify a configured on-call or emergency route and tell callers when to contact local emergency services. Nevo must not claim that emergency help was dispatched unless an authoritative connected system confirms it.