01
Before
The business is configured before anyone dials. Greeting, hours, knowledge, transfer desks, and what the agent is never allowed to say.
How it works
Before the call. During the call. After the call.
The setup follows the phone process you already run. The agent does not invent a policy, a price, or a person who is not on the list.
02
During
The call follows that configuration. Answer from the facts, book when the calendar allows it, transfer to a named desk, or take the message.
03
After
The outcome is on the record. Call history, the reason, and the transcript give managers something to review and correct.
- 1
Learn the operation
Hours, services, who can be interrupted, and the answers that must come from you rather than from a guess.
- 2
Load the greeting and the knowledge
One snapshot — name, hours, address, services, and the questions callers actually ask — is what the agent reads first.
- 3
Connect the number
Forward the line you already publish, or use a number we provision. The conversation runs on that line.
- 4
Set the path
For each kind of call: answer, book, transfer, or write it down. Outbound campaigns use the same idea for reminders and follow-up.
- 5
Read the record
After sign-in, the client portal shows call history and the transcript. This page shows a sample of the knowledge, not the portal.
- 6
Change it and go live
Edit the greeting, the facts, or the on-call list. The next call uses the new version.
Sample knowledge base
What the agent is allowed to say.
A fictional service company, so you can see the shape. It is not a client account, and it is not the knowledge base behind any live number.
What are your hours?
Monday through Friday, 8:00 am to 5:00 pm. Saturday by appointment. Closed Sunday.
Where are you located?
1840 Market Street. The entrance is on the side street, and visitor parking is behind the building.
Do you take emergencies after hours?
Yes. Water leaks and no-heat calls are transferred to the on-call technician. Everything else is a message for the morning.
How much is a service call?
The diagnostic visit is $89, credited to the repair if you approve the work. Other prices are quoted from the written list, not estimated on the phone.