Phone Agent

Configure your AI-powered voice agent to answer calls, qualify leads, and schedule appointments automatically.

Accessing Phone Agent

Select your business
Click Phone Agent in the sidebar
You'll see phone agent configuration options

Feature Availability

⚠️ Beta Feature: Phone Agent is currently available for select organizations. If you don't see this option in your sidebar, it may not be enabled for your account yet.

Phone Agent Overview

The Phone Agent is an AI-powered voice assistant that can:

Answer incoming calls 24/7
Have natural conversations with customers
Qualify leads by asking questions
Schedule appointments directly
Transfer calls to humans when needed
Capture structured information
Provide answers from your knowledge base

Phone Agent Subsections

1. Agent Configuration

Main configuration page for your AI voice agent.

Access: Phone Agent → Agent Configuration

Deployment Selection

Environments:

Sandbox (Test Mode):

Safe testing environment
Test calls don't affect real customers
Experiment with settings
Perfect your configuration

Production (Live):

Live customer calls
Real appointments booked
Actual business impact
Only use when fully tested

Draft Mode:

Make changes without affecting live agent
Test new configurations
Save as draft before deploying

Workflow Selection

What is a Workflow?

Defines the conversation flow
Controls what questions the agent asks
Determines next steps based on responses
Captures specific information

Configuring Workflow:

Select from existing workflows dropdown
Or create a new workflow
Workflow determines conversation structure
Visual workflow editor may be available

The workflow visualizer shows:

Conversation nodes (questions, statements, actions)
Connections between nodes
Conditional branching ("if this, then that")
Data capture points
Transfer triggers

Phone Numbers

Sandbox Phone Number:

Test number for making test calls
Not seen by customers
Use for training and testing

Production Phone Number:

Real business phone number
Customers call this number
AI agent answers
Can be your existing number (forwarded)

Enable/Disable Agent:

Toggle to turn agent on/off
When disabled, calls go to voicemail or ring-through
When enabled, AI answers automatically

Test Calling:

"Call Me" feature
Enter your phone number
Get instant test call from AI
Test the agent live

Voice Selection

Choose AI Voice:

Browse available voices
Listen to voice samples
Select male or female voice
Choose accent and tone
Professional vs. friendly styles

Voice Options Typically Include:

Rachel - Professional female, American
Josh - Friendly male, American
Bella - Warm female, American
Adam - Professional male, American
And more...

Voice Settings:

Play sample to hear voice
Voice provider (typically ElevenLabs)
Voice stability and clarity settings

Multilingual Option:

Enable multi-language support
Agent can detect and respond in multiple languages
Useful for diverse customer bases

Personality Configuration

Agent Tone:

Professional
Friendly
Enthusiastic
Empathetic
Formal
Casual

Agent Style:

Concise - Gets to the point quickly
Detailed - Provides more information
Conversational - Natural back-and-forth
Direct - Straightforward approach

Personality Traits:

Show Empathy - Demonstrates understanding and care
Use Humor - Light, appropriate humor (use cautiously)
Be Concise - Shorter, faster responses

Custom Personality Description:

Freeform text describing desired personality
Example: "You are a helpful and patient assistant for a family-owned plumbing business. You are knowledgeable but not pushy, and you show empathy for customer problems."

Saving and Deploying

Save as Draft:

Saves your changes without going live
Test in sandbox first
No impact on production

Deploy to Sandbox:

Push changes to test environment
Make test calls
Verify everything works

Deploy to Production:

Push changes to live environment
Affects real customer calls
Only do after thorough testing

Deploy Dialog:

Confirmation before deploying
Shows what will change
Warns about live impact
Requires explicit confirmation

2. Activated Hours

Control when your AI phone agent answers calls.

Access: Phone Agent → Activated Hours

Purpose

Set specific times when the AI agent should answer calls, which may differ from your business hours.

Configuration Options

24/7 Activation:

AI answers all calls, any time
Never miss a lead
Best for emergency services
Handles after-hours calls

Business Hours Only:

AI active during business hours
After hours go to voicemail or ring-through
More traditional approach
Good for businesses with staff

Custom Schedule:

Different hours per day
Weekday vs. weekend schedules
Match your availability
Seasonal variations

Per Day Configuration:

Monday:    8 AM - 8 PM (extended hours)
Tuesday:   8 AM - 6 PM
Wednesday: 8 AM - 6 PM
Thursday:  8 AM - 6 PM
Friday:    8 AM - 6 PM
Saturday:  9 AM - 2 PM (half day)
Sunday:    Closed (or 24/7 emergency)

Outside Activated Hours

What happens when agent is not active:

Calls ring through to your phone
Go to voicemail
Forward to different number
Custom recorded message

3. Routing Destinations

Configure where calls get transferred when AI needs human help.

Access: Phone Agent → Routing Destinations (or Call Routing)

Transfer Numbers

Primary Destination:

Main number for call transfers
Could be owner's cell phone
Office phone line
Answering service

Backup Destinations:

If primary doesn't answer
Multiple fallback options
System tries each in order

Department-Specific:

Sales team number
Service technician number
Billing department
Emergency on-call

When to Transfer

Automatic Transfer Triggers:

Customer requests human
- "Can I talk to a person?"
- "Let me speak to someone"
- "I want to talk to the owner"
Complex Questions
- Beyond AI's knowledge
- Requires human judgment
- Technical specifications
Sensitive Situations
- Complaints
- Billing issues
- Legal matters
- Emergency situations
High-Value Opportunities
- Large projects
- Commercial customers
- Enterprise inquiries

Transfer Settings

Transfer Message:

What AI says before transferring
Example: "Let me connect you with one of our team members. Please hold for a moment."

Transfer Timeout:

How long to wait for answer
Typically 30-45 seconds
What happens if no answer

Failed Transfer Handling:

Take a message
Schedule callback
Go to voicemail
Try next destination

Whisper Announcement:

Brief context provided to human answering
Before call connects
Example: "John Smith calling about emergency water heater"
Helps prepare for conversation

4. Appointment Settings

Configure how the AI agent schedules appointments.

Access: Phone Agent → Appointment Settings (or Appointment Config)

Calendar Integration

Connect Calendar:

Google Calendar integration
View available time slots
Book directly into your calendar
Automatic confirmations

Calendar Settings:

Which calendar to use
Timezone configuration
Buffer time between appointments
Block personal events

Appointment Types

Define Different Appointment Types:

Service Call:

Standard service appointment
Duration: 2-4 hours
On-site visit
May include service fee

Free Estimate:

No-cost consultation
Duration: 30-60 minutes
Quote provided
No obligation

Emergency Service:

Urgent appointments
ASAP scheduling
Premium pricing
24/7 availability

Scheduling Rules

Availability:

Booking window (how far in advance)
Minimum notice (e.g., 2 hours ahead)
Maximum advance booking (e.g., 30 days)

Time Slots:

Available times
Block out lunch breaks
Team member availability
Capacity limits

Booking Confirmation:

Auto-send confirmation SMS
Email confirmation
Calendar invite
Reminder system

5. Call History

View and review all calls handled by your AI agent.

Access: Phone Agent → Call History

Call List

Information Displayed:

Date and time of call
Caller phone number
Call duration
Outcome (booked, transferred, information provided)
Recording link
Transcript link

Call Details

Click on any call to see:

Call Recording:

Audio playback of the call
Listen to actual conversation
Download option
Share with team

Call Transcript:

Written transcript of conversation
Searchable text
Customer and agent messages
Timestamps

Structured Data Captured:

Customer name
Phone number
Email address
Service interest
Urgency level
Preferred appointment time
Any other information requested

Call Summary:

AI-generated summary
Key points from conversation
Action items
Outcome classification

Call Sentiment:

Positive, negative, or neutral
Customer satisfaction indicators
Areas for improvement

Filtering and Search

Filter Calls By:

Date range
Call outcome (booked, transferred, no action)
Call duration
Customer phone number
Search transcript text

Using Call History

Quality Assurance:

Listen to calls weekly
Ensure AI performs well
Identify training needs
Improve agent configuration

Training:

Use for staff training
Show examples of good interactions
Learn from challenging calls
Improve workflows

Problem Solving:

Investigate customer complaints
Understand missed opportunities
Find patterns in transfers
Optimize agent responses

Metrics:

Calls handled vs. transferred
Average call duration
Booking conversion rate
Customer satisfaction

Testing Your Phone Agent

Before Going Live

Complete Testing Checklist:

Make Test Calls:
- Use sandbox environment
- Call the test number
- Try different scenarios
- Have colleagues test too
Test Scenarios:
- Simple appointment request
- Emergency situation
- Request for pricing
- Ask to speak to human
- Out of service area inquiry
- Complex technical question
Verify Functionality:
- Voice sounds natural
- Agent understands clearly
- Workflow follows correctly
- Appointments book properly
- Transfers work smoothly
- Information captured accurately
Review Test Calls:
- Listen to recordings
- Read transcripts
- Check captured data
- Note any issues
Make Adjustments:
- Refine personality
- Update workflow
- Improve knowledge base
- Fix any problems

Soft Launch

Gradual Rollout:

Week 1: After Hours Only

Enable only outside business hours
Lower risk, fewer calls
Build confidence
Test with real customers

Week 2: Overflow Mode

AI answers when you're busy
You still answer most calls
AI is backup
Evaluate performance

Week 3: Specific Call Types

AI handles appointment scheduling only
Transfer everything else
Master one use case
Expand gradually

Week 4: Full Launch

AI handles all calls
Maximum efficiency
Monitor closely
Adjust as needed

Monitoring and Optimization

Daily Monitoring

First 2 Weeks:

Listen to every call
Read all transcripts
Check bookings are correct
Address issues immediately

Ongoing:

Sample 5-10 calls per week
Review metrics dashboard
Monitor transfer rate
Check customer feedback

Key Performance Indicators

Call Handling:

% of calls answered by AI
% transferred to human
Average call duration
Target: <15% transfer rate

Booking Performance:

% of calls resulting in appointments
Booking confirmation rate
No-show rate
Target: >40% booking rate

Customer Experience:

Call sentiment scores
Complaints or issues
Positive feedback
Customer satisfaction

Continuous Improvement

Monthly Review:

Analyze call trends
Identify common questions
Update knowledge base
Refine workflows
Adjust personality

Quarterly Assessment:

Overall performance evaluation
ROI calculation
Strategic adjustments
Feature expansion

Best Practices

Agent Personality

Do:

✅ Match your brand voice
✅ Be professional but friendly
✅ Show empathy for customer problems
✅ Keep responses concise
✅ Be honest about being AI (if asked)

Don't:

❌ Be overly robotic or formal
❌ Talk too much
❌ Make promises you can't keep
❌ Handle situations beyond capability
❌ Be pushy or aggressive

Workflow Design

Keep It Simple:

Don't ask too many questions
Get to appointment booking quickly
5-7 questions maximum
Clear, logical flow

Handle Edge Cases:

Plan for unexpected responses
Always have transfer option
Don't leave customer stuck
Graceful error handling

Collect Essential Data:

Customer name
Phone number
Service needed
Preferred time
Location/address (if on-site)

Knowledge Base

Critical Information:

Services offered
Pricing ranges
Service area
Hours of operation
Payment methods
Common questions

Keep Updated:

Review monthly
Add new FAQs
Update pricing
Add new services
Remove outdated info

Troubleshooting

Agent Not Answering Calls

Check:

Agent is deployed to production
Agent status is "enabled"
Activated hours include current time
Phone forwarding is set up correctly
No system outages

High Transfer Rate (>25%)

Causes:

Knowledge base incomplete
Workflow too rigid
Transfer triggers too sensitive
Common questions not addressed

Solutions:

Expand FAQs
Improve workflow flexibility
Adjust transfer rules
Add more training data

Poor Call Quality

Issues:

Voice sounds robotic
Doesn't understand customers
Awkward pauses
Interrupts frequently

Fixes:

Try different voice
Adjust speech settings
Improve transcription
Fine-tune interruption threshold

Not Booking Appointments

Reasons:

Calendar not connected
No available time slots
Workflow doesn't lead to booking
Integration issues

Resolutions:

Verify calendar integration
Check availability settings
Review and update workflow
Test booking flow

Cost Considerations

Phone Agent Pricing:

Per-minute call costs
Monthly subscription
Integration fees
Additional features

ROI Calculation:

Calls handled automatically
Staff time saved
Appointments booked
Revenue generated
Vs. cost of hiring receptionist

Typical ROI: Most businesses save significantly compared to hiring a full-time receptionist, while providing 24/7 coverage and never missing a call.

Next Steps

After configuring Phone Agent:

Build out Knowledge Base - Improve AI responses
Review Business Settings - Final configurations
Monitor Call History - Track performance
Optimize based on real calls - Continuous improvement

Important: Take time to test thoroughly before going live. The Phone Agent represents your business to customers, so ensure it performs excellently!