A sequence the agent can follow
Let them finish the first description. Restate the problem in one sentence, including the office status if it explains a wait. Do not repeat the whole policy. Do not argue. Offer the next real step: a transfer if someone is available, or a message with a name and a direct number if not.
An AI receptionist helps here by staying even and by not matching the volume. It hurts here if it loops the same sentence or invents a refund, a promise, or a manager who is not on the list.
When to stop talking
Threats, medical danger, and a caller who says they will only speak to a person are handoffs. Take the message marked urgent, or transfer if the line is open. De-escalation is not the same as keeping them on the line.