Nalo Virtual
How it works

From contractor call to manager alert — in one unbroken flow.

No IVR mazes, no repeated account numbers, no dropped context. Here is exactly what happens when a contractor calls your branch at 2am with a walk-in cooler down.

  1. 1. The call or message arrives

    0–4 seconds

    Branch lines, contractor SMS, WhatsApp, web chat and website forms all forward into Nalo Virtual — all hours, after-hours only, or overflow when the counter is buried. The caller hears your branch greeting within four seconds.

  2. 2. AI identifies contractor and intent

    4–30 seconds

    The AI layer confirms who is calling, which account and branch they belong to, and what they need — parts, pricing, will-call, order status, warranty or an emergency. Refrigeration failure language is flagged the moment it is spoken.

  3. 3. Your escalation rules decide

    Instant

    Rules run in real time: refrigeration product loss, key contractor accounts, state, branch and time of day determine whether the message goes to the on-duty manager instantly or into the next-shift queue.

  4. 4. Manager alerted, or human follow-up queued

    Under 10 seconds

    True emergencies and urgent contractor issues reach your manager in seconds with full context. Everything else is structured for a live Nalo Virtual agent to handle cleanly at the start of the next shift.

  5. 5. Nothing gets lost

    Post-call

    Every interaction is timestamped and logged, with summaries, transcripts and branch rollups delivered to your team. Billed at a flat $4.00 per minute of talk time — no emergency, night or weekend fees.

Under the hood

Rules you control, running on every single call

Emergency triggers

Refrigeration product loss, critical accounts, safety issues or a direct request for a manager.

Shift and time-zone logic

Different handling per state, per branch, for nights, weekends and holidays.

Channels

Phone, SMS, WhatsApp, web chat and website forms — captured in one thread.

Quality review

Human QA scores a sample of calls weekly and retunes the script.

Hear it for yourself

In 15 minutes, we'll run a live refrigeration-emergency test call against your real escalation rules.

Book a 15-Minute Demo