Set up a scenario

This one screen covers her whole call, start to finish: what she says first, how she handles each kind of call, and what she says last. This article covers the middle part — reasons. See Set your greeting and Set how Juney ends a call for the first and last parts.

Open it

1. Open the Juney tab.
2. Under When she answers, tap Why they're calling.

You'll see three parts, in order: 1 · She picks up (her greeting), 2 · Why they're calling (your reasons), 3 · She wraps up (her ending).

Add a reason

1. Tap Add a reason at the top of the screen. A blank reason opens straight away.
2. Give it a Name — for example "New booking", "Emergency" or "Supplier".
3. Under When they say something like, add a few examples of what a caller says for this reason — for example "I need a plumber · can you come out · how much to fix a tap". You don't need every possible phrasing; she gets the gist.
4. Under She then, tap Action to add what she does. You can add one of each:
   • Asks them — one or more questions, in her own words. She won't read them out like a form.
   • Tells them — one line she says word for word.
   • Puts them through — the number she rings. She says she's putting the caller through and hands the call over. If nobody picks up, she takes a message instead.
   • Books a job — books it into your calendar. Only offered once a calendar is connected.
   • Changes their booking — moves or cancels an existing booking in your calendar. Only offered once a calendar is connected.
   • Texts them a link — texts your booking link to the caller while they're still on the call.
   • Takes a message — her default when nothing else applies.
5. Tap Save on the reason, then tap Save on the main screen to keep it.

Adding a second action of a kind you've already added just reopens the one you have — each reason gets one of each.

What each action asks you to fill in

• Asks them opens a text box per question — type it as you'd ask it. Add as many as you need; each shows as its own row under the action, with a + Question row to add more.
• Tells them opens one field for the line she says.
• Puts them through opens a field for the number, with a country code picker.
• Texts them a link opens your booking link and, optionally, custom text for the message. This is shared across every reason that uses it — see below.
• Books a job and Changes their booking don't ask for anything extra; they just turn that behaviour on for this reason.
• Takes a message doesn't ask for anything either.

What callers experience

• Asks them: she asks each question naturally, in the flow of the call.
• Tells them: she says your line, word for word.
• Puts them through: she tells the caller she's putting them through, then transfers the call. If nobody answers, she takes a message instead of leaving them on hold.
• Texts them a link: she sends the link by text while they're still talking to her, and tells them she's texted it.
• Books a job / Changes their booking: she checks your calendar and books, moves or cancels the job during the call.
• Takes a message: she gets their number and what they need.

Worked example

Name: Burst pipe

When they say something like: burst pipe, flooding, water everywhere, emergency leak

She then:

1. Asks them: "What's the address, and is anyone home?"
2. Puts them through: your emergency line

A caller says "my pipe just burst and water's everywhere". Juney recognises it matches Burst pipe, asks for the address and whether anyone's home, tells them she's putting them through, and transfers the call to your emergency line. If nobody answers there, she takes a message with their number and what they need instead of leaving them stuck.

Good to know

• Every call gets a message by default. If nothing matches, or a reason has no actions, she takes a message: their name, number and what they need.
• She always gets their number and what they need. Their name isn't automatic — only ask for it where a reason says so.
• One booking link for everything. Every reason that uses Texts them a link shares the same link and message. Changing it in one reason changes it everywhere.
• Deleting a reason or an action has an Undo. A toast appears for a few seconds after you delete either one.
• A reason with nothing in it is dropped. If you leave the name, examples and actions all blank and save, nothing is kept.
• Limits: you can have up to 30 reasons, with up to 20 example phrases or questions in each. Anything over that isn't used.

Error messages

• "Name the reason first" — you tried to save a reason with no name.
• "Add what callers say for this reason" — the "When they say something like" field is empty.
• "Fill in her empty action first" — you added an action (for example Puts them through) but left it blank.
• "Type the question first" — an Asks them question is empty.