First Call, the website chat
First Call is the chat on your website and on your own planning page. It is separate from the phone receptionist: the phone line keeps working exactly as before, whatever you change here.
The three paths
Section titled “The three paths”When a family opens the chat, they can pick one of three paths:
- Someone just passed: calm, practical guidance for the first hours. If you entered an urgent number, a Call now button is shown at the top.
- Someone is close to passing: gentle support for families preparing for a death that is expected soon.
- Planning ahead: records wishes for later, step by step.
Families can also just type a question at any point. First Call answers it and then goes back to where they were.
What your team sees
Section titled “What your team sees”- In Leads, each conversation shows a small label with the chosen path.
- When a family picks Someone just passed or Someone is close to passing, an urgent conversation also appears in your Inbox, linked to that lead.
Settings
Section titled “Settings”Go to Company settings, First Call:
- First Call paths: turn each path on or off. Custom instructions are optional; click Add custom instructions only if you want them.
- Receptionist (phone): settings for the phone line only.
- Website chat: the chat button on your website.
Linking straight to a path
Section titled “Linking straight to a path”Your website’s buttons can open one path directly. The Lethra website template does this already: “A death has occurred” opens Someone just passed and “Plan for later” opens Planning ahead.