Inbound call handling
Calls are answered, handled within your rules and written up while the caller is still on the line.
A phone line that answers routine calls, books callbacks and writes a note for every call. It runs after hours, on overflow or as the first line, and hands anything outside its scope to a person.
- Setup, once
- $3,500
- Run, monthly
- $600
Prices are in Canadian dollars and do not include tax.
How it works
The pipeline, step by step.
- 01
The call is routed
Calls reach the system after hours, on overflow or as the first line, as you choose.
- 02
The caller is told
The caller hears that an automated assistant is answering and that the call is recorded.
- 03
The reason for the call is understood
The system handles the call types you approved: a new appointment, a status check, a question about hours.
- 04
Details are collected
It asks for what the next step needs: a name, a callback number, the nature of the request.
- 05
The call is resolved or passed on
Approved requests are completed. Everything else is transferred to a person or booked as a callback.
- 06
A note is written
A summary, the transcript and the outcome land in your phone system, CRM or practice software.
- 07
Urgent items are flagged
Anything that matches your urgent list goes to the person on duty straight away.
Connects to tools such as
- Twilio
- HubSpot
- Salesforce
- Google Calendar
- Outlook
- Slack
These are examples. We confirm the method for each of your tools before we build.
Where a person approves
The points where the system stops and waits for a person.
- You decide which call types the system may complete on its own and which always go to a person.
- Urgent and sensitive calls are transferred, never resolved by the system.
- Greetings, scripts and the disclosure wording are approved by you before the line goes live.
- A sample of transcripts is reviewed with you each month.
How it is measured
Named measures, scored on your own files before launch and after every change.
- The share of calls resolved or correctly routed, scored on a recorded test set of calls.
- Callback completion: whether a promised callback was booked and reached the right person.
- Transcript review: a sample of calls read each month for accuracy, tone and missed hand-offs.
How it is run
After launch: monitoring, updates and what you own.
- Monitoring on every call: failed transfers, long silences and errors raise an alert.
- Changes to scripts and call types are tested on the recorded set before release.
- Handover: a runbook, a data map showing where recordings and notes live, and code owned by the business.
What it will not do
Limits we set on purpose.
- It does not make outbound calls to anyone who has not agreed to receive them.
- It does not take card numbers or other payment details.
- It does not give medical, legal or coverage advice.
- It does not pretend to be a person.
Sectors we build for
The business types this system is built for.
Questions
What happens when a caller asks for something the system cannot do?
The call is transferred to a person during your hours, or booked as a callback with a note. The caller is never left without a next step.
Does the caller know they are speaking to a system?
Yes. The greeting says an automated assistant is answering and that the call is recorded. The wording is yours to approve.
Where do the call notes go?
Into the software you already use: your phone system, your CRM or your practice management software. We agree the fields with you before launch.
Can it run only after hours?
Yes. It can run after hours, on overflow when your lines are busy, or as the first line all day. You choose, and you can change it.
Talk to us about inbound call handling
Fifteen minutes on a call is enough to tell whether it fits your work. If it does not, we say so.