For Andy and Scott. Recorded live by Lewis, word for word.
Four are quick trade facts. Two are about how Holly handles two specific situations. The last is wording for you to approve or change. Nothing changes anywhere until you've answered, and whatever gets recorded here goes into the project record exactly as said.
A cask that's just been tapped and settled: how long before it can go on sale? Forty-eight hours, or seventy-two?
"Something else" needs a line in your own words before it can be recorded.
Choose who's answering and a ruling above.
Recording didn't get through. Send it on WhatsApp instead and it still counts:
Send my answer on WhatsAppCopied. Paste it anywhere you like.
Gas bottle's frosted on the outside. We're telling callers: shut it off at the bottle's own valve, and don't touch the frosted part. Is that right?
"No, correction below" needs a line in your own words before it can be recorded.
Choose who's answering and a ruling above.
Recording didn't get through. Send it on WhatsApp instead and it still counts:
Send my answer on WhatsAppCopied. Paste it anywhere you like.
A licensee asks what chemical to use for line cleaning, and how much. What do you want us telling them?
"Answered below" needs a line in your own words before it can be recorded.
Choose who's answering and a ruling above.
Recording didn't get through. Send it on WhatsApp instead and it still counts:
Send my answer on WhatsAppCopied. Paste it anywhere you like.
Someone rings up, nothing's coming out of any of the taps at all. Is there ever a case where that gets sorted on the phone, or does that always mean an engineer goes out?
"Yes, sometimes" needs a line in your own words before it can be recorded.
Choose who's answering and a ruling above.
Recording didn't get through. Send it on WhatsApp instead and it still counts:
Send my answer on WhatsAppCopied. Paste it anywhere you like.
Right now, if someone says a beer line or washer is "leaking", our system treats that exactly the same as someone reporting a gas leak, and stops us giving your washer instructions. Would you be comfortable if we taught it to tell the two apart (only treating "leak" as a gas emergency when it's actually near gas equipment or paired with a gas word), while still treating anything unclear as a gas leak, same as today?
This is a scoping question for you to accept or decline. Nothing is built yet. If you say yes, that becomes the brief for a separate, carefully tested piece of work before anything changes.
"Something else" needs a line in your own words before it can be recorded.
Choose who's answering and a ruling above.
Recording didn't get through. Send it on WhatsApp instead and it still counts:
Send my answer on WhatsAppCopied. Paste it anywhere you like.
There's a re-test date on gas cylinders. Is it every 5 years, or every 10?
"Something else" needs a line in your own words before it can be recorded.
Choose who's answering and a ruling above.
Recording didn't get through. Send it on WhatsApp instead and it still counts:
Send my answer on WhatsAppCopied. Paste it anywhere you like.
Right now, once Holly's given someone the safety steps for something like a gas smell, she moves straight to ending the call. Lewis's own instruction was to add one short, professional check first — never asking the caller to repeat anything back, just confirming they're okay with what they've just been told. Three ways of asking it, below. Which one, if any?
This is wording only, off by default until you approve it — nothing Holly says changes until you rule here. Not part of the safety wording you've already approved; this is new.
"Something else" needs a line in your own words before it can be recorded.
Choose who's answering and a ruling above.
Recording didn't get through. Send it on WhatsApp instead and it still counts:
Send my answer on WhatsAppCopied. Paste it anywhere you like.
All recorded. That's it, thank you.