EmpfangoClient status updates – site status by phone, without disturbing the site manager
Property managers and clients ask “Was the site cleaned today?” or “Did the night patrol come?”. Empfango answers from your knowledge base or from LiteLog patrol data when connected. Everything else Empfango records as a query.
Client status updates by phone means: the client calls, Empfango answers, identifies the site and answers questions about service status from the data you have released. If a question cannot be answered from that data, Empfango records site, question and callback number and forwards it to the site manager. For site managers and dispatchers, client calls are a fixed part of the day: job profiles list them as “point of contact for queries, complaints, site inspections” (Indeed job description for dispatchers, as of 10/2026). Many of these queries have a simple answer that already sits in your system. Empfango gives it without the site manager interrupting their work.
Which questions clients ask by phone
“Was the third floor cleaned today?”
The property manager calls at 9:10 am. Empfango asks for site and area and answers from the data you provide: cleaning schedule, responsible team, scope of service under the contract. If LiteLog is connected, Empfango can state the patrol status, for instance that the check of the third floor was completed at 7:40 am.
“Was the night patrol on site?”
A security client wants to know whether the mobile patrol came during the night. With LiteLog data Empfango answers from the patrol log: time, checkpoints, completeness. Without the connection Empfango records the question and forwards it to operations, who provide the evidence from the guard log.
Complaint and special job
Not every call is a status question. If the property manager reports a defect or asks for a special clean, Empfango records site, request, scope and callback number as a case. The site manager sees the complaint with a timestamp instead of reconstructing it from a voicemail.
What Empfango can do for client status updates
Answers from the knowledge base
For each site you store what Empfango may say: cleaning schedule, service specification, contacts, response times. Empfango searches this knowledge base during the call and answers only with what is in there.
Patrol data from LiteLog
If your company uses LiteLog for patrols and checkpoints, Empfango answers status questions from that data: when the patrol was completed, how many checkpoints were logged. The connection is optional; Empfango also works without LiteLog.
Query instead of guesswork
If Empfango cannot answer a question from the released data, it says so, records the question with site and callback number and forwards it to the responsible person. Empfango does not guess and does not hand out data that has not been released.
Setting up client status updates
Store the released information
Upload service specifications, cleaning schedules and contacts per site into the knowledge base. What is not in there, Empfango does not answer.
Optionally connect LiteLog
If you use LiteLog, connect your LiteLog account and Empfango can state patrol status and checkpoints. You decide which sites and which data are released.
Define the forwarding
For unanswered questions and complaints you define who gets informed: site manager, dispatch or office. The query arrives via WhatsApp, Telegram or email and sits in the dashboard with transcript.
Site status by phone: why giving answers builds trust and saves time
A client who calls usually just wants confirmation: that the site was cleaned, that the patrol came, that the reported defect is being handled. Today that question lands with the site manager standing on site, or with the dispatcher who is organising cover for an absence. The answer is simple; the call is still an interruption. Empfango answers the status question immediately, and only with information you have released.
The knowledge base sets the frame. You decide per site what Empfango may say: cleaning intervals, scope of service, response times, contacts. Empfango searches these documents during the call and answers from them. Other clients' prices, staff data and internal notes do not belong there and are not disclosed. If the client asks something that is not in the data, Empfango records the question as a query.
With LiteLog the answer becomes concrete. LiteLog documents patrols, checkpoints and reports on site. Once the connection is set up, Empfango can say: “The patrol at the Bahnhofstraße site was completed today at 2:15 am, all twelve checkpoints logged.” That is the information the client would otherwise have received by email the next day. LiteLog is not a prerequisite; without the connection Empfango answers from the knowledge base and forwards status questions.
Confidentiality is the most important rule for client calls. Empfango discloses information about a site only within what you have released and, when unsure, records a query instead of answering. Empfango asks for the caller's name and company before giving site-related details; that does not replace identity verification. Confidential details such as access codes, key plans or staff data therefore do not belong in the knowledge base.
Complaints follow the same route. If the client reports a defect, Empfango records site, area, description and callback number and files the case with transcript in the dashboard. Via webhook the complaint reaches your property or ticket system; with LiteLog it lands directly as a report at the site. The site manager handles the complaint with complete details, and the client has confirmation that it has arrived.
Status updates and GDPR: only released data, only within your rules
Empfango answers exclusively from data you have released in the knowledge base or via the LiteLog connection. Your employees' personal data, other clients' data and internal notes are not part of that release and are not disclosed. You set the scope; Empfango keeps to it.
Every call starts with a fixed announcement that an AI assistant is speaking and whether the call is recorded; the wording is hard-coded and meets Section 201 of the German Criminal Code (StGB), Art. 13 GDPR and Art. 50 of the EU AI Act. By default no audio is stored permanently; the transcript remains as evidence of the conversation and can be deleted.
Processing runs in EU regions (Deepgram EU, Azure OpenAI EU), voice output via ElevenLabs is covered by a DPA. Patrol data from LiteLog stays in LiteLog; Empfango reads it for the answer during the call. The DPA is included in every plan, and all sub-processors are listed in the privacy policy.
Frequently asked questions about client status updates
From the data you release: cleaning schedule and scope of service in the knowledge base, and with LiteLog connected also the patrol status with time and checkpoints. Without that data Empfango records the question and forwards it to the site manager.
No. Empfango answers from the knowledge base you maintain yourself and forwards everything else. LiteLog extends the answers with patrol data but is optional.
Empfango asks for name and company and discloses only released information. That is not identity verification by phone. So the rule is: confidential details such as access codes, key plans or staff data do not belong in the knowledge base.
Empfango records site, area, description and callback number and creates a case with transcript. The site manager is informed via WhatsApp, Telegram or email; via webhook the complaint lands in your property system, with LiteLog directly at the site.
Only if you have released that information. The usual setup is to forward invoice questions to the office as a query. Empfango then records the request and callback number.
Yes. For requests you define, Empfango forwards the call and waits about 25 seconds. If the site manager does not answer, Empfango takes a callback note and notifies them.
Empfango starts at €99 per month as a flat rate with no overage. Knowledge base, forwarding and transcripts are included in every plan. All plans are listed on the pricing page.
