What happens if someone calls about an injury that happened during a class?

For Fitness Studios

Voksha is configured to recognize injury-related and emergency language and immediately route the call to a live staff member rather than attempting to handle it, since that's a situation requiring human judgment, liability awareness, and potentially medical response, not automated phone answering. If a caller says something like "I hurt my back during class yesterday" or "someone got hurt during the workout this morning," the AI doesn't try to diagnose, advise, or make promises about liability, it collects the caller's name and number, flags the call as urgent, and immediately notifies your team via text or call so a manager or owner can follow up personally, typically within minutes given the real-time alert. This matters for two reasons specific to fitness studios: first, how an injury report is handled in the first conversation genuinely affects both the member relationship and potential liability exposure, so it needs a trained human, not a script; second, many studios carry general liability and professional liability insurance with specific incident-reporting requirements, and getting accurate, timely information from the caller into the right hands quickly supports proper incident documentation rather than losing details in a voicemail nobody checks until the next day. For a true on-premises emergency happening in real time (someone collapses, a serious injury during a live class), that's never a phone-call scenario to begin with, it requires immediate on-site staff response and calling 911 directly, which is outside what any receptionist, human or AI, handles by phone. Voksha's role is limited to correctly triaging after-the-fact injury reports and getting them to a person fast.