A receptionist for the estimator's desk and the move-day phone
Every removals enquiry needs the same five answers, and your crews can't stop to take them. An AI receptionist on your Line number answers in your company name, gets both postcodes, the date, the property size, and whether they need packing, books the video survey into the estimator's diary, sends move-day calls to operations, and answers deposit and insurance questions from your terms. Start with Molly, the pre-built receptionist, or build your own agent for the way you work.
- Incoming call while both crews are loadingFri 10:20
Northgate Removals, how can I help?
Molly, AI receptionistWe're moving from a two-bed flat in Didsbury to a house in Macclesfield. Completion is the 28th.
We can help with that. What are the two postcodes, and is the flat above ground floor?
Molly, AI receptionistM20 2RN to SK11 7XA. Second floor, no lift.
Thanks. The next step is a video survey with Lee, so we can price the volume and the stairs. He can do Monday at 18:00 or Tuesday at 12:30. Which suits?
Molly, AI receptionistMonday evening.
Video survey booked · 2-bed · Lee · Mon 18:00
M20 to SK11, 28th, second floor, no lift. Quote brief created in the CRM, customer texted the confirmation and the video call link.
Everything a removals receptionist does, done by the agent
A removals receptionist gets the brief for the estimator and keeps move-day chaos off the sales line. Each row below is a task the agent does on the call, or straight after it.
| What a receptionist does | How the agent does it |
|---|---|
| Answers in your company name while the crews load | Picks up on the first ring with your greeting, 24/7, out of hours only, or only when the office is on another line. |
| Gets both postcodes and the date, every time | Asks collection and delivery postcodes, the move date, whether completion is confirmed, and whether the dates are flexible. Never lets a call end without them. |
| Sizes the move | Asks the property type, the number of bedrooms, floors and lifts at both ends, parking, and any large or awkward items. |
| Offers packing and storage | Explains your packing options and storage terms from your knowledge base. Records what the customer wants. |
| Books the video survey | Finds the next gap in the estimator's Google Calendar or Microsoft 365, books it, and texts the video call link. |
| Sends move-day calls to operations | Recognises a customer with a move booked today and routes the call to the ops phone or the crew lead. The sales line stays clear. |
| Answers deposit and insurance questions | Tells the caller your deposit amount and when it's due, and what your goods-in-transit cover includes, from your terms. Sends the full terms by email. |
| Creates the quote brief in the CRM | Adds the customer, both addresses, the date, the size, the access, and the survey, to Line's CRM or your removals software. |
| Chases the quote before the date is gone | Follows up at the intervals you set. Confirms the booking, takes the deposit decision, and holds the date. |
Workflows a removals firm builds in an afternoon
Each one is a trigger, a few conditions, and actions in the workflow builder. No code. Change a step and it's live.
- 1The agent asks the estimator's questions: both postcodes, date, size, access, packing
- 2Checks the date against the crew calendar and flags a clash
- 3Offers the next two video survey slots
- 4Books the survey, texts the confirmation and the link, and emails the terms
- 5Creates the quote brief in the CRM
The estimator opens every survey with the brief already written.
- 1Look up the caller in the CRM and check the move date
- 2If it's today, ring the ops phone, then the crew lead
- 3If nobody picks up, the agent takes the message and texts the crew lead the details
- 4Logs the call to the move record
A key delay reaches the crew in a minute, and never blocks a new quote.
- 1The agent texts to ask if they want to hold the date
- 2If no reply in 24 hours, calls, answers questions from the quote, and confirms the date is still free
- 3On a yes, emails the deposit invoice and the booking confirmation
- 4Records the decision in the CRM, and releases the date on a no
Dates get held or released. Nothing sits in limbo until the week of the move.
Built in the workflow builder: a trigger, conditions, and actions. The agent is one of the actions.
Tools and integrations the agent works with
A receptionist is only useful if they can get into the diary and the CRM. Connect the tools and the agent uses them on the call.
A Friday with the agent on the phones
What actually happens when the phone is covered all day.
A customer moving today calls about a delayed key release. The agent routes the call to ops, and the crew lead gets the new time by text.
Three quote enquiries in ten minutes while the office is on a call. All answered. Two video surveys booked, one out-of-area enquiry declined politely.
A customer asks whether the deposit is refundable if completion slips. The agent answers from your terms and emails them in full.
The acceptance workflow calls a customer from Tuesday. They confirm the 28th. The deposit invoice goes out and the date is marked as held.
A solicitor's office calls to confirm a completion date. The agent updates the move record and texts the customer.
Out-of-hours rule switches on. Calls now go to the agent first.
- A move in progress with a problem: a delayed key, a vehicle breakdown, a damaged item. The agent routes it to operations at once. It never leaves a crew waiting.
- A firm price or a date guarantee. The agent does not commit you. It books the survey and says the estimator will confirm.
- An insurance claim or a dispute over a damaged item. The agent takes the details and passes them to you. It never makes a promise you have not authorised, and it keeps claim details out of automatic texts.
Questions removal companies ask
Straight answers on setup, limits, and cost.
Related
Line for removal companies
The whole phone system for your trade: numbers, routing, texts, and the inbox.
AI receptionist
What the receptionist does on every call, and what it costs.
Workflow builder
Triggers, conditions, and actions for calls and messages.
Integrations
Zapier, Make, n8n, and the REST API.
Last reviewed .
Put a receptionist on your number today
Pick a UK number or bring yours, switch the receptionist on, and tell it about the business. Included with Pro and Business, an add-on on Starter. No setup fee.