The phone rings at 3 a.m.
You sleep through it.
fonea answers calls around the clock, handles routine questions on its own, and only wakes your on-call when it really matters — by SMS, phone, or Teams. Fewer false alarms. Better sleep.
What is fonea for emergency and on-call?
fonea is an AI phone assistant that takes incoming emergency calls 24/7, judges urgency against defined triage criteria, handles routine questions itself, and escalates real emergencies in a structured way to the on-call — by SMS, phone, Teams, or Slack.
Why rest and on-call collide
The true cost of classic on-call
Too many false alarms
Without triage, every phone rings. The heating fitter is woken at 2 am — because someone wants a quote. It costs sleep, motivation, and eventually staff.
Around 60% of night calls are not real emergencies
Voicemail = lost customer
Whoever hits voicemail at 11 pm during a burst pipe calls the next plumber — no matter how long they were your customer. Emergencies are brutally honest.
External call centres are expensive and imprecise
Classic emergency call centres cost several hundred francs per month, do not know your processes, and escalate generically — which raises false-alarm rates rather than lowering them.
What changes
How fonea triages emergency calls reliably
Triage by your criteria
You define what counts as an emergency (e.g. "water is actively running", "heating off below 10 °C", "server completely down"). fonea asks precisely and decides by your rules.
Targeted escalation
Real emergency? fonea sends SMS, push, or phone call to the person on call today — including name, phone number, address, and problem description.
Routine can wait
Not an emergency? fonea logs the request, sends a confirmation to the caller, and creates a task for your team the next working day. Your on-call stays asleep.
Set up in 30 minutes
How we set up emergency triage
Define triage criteria
We build the "real emergency" criteria list with you: industry-specific keywords, urgency probes, clear yes/no decision paths.
Connect the on-call schedule
Weekly plan, rotation, holiday rules. fonea always knows who is on call today — and escalates to exactly that person, not everyone.
Set up escalation channels
SMS, phone, Teams, Slack, or email — whichever reliably wakes your on-call. Multi-stage escalation (SMS first, phone after 5 min) is standard.
Test cases and go-live
We walk through 10–15 realistic scenarios (burst pipe, quote, routine question). Only once triage is correct in every case do we go live.
Typical emergency scenarios
How fonea separates real from false emergencies
Burst pipe at 11 pm — plumbing on-call is woken
Clear keyword "water actively running", active check on immediate action (main valve), immediate escalation to on-call with address and callback number.
Heating failure on a winter evening — triage: urgent
Temperature below threshold, risk groups checked — escalation to on-call with clear context. Not a blanket alarm, but an informed decision.
IT outage on Saturday — triage: can wait until Monday
Keyword triage ("printer" vs "server"), targeted scope check, no waking of on-call, regular Monday appointment booked instead.
Sleep is quality of life
Why fonea relieves your on-call
Escalation only on real emergencies
Every escalation rule is explicit — not "wake if unsure" but "wake if A and B are true". This measurably reduces false alarms.
Rotation and holidays automatic
fonea knows the on-call schedule and holiday cover. Whoever is off this week is not woken — not even by mistake. Rotation runs cleanly.
Documentation for every call
Every call — emergency or not — is transcribed with the decision path. You can review triage rules afterwards and improve them.
Data hosted in Switzerland
All persistent customer data (caller info, transcripts, addresses) is hosted with our Swiss partner Supabase. FADP- and GDPR-compliant.
Precios
Precios transparentes
Incluido
- 120 minutos de conversación IA incluidos
- DE, FR, IT, EN, ES + alemán suizo
- Integración con calendario y reserva de citas
- Contestador IA 24/7
- IA interactiva para atención al cliente
- Notificaciones por email y SMS
- Cancela cuando quieras, sin permanencia
Incluido
- 500 minutos de conversación IA
- 3 llamadas simultáneas
- 3 números de teléfono
- Asistentes ilimitados
- Usuarios ilimitados
Funciones
- Todo de Basic
- Llamadas salientes
Incluido
- Desde 2.000 minutos
- Llamadas simultáneas a medida
- Números a medida
- Asistentes ilimitados
- Usuarios ilimitados
Funciones
- Todo de Professional
- Voz personalizada
- Zero Data Retention
- SLA a medida
Frequently asked
What to know about emergency triage with fonea
By what criteria does fonea triage an emergency?
You define the triage criteria — fonea asks for them actively. Typical patterns: keywords (e.g. "water running", "smoke", "no power"), thresholds (temperature, time), risk groups (children, elderly), and active check-ins ("Is it still flowing right now?"). During onboarding we build the rule list for your industry together.
Who gets woken when — and how?
fonea reads your on-call schedule and only wakes today's on-call person. Escalation channels: SMS, phone, push (Teams, Slack), email. Multi-stage is possible — SMS first, phone after 5 minutes of no response, fallback to deputy after another 5.
Does the customer pay only for real emergencies — or for every call?
You decide. Many businesses separate: emergency intervention is billed with an emergency flat fee (e.g. CHF 150–300), routine inquiry is free. fonea can communicate transparently at the end of an emergency call that the call-out is chargeable.
How reliable is the triage? What if fonea misses a real emergency?
Criteria are conservative: when in doubt, fonea escalates. During onboarding we run 10–15 critical scenarios. Post go-live we review every decision with you for the first weeks and refine rules. In practice, triage accuracy exceeds 95% after two weeks.
Which channels are supported for escalation?
SMS (Twilio/Telnyx, Swiss numbers), phone, Microsoft Teams, Slack, email, Pushover, and webhooks into your existing systems (ticket system, CRM). We configure the channel that reaches your on-call most reliably.
Does fonea work for rotating on-call with multiple people?
Yes. You supply the rotation calendar — weekly, monthly, holiday rules, holiday cover. fonea actively reads out who is on call today and escalates to that person. Group-based on-call (e.g. "first to pick up") is also supported.
Can false alarms be analysed afterwards?
Yes. Every call is transcribed and taggable (real emergency / false alarm / routine). In the dashboard you see triage rates and can tune rules. Typical improvement: after 4 weeks of tuning, false alarms drop another 30–40%.
What if an emergency caller speaks Swiss German or French?
fonea detects language automatically and triages in German, Swiss German, French, Italian, English, or Spanish. The escalation message to on-call is always in German (or whichever language you prefer) — regardless of caller language.
Further reading
24/7 erreichbar ohne Nachtschicht: 5 Wege für KMU
24/7 erreichbar als Schweizer KMU: 5 Ansätze von Mobilweiterleitung bis KI-Telefonassistent. Mit Kostenvergleich und Entscheidungshilfe.
Aussendienst: Erreichbar trotz Kundenterminen
KI-Telefonassistent für Aussendienstler: Anrufe qualifizieren, priorisieren und zusammenfassen. Ab CHF 90/Monat, DSG-konform.
Handwerk: Kein Auftrag mehr verpasst
KI-Telefonassistent für Schweizer Handwerker: Aufträge annehmen, Notdienst-Anrufe weiterleiten, Offerten qualifizieren. Sanitär, Elektro, Schreinerei.
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