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Polly — the AI receptionist

Polly is the product. She answers the phone when the trade can't, captures the job, hands it off by SMS + email.

Two live deployments

Deployment Status Number Use
Polly UK — Trades v2 LIVE since 2026-06-12 +44 7488 896189 Default for UK trades pilots
Polly US — Audit Built, dormant +1 845 613 4812 (Twilio) Original US healthcare audit flow, on ice

How she works (in one diagram)

sequenceDiagram
    autonumber
    participant Caller as Customer
    participant Trade as Trade's mobile
    participant Polly as Polly (Vapi assistant)
    participant Bridge as Handoff (SMS + Email)
    participant Matt as Trade

    Caller->>Trade: Rings
    Trade-->>Caller: No answer (busy, ladder, driving)
    Caller->>Polly: Diverted (conditional forward)
    Polly->>Caller: "Hi, this is Polly — what's the job?"
    Caller->>Polly: Name, postcode, job, urgency, callback
    Polly->>Caller: "Brilliant — [trade] will call you straight back."
    Polly->>Bridge: Posts captured fields
    Bridge->>Matt: SMS + email with full job details
    Matt->>Caller: Returns the call. Books the job.

Pages in this section

Stack underneath

  • Voice provider: Vapi (assistant ID + phone number ID in Vapi).
  • Phone provider: Twilio UK bundle, SID in Twilio.
  • Bridge (handoff): Node service on the VPS, exposes /api/inbound and writes SMS + email. See Bridge service.

Architectural decision: Option A vs Option B routing

Currently on Option A — one Twilio number per pilot, one cloned Vapi assistant per pilot. Simple, robust, no header magic. Option B (single shared number + Diversion header for routing) is in parallel dev — first test on brother's first real call.

See Onboard a new pilot for the Option A flow.