Halcyon Dental
Practice manager, after hours
After 18:00 an urgent call and a routine call should not get the same answer.
Set upUrgent calls go to the on-call line, and routine calls go on a callback list for 08:00.
AI receptionist
Answers the call, then hands it over with the notes.
It works inside your call flow, using your customer data and your rules, and passes anything outside those rules to a person.
- Answers
- Main line · after hours
- Hands off to
- A person, with notes
- Writes to
- The customer record
What’s included.
Answering
- IntentIt asks why the person is calling and works out what they need.
- Customer matchThe caller is matched by phone number against your records.
- Your rulesWhat the AI may do on its own is set by rules you write, and anything else goes to a person.
Handing off
- A person on requestCallers can ask for a person at any time.
- Notes with the callThe agent sees the caller, intent, summary, why it was transferred and the queue before picking up.
- Out-of-hours coverOutside business hours, calls can go to the AI receptionist, with a callback list for the next opening.
After the call
- Confirmation by textWhen the AI finishes a request, the customer can be sent an SMS to confirm.
- Logged to the recordThe outcome is written to the order and the customer record.
- Summary on the ticketA summary and next steps are written to the ticket after the call.
How it works.
It answers
The AI greets the caller with your business name and asks how it can help.
It works out the request
It identifies the intent and matches the customer by phone number.
It applies your rule
The rules you wrote say what the AI may do and what needs a person.
It handles it or hands off
Either the AI finishes the request, or the call goes to the right queue with its notes.
It writes the summary
A summary and next steps are saved to the ticket.
The AI receptionist works inside your call flow.
It answers with your customer data and your rules. When a request is outside those rules, it hands the call to a person along with everything it learned.
- AIThanks for calling Okafor Logistics. How can I help today?
- CallerI need to change the delivery date on my order.
- AII can help with that. I found order 58213, due Monday. Which day works instead?
- CallerTomorrow, if possible.
- AITomorrow needs dispatch approval, so I’m putting you through now. They’ll see what we’ve discussed.
- Intent
- Change delivery date
- Customer
- Matched by phone number · order 58213
- Rule
- AI may move a delivery 2+ days out; sooner needs dispatch
Who uses it.
Examples with fictional companies, set up the way a real team might.
Okafor Logistics
Customer service lead
Customers ring to change a delivery date, and only some changes need dispatch.
Set upA rule that lets the AI move a delivery 2 or more days out, with sooner changes going to dispatch along with the notes.
Bell & Ortiz LLP
Intake coordinator
New clients and existing clients need different doors.
Set upNew matters go to the intake queue, and known clients are matched in the CRM and sent to their lawyer.
Getting started.
The receptionist is set up and test-called on temporary numbers, with your rules written down first.
- Week 1
Plan
We draw the routing with you and decide what the AI may do and when it hands off to a person.
- Week 2
Build and test
We set up the AI receptionist and your hours on temporary numbers you can call. You test-call every route.
- Cutover night
Move the numbers
Numbers move in a window you choose, and we watch every route as calls arrive.
- First month
Tune
We review call data with you and adjust the greetings. Tell us what callers keep asking for.
Questions teams ask before switching.
Not answered here? Send us the question and we will answer it for your own setup.
Contact usHow does the AI receptionist hand off to people?
It answers, asks why the person is calling and routes them to the right queue. Callers can ask for a person at any time, and the agent sees the AI’s notes before picking up.
What does the agent see when the AI transfers a call?
The caller, their intent, the order, the previous contact, a short summary, why it was transferred and which queue it went to.
Does it answer outside business hours?
Yes, if you route closed hours to it. You set hours per day and for public holidays, and missed calls can become a callback list.
Also on the same network.
Every product shares the same numbers, routing and customer record, so adding one needs no migration.
Business phone
Desk, mobile and browser calling on one number
View business phoneContact center
Queues, live supervision and reporting
View contact centerDeveloper API
REST, signed webhooks and in-app calling
View developer apiTalk to the team that will set it up.
You have seen the workspace, the wallboard and the plan. Bring your current call flows and we will walk through them using your own numbers.
- Within one business dayWe reply to book a time that suits your team.
- On the callThirty minutes on your call flows, with someone who has moved systems like yours.
- AfterwardsA written porting plan and pricing for your team size.