At 6pm Tuesday the caller wants to know if you're open tomorrow and whether you take their carrier. At 9am Saturday they want to know if anyone's on-site and whether they can drop off a tow today. Same voice, different scripts, different escalation rules - because they're different conversations.
Greeting acknowledges you're closed. Books a callback for tomorrow morning's first available slot. For tows, escalates to the on-call cell. Logs everything - your team has the queue ready when they walk in.
Different greeting, different SLA. Weekend callers are often urgent - tow trucks, accident-just-happened calls. Books for Monday's first slots, captures photos, and pings the on-call writer if the call meets your urgent criteria.
We configure a single VAPI assistant per agent role, then route at the platform level based on day-of-week + time-of-day. Each role has its own greeting, its own FAQs, its own escalation phone, and its own booking logic. You configure once - we keep the rotation tuned.
Memorial Day, July 4, Christmas Eve - we set holiday rules per shop. The agent acknowledges the holiday, books the next open day, and ramps escalation rules so urgent calls still reach a human.