The summary email

After the call, the callbot sends you an email with what happened. It is the easiest way to know what your customers do on the phone without listening to the calls.

How it works

A customer calls at 12:40 and books a table for four. Shortly after, an email arrives in your inbox with:

• Date, time and caller number (if visible).
• The reason for the call and the outcome: resolved, transferred, message left.
• The clear summary: what the customer asked, what the bot answered, the collected data (for bookings: name, people, time).
• The link to the recording, if recording is active.

What you need to do

1. Read the summaries: they are your window into the phone channel.
2. If a call went wrong, use it for a report: it already contains date, time and number, which is what we need to investigate. See Correcting the callbot.

Changing recipients

Recipients are agreed upon during activation and can be changed whenever you want: open a ticket indicating the new addresses. You can have different recipients for different outcomes, for example bookings to the dining room and messages to the office.

Limits

• The summary is made by the bot: in edge cases it may be imprecise. The recording is the official reference, if active.
• Call recording has privacy implications: see GDPR.

Frequent problems

• I am not receiving emails → check your spam; if there are none, open a ticket.
• They are going to the wrong person → request a change of recipients with a ticket.

From the app

The same summaries are in the app, with notifications: you can even do without the emails.