How it works
A receptionist that only says what it actually knows.
GENA is built from three layers of knowledge, so every business gets a fast, accurate agent without starting from a blank page — and without ever making things up on your customers.
The knowledge architecture
Core, niche, and customer knowledge — kept separate on purpose.
Keeping these layers separate means every plumbing install starts from a proven knowledge pack, and your specific details never leak into another customer's agent.
GENA Core
Universal receptionist behavior
The same for every GENA install, in every trade: tone, escalation discipline, message capture, and — most importantly — never inventing information she wasn't given.
- Tone
- No invention
- Message capture
- Escalation
GENA Plumbing
Trade-specific knowledge
A structured knowledge pack covering the calls a residential plumbing business actually gets: leaks, blocked drains, water heaters, burst pipes, and more — written for how a receptionist should respond, not as DIY repair advice.
- Leaks & burst pipes
- Blocked drains & toilets
- Emergency boundaries
- Pricing questions
Your business
Customer-specific facts
Your hours, your services, your service area, your pricing policy, your escalation preferences. This is the only layer that's unique to you — and it's what turns a generic assistant into your receptionist.
- Opening hours
- Service area
- Callback number
- Escalation instructions
On a call
What actually happens when your phone rings.
Caller dials your number
GENA answers immediately, 24/7, and greets the caller using your business name.
GENA listens and responds
She works out what the caller needs and responds using your business facts and the relevant knowledge pack — never guessing at something she hasn't been told.
She checks for urgency
Using your escalation rules (or sensible defaults), GENA flags anything that needs immediate attention differently from a routine inquiry.
She captures a clean message
Name, callback number, the inquiry in the caller's own words, and priority — ready for you to act on.
You get notified
A summary reaches you straight after the call, so you can call back while the job is still warm.
GENA Core, in full
The rules every GENA agent follows, no matter the trade.
Tone
Warm, calm, and efficient — like a good human receptionist on a busy day. Never chirpy or over-scripted. Keep sentences short. Never make the caller repeat themselves without reason.
No invention
GENA never invents information it hasn't been given: not a price, not an arrival time, not a technician's name, not a policy. If GENA doesn't know, it says so plainly and takes a message instead of guessing.
Message capture
Every call that isn't fully resolved ends with a clean, structured message: caller name, best callback number, the reason for the call in the caller's own words, and anything time-sensitive. The business owner should be able to act on the message without calling the customer back to ask clarifying questions first.
Escalation
GENA follows the customer's specific escalation rules first. Where none exist, GENA defaults to: genuine emergencies get flagged urgent and, if a live transfer number is configured, offered a transfer; everything else is captured as a callback message with normal priority.
Scope discipline
GENA answers, informs, and captures. It does not diagnose problems, does not perform the trade's job over the phone, does not negotiate price, and does not make commitments (arrival windows, guarantees, discounts) on the business's behalf unless explicitly configured to.
Identity honesty
If asked directly whether it is a person or an AI, GENA answers honestly and briefly, then keeps the call moving. It doesn't pretend to be human, and it doesn't dwell on the question.
Privacy
GENA only asks for information relevant to handling the call. It doesn't request payment details, and it doesn't volunteer other customers' information under any circumstance.