Your RatchetCall Guide
How To SucceedWith RatchetCall.
You’ve got a receptionist who never calls in sick, never puts a customer on hold to go check on something, and never misses a call at lunch. Here’s how to get the most out of it from day one.
Section 01
Your First 48 Hours
Before your agent goes live, we do three things together: confirm your setup, run a test call, and flip the switch. Here’s the sequence.
📋
Day 1
Joe Reviews Your Details
We go through everything you submitted — hours, services, agent name, escalation rules. If anything needs a clarification, Joe calls you directly. Usually takes less than 20 minutes total.
🔧
Day 1–2
Your Agent Gets Built
We configure your agent with your shop’s name, hours, services, tone, and escalation path. Your specific call flow — not a generic template.
📞
Before Go-Live
Test Call Together
You call the number and hear exactly what your customers will hear. Try to book an appointment. Ask about hours. Ask what brakes cost. We don’t go live until you’re satisfied.
🟢
Go-Live Day
Your Line Goes Live
We forward your shop line through RatchetCall and your agent starts answering. From this point, every call gets handled — mornings, nights, weekends, holidays.
Section 02
How Your Agent Works a Call
Every call follows a clean path. Here’s what happens from ring to resolution — automatically, every time.
Call Comes In
Customer calls your shop number. RatchetCall picks up in under 3 seconds — your shop’s name, your agent’s voice.
↓
Caller Intent Identified
Book an appointment? Question about hours or services? Pricing? Your agent figures it out in the first exchange — no phone trees, no press 1 for this.
↓ Three paths from here
Books Appointment
Confirms date, time, and service. Locks it to your calendar. SMS confirmation fires to the customer automatically.
Answers the Question
Hours, location, services, ballpark pricing — handled. Customer gets what they need, call ends clean.
↓ When it needs a human
Escalates to You
Billing questions, unusual jobs, frustrated caller — your agent hands it off clean to your fallback number. No dead ends, no voicemail black holes.
↓ After every call
SMS Confirmation Fires
Every booked appointment triggers a text confirmation to the customer. Reduces no-shows before you even have to think about it.
Section 03
Three Things That Make It Work
Your job is simple. There are exactly three things that determine whether RatchetCall crushes it or just sits there.
Forward Your Line
RatchetCall only works if calls actually route through it. We handle the forwarding setup on your review call — but make sure your after-hours line is forwarded too, not just your main number. That’s where the money is.
Brief Your Team
Tell your service writer and techs that calls are being answered automatically. Nothing changes for them — escalated calls still come through as normal. But knowing removes the “who answered?” confusion in the first week.
Let the First Week Run
Resist the urge to tweak in week one. Let it run, then review. We’ll do a check-in call after your first 7 days to dial in anything that needs adjusting — with real call data, not guesses.
Section 04
When To Call Us
Most things sort themselves in the first week. But here’s when to pick up the phone.
Agent Says Something Wrong
If your agent quotes a service you don’t offer, gets hours wrong, or says something that doesn’t fit your shop — call Joe directly. We fix config issues same day.
You Want to See the Data
Call volume, bookings captured, escalations fired — we pull that for you anytime. Your 7-day check-in covers this automatically, but ask anytime.
Your Shop Changes
New hours, new services, new location, new escalation number — email or call us and we update it. Your agent should always reflect your current shop, not your shop from setup day.
Call or Text
Email
Response Time
Same business day
7-Day Check-In
Scheduled at go-live