How a call works

What happens from the moment a customer dials your number until they hang up. Knowing how a call is structured helps you understand summaries and report issues correctly.

How it works

A customer calls to find out if there is space tonight. The call goes like this:

1. Answer. The bot answers immediately, introduces itself with your company name, and says it is an automated assistant.
2. Listening. The customer speaks normally, as they would with a person. The bot understands the question even if it is phrased colloquially.
3. Response. The bot responds with a voice, using information from your knowledge base and the actions defined in the workflow: it can provide information, take a booking, or collect a message.
4. Back and forth. Steps 2 and 3 repeat as needed. The customer can interrupt the bot while it is speaking, just like on a phone call.
5. Closing. The bot says goodbye and hangs up. If configured, a summary email is sent to you.

If the customer asks for a person, or the bot realizes it cannot help, the transfer is triggered.

What you need to do

Nothing during the call. Your work happens before (good content in the knowledge base) and after (reading summaries and reporting errors).

Limits

• On the phone, responses must be short: the bot summarizes, it does not read entire documents.
• Proper names, addresses, and codes dictated by voice are the most delicate part: see Audio.
• The bot manages one conversation per call: if the customer changes the subject completely five times, quality drops.

Frequent issues

• The bot hung up for no reason → report the day, time, and caller number: see Problemi.
• The customer was speaking and the bot responded to something else → it could be background noise: see Audio.

From the app

Every call is in the app: read the summary and listen to the recording, if active. See Callbot dall'app.