Safety first
If people are at risk, there is smoke or water reaches electricity, callers are told to keep away and call emergency services themselves. Griffi never transfers to emergency services.
Synthetic emergency-service example
Recognise danger, state the fee, hand over correctly.
The burst-pipe call is fictional. It demonstrates a configured flow: safety questions first, emergency services only as an instruction to the caller, and company handover after the approved fee disclosure.
Review your emergency-service flowFictional, synthetically generated example call. Not a real customer statement.
Read the transcript
Griffi: Good evening, John Doe Plumbers and Company. This is Griffi, our digital assistant. What has happened?
Caller: This is Miss White. Water is coming from a pipe in our basement. We need urgent help.
Griffi: Is anyone in danger, is water reaching electricity, or is there smoke? If so, keep away and call emergency services now.
Caller: No. The fuse box is in another room, and nobody is in danger.
Griffi: Can you reach the main shut-off safely, and is it already closed?
Caller: Yes, it is closed, but water is still dripping. Please call me back on zero one seven six, one two three four five six seven.
Griffi: Thank you. I recorded the water leak, the closed main valve, and your callback number as an urgent emergency. The emergency-service flat fee is 149 euros. It will be credited if you place an order. I am transferring you to the on-call service now.
The flow in three steps
Company rules, not invention
Urgency, service area, fee and crediting are taken from the company’s approved emergency-service rule.
Handover depends on configuration
Live handover requires enabled handover, a valid on-call number and suitable telephony configuration. Otherwise Griffi records a structured urgent callback.
Recorded, not forgotten
What Griffi records from the call and hands over.
Contact and reachability
The caller’s name and callback number are captured in a structured way.
Damage picture and location
Type of damage, affected area and address — following the questions of your approved emergency-service rule.
Terms stated
Which fee and crediting Griffi stated remains documented.
Outcome and handover
Whether the call was handed over live to on-call staff or an urgent callback is due stays traceable in the case.
Clear boundaries
What Griffi deliberately does not do.
- Never transfers to emergency services — in danger the instruction is: keep away and call 112 yourself.
- Makes no danger assessment and no professional diagnosis.
- Invents no fees, deadlines or promises — only the approved company rule applies.
- Hands over live only when handover, on-call number and telephony configuration are active.
Requirements
The flow shown runs on the AI Phone module (€89 net per month) in addition to an n3tz base plan; it is already included in Premium. Rules, follow-up questions and handover paths are defined during setup.
- AI Phone module: €89 net per month on top of a base plan, included in Premium. For solo businesses, Griffi Light and AI Phone come as the Starter Bundle at €119 net per month.
- Each base plan includes 250 / 500 / 1,000 connected call minutes per month, then €0.35 net per started connected minute.
- Only connected talk time is billed. A call blocked by your blocklist or a prefix heuristic is never conducted and consumes no included minutes.
- Live handover additionally requires enabled handover, a valid on-call number and compatible telephony including a SIP trunk.
All amounts are net plus statutory VAT. Full base plans, limits and billing detail are on the pricing page.
Frequently asked questions
Does Griffi transfer callers to emergency services?
No. If people may be at risk, there is smoke or water reaches electricity, the fixed flow is: keep your distance and call 112 yourself. Griffi never bridges to emergency services — only your own phone reaches the right control centre with your location.
Where does the stated emergency fee come from?
From your company’s approved emergency-service rule. Urgency, service area, fee and crediting are defined during setup — Griffi invents no amounts.
When is a call handed over live to on-call staff?
Only when handover is enabled, a valid on-call number is configured and the telephony configuration supports it. Otherwise Griffi records an urgent callback with all structured details in the case.
Does Griffi replace the professional assessment on site?
No. Griffi qualifies the call by your rules and records the details. Assessing the situation and the technical decision remain with the responsible people.
Do we pay for cold calls and spam?
No. Before the conversation starts, the number is checked against your company blocklist and simple prefix heuristics. A blocked call is never conducted and consumes no included minutes.
What is waiting in HQ in the morning?
The call as a case: the conversation as text, a short summary, the request, the callback number and a classification of the contact. No audio recording of the call is stored. As soon as the entry exists, a notification goes out by email, as a web push or to your own webhook, depending on your settings.
Does Griffi answer calls in other languages?
Yes. German is the primary language; if the caller speaks another language, Griffi answers in that language. Your company rules stay the same.
Your emergency-service flow, configured properly once.
Bring your current on-call rule — together we review which steps Griffi takes over and where people decide.