How CaughtLeads Works

Every call follows the same path. Nothing below needs configuring by hand — this is what your receptionist does on its own from the moment the phone rings.

The whole journey#

Step by step#

The call arrives

A customer dials your business number. Depending on how you set up forwarding, either every call goes to your receptionist, or only the ones you don’t pick up within a few rings.

It answers and listens

It picks up in one or two rings and introduces itself — including that it’s an AI assistant and that the call may be recorded. Then it asks what the customer needs and actually listens to the answer, rather than reading a fixed menu.

There’s no queue and no busy tone. Ten people can call at the same moment and all ten are answered.

It collects what you need

As the conversation goes on, it fills in the details you can’t do the job without.

• Name and the best number to call back on
• The service address
• What the problem or job actually is
• Whether it's residential or commercial
• How urgent it is

You control this list. If your trade needs the make and model of a unit, or a gate code, or a property size, add it in Business Config and it will ask.

It books, transfers, or promises a callback

What happens at the end of the call depends on the call.

You get told

The moment the call ends, the lead appears in your account and an alert goes to whoever you nominated — by email, by text, or both. The recording and the transcript are attached, so you can hear the customer’s own description of the job before you ring back.

What it knows about your business#

It only knows what you’ve told it. That’s deliberate — it means it can’t promise something you don’t do.

Your profile

Business name, trade, service area, and how you like to be described.

Your services

The work you take, the work you don't, and typical prices or call-out fees.

Your hours

When you're open, when you're closed, and what to do outside those times.

Your FAQs

Answers to the questions customers ask over and over — parking, payment, warranties.

Your calendar

Real availability, so an offered slot is a slot you can actually work.

What happens when things go sideways#

Real calls aren’t tidy. A few of the cases it’s built for:

• The caller interrupts. It stops talking and listens, the way a person would.
• The line is bad. It asks them to repeat rather than guessing at half a postcode.
• They ask for a person. If you’ve set up transfers, it hands them over. If not, it takes the message and flags it as urgent.
• They hang up early. Whatever it captured before the line dropped is still saved, so a half-finished call is still a lead you can chase.