MoveBoardEvery call the AI receptionist takes leaves a trail you can follow: the call on the order, its recording and transcript, and — when the caller asks for one — a call-back task for one person.
On the order
The call is filed on the order it was about:
- the lead the call made, or
- the caller's own order — the one they were verified on, otherwise their newest open order with that phone number.
In the order's conversation you'll find a line AI receptionist call — inbound from (617) 555-0123, 3 min 5 s with a summary below it, and the call itself with its recording and Conversation transcript.
A lead the call made also gets a sales note with what the caller said — the size, the addresses, special items — so you don't have to listen to the whole call.
Who gets the lead
A lead the AI makes is handed out exactly like a lead from your website: by your lead assignment rules — one person, or several in turn (round robin) — and a returning customer goes back to their own salesperson. That salesperson gets the usual new-lead notification and calls the customer. The AI makes no task for the lead, and nobody else on the team is asked to call.
The tasks it leaves
- Call back … (number) — only when the caller asks to be called back, with the reason (or the time they asked for). It is one task for one person: the salesperson of the caller's lead or order; for a caller with no order, their salesperson from an earlier move, else the person chosen in Assign Call-Back Tasks To (Settings › AI receptionist › AI receptionist › Transfers), else the next person in your lead rotation. Once per call.
- Call back: dropped call … — a caller who hung up before the estimate, with a move within days: one urgent task for the salesperson of the draft order the call left.
- CLAIM: order … — something missing or damaged: one urgent task for your managers, filed on the caller's order once they are checked, with the item's make, size and condition and the call-back time they chose. A caller who couldn't be checked gets a CLAIM, NOT VERIFIED task you link in one click — see AI receptionist: how callers are found.
They show in Tasks and on the order like any other task — see Tasks on an order.
When a caller asks to cancel or change a move
The AI never cancels, reschedules, books, confirms, changes or refunds anything, and never says "no problem" or "done" to such a request. It always tells the caller, in the same call:
- "I can't cancel the move myself, and it is NOT cancelled until you speak with a person from the office." (or "change" / "changed");
- while your office is open: "Let me transfer you to someone in the office." — and it puts them through;
- while your office is closed: "The office is closed now. I'll pass your request on, but your move stays as it is until someone from the office confirms with you."
Your office is told at once, whatever anyone's own notification switches say:
- One urgent task for the order's salesperson and your dispatchers (and the person in Change requests also go to, if you picked one): "Customer asked to CANCEL by phone (AI receptionist) at 6:50 AM — call back to confirm", with what the caller said and their number.
- A bell for each of them.
- A highlighted red line in the order's log, for sales and dispatch, and the call's own line in the log is highlighted too, with its summary.
- Same day — the move is today, or your office won't open again before the move day: the task says SAME DAY, is due now, and your dispatchers also get a text and an email: "URGENT: customer of order 218088 (Shane Hebel, move TODAY 8–10 AM) called at 6:50 AM asking to CANCEL. Not cancelled yet; call them back."
Your dispatchers are the people Settings › Dispatch › Running late texts, and everyone with the Dispatcher position; with none of those, whoever can see the Dispatch tab, else your managers. Nothing on the order changes until someone from your office changes it.
When the caller wasn't checked on the call, their phone number finds their order: one customer with that number, and the task is filed under their order (the upcoming booked move first), with "Order found by the caller's number (the caller was not verified on the call)." in its notes, and the alert goes to that order's salesperson too. More than one customer with that number, or none, and the task says so (More than one customer has this number / No order found for this caller's number) — see Tasks on an order.
Book, reschedule or not moving forward
The task's words follow the caller's order. Reschedule, cancel and confirm are only for a move that is already Booked or Reserved. A caller whose move isn't booked yet (a lead, a quote, ready to book online, or no order at all) who wants a date, to secure it or to sign is asking to book:
- "Customer wants to BOOK their move by phone (AI receptionist) at 2:48 PM — call back to book", with "The caller wants to book their move: …" in the notes. It is still an urgent task for the salesperson and your dispatchers.
- A caller with only a quote who says to cancel: "Customer doesn't want to move forward, said by phone (AI receptionist) at 2:48 PM — call back".
- A booked customer who wants another date still reads "Customer asked to RESCHEDULE …".
The AI still never books anything: it says "I can't book the move myself, and it is NOT booked until you speak with a person from the office." and puts the caller through while your office is open.
The Calls list
Settings › AI receptionist › AI receptionist › Calls shows The last 50 calls the AI took. Costs are what your balance was charged. Each call has its summary, the Conversation transcript, the recording and its cost. When there are none yet: No calls yet.
AI Leads
Every lead the AI made — with how many calls became orders — is on the AI Leads page — see AI Leads.
The new-lead notification
Your team gets the New lead notification when the call ends, not while it's going on, so the lead already has everything the caller said. A call from an existing customer that didn't make a new order sends no new-lead notification.
ZIP codes the call heard oddly
Speech-to-text sometimes writes a ZIP with a letter O instead of a zero ("O2460"), with spaces ("0 2 4 6 0"), or as words ("zero two four six zero"). The AI reads all of these as the ZIP (02460) and does not ask for it again; a ZIP+4 is its first five digits, and Canadian postal codes keep their letters. If one ZIP still cannot be read, the AI asks for that one ZIP only, once, and otherwise takes the town and street for that end. In the transcript you may see the ZIP written the odd way the call heard it; the order itself has the real ZIP.
If something goes wrong
- This call's recording can't be played right now. — try again in a moment.
- No recording or transcript for this call. — the call was too short, or recording is switched off.