FOR THE CSR
Night Line
After-hours voice agent that books while you sleep.
After-hours calls stop going to voicemail and starting the next morning behind. The urgent ones get handled the same night, and the rest are already logged and in the queue when the office opens.
- Time back
- 5 min
- per call
- Cost
- 15¢
- 30 Rivets per call
How it works.
5 steps, and your team only touches the ones that need a person.
- 1.
The call comes in after hours
When a call arrives outside business hours, the AI voice agent answers through the company's VOIP system. No voicemail, no missed connection.
- 2.
Caller details are captured
The agent collects the caller's name, address, and reason for calling, logging everything to the record as the conversation happens.
- 3.
Urgency is qualified
Against the company's configured conditions, the agent decides whether the call is routine or urgent before choosing the next step.
- 4.
Emergency appointments are booked
For calls that meet the emergency threshold, the agent books an appointment according to the company's after-hours scheduling rules.
- 5.
Critical calls reach on-call staff
Calls that exceed the urgency threshold are escalated to the designated on-call staff member immediately, with full caller context already captured.
Try it.
A small working model of Night Line. Nothing here touches a real customer.
Pick an after-hours call, ring the line, and see where it goes and how it gets handled.
A day for the CSR.
- 6:00 PM
Office closes. Calls roll to voicemail. Urgent and routine calls land in the same box with no triage.
- 9:00 PM
An emergency call comes in. It goes to voicemail. On-call staff do not know until morning.
- 7:45 AM
The CSR arrives to twelve voicemails. They spend the first forty minutes sorting urgent from routine before any outbound call goes out.
- 8:30 AM
They finally reach the overnight emergency customer. They went with another company.
- 6:00 PM
Office closes. Night Line takes every call through the company's phone system. No voicemail.
- 9:00 PM
An emergency call comes in. The agent qualifies urgency, books an appointment by the after-hours rules, and escalates to on-call staff immediately with full caller context.
- 7:45 AM
The CSR arrives. Overnight calls are already logged and sorted. The urgent ones were handled. The routine ones are in the queue ready to work.
- 8:00 AM
The first call of the day is a booking, not a recovery call.
What it won't do.
So nobody's surprised later.
- Handles calls after hours, not inbound calls during business hours.
- Books the emergency appointment, then hands off; it does not dispatch technicians or manage the job.
- Does not follow up with callers after the initial after-hours interaction.
- Routes critical calls to on-call staff; it does not replace their judgment on calls that need a human.
- About 220,000 calls a month analyzed across 31 shops
- 139 shops use Graphite Lab tools
- 108 ServiceTitan data types synced, including for multi-location operators
- 66 to 93 mobile PageSpeed, from a contractor's old site to the preview we built in under 10 days
Let’s talk about your shop.
No slide deck. Tell us how your team runs today and we'll show you what we'd build first. If it's a fit, we send you a quote.
