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 regular 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).

Data remains acquired

What the caller says once is not asked again: quantity, product, and reason for the call remain acquired throughout the conversation. A confirmation is only requested when there is real ambiguity. The same applies to identity: once the company or person has been identified and verified, it remains so for the entire call. Reference data (for example, an order number) is asked for once: if the caller does not have it, the conversation continues with the available information without insisting.

When data does not match

If two pieces of data do not match (for example, a reference number that does not correspond to the given name), the voice reveals nothing about what has not been verified: this is a deliberate protection, not a block. The handling remains natural: the voice says that something does not match and asks to re-verify the data, just as a person at a reception desk would do.

Limits

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

Frequent problems

• The bot hung up for no reason → report the day, time, and caller number: see Problems.
• 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 from the app.