Fieldwork has AI built into two places: the phone system and the Inbox. On the phone, Voice AI is a conversational voice agent that answers calls, qualifies callers as new or existing, verifies identity, answers business questions, captures leads, sends payment links, shares live technician tracking, transfers to your team, and handles after-hours calls — all automatically. In the Inbox, Enhance Reply helps your team write faster responses and Quick Actions suggests one-click shortcuts to the right record.

This guide covers how each feature works and how to set it up. Every feature is optional and turned off by default.

Voice AI is a conversational AI voice agent that answers inbound calls to your Fieldwork phone numbers. It sounds natural, speaks in short sentences, and handles the full call — greeting, qualifying the caller, answering questions, taking action, and wrapping up — without a human picking up.

When a caller reaches a Voice AI-enabled number, the agent picks up and greets them using your custom welcome message. It then asks whether the caller is a new or existing customer and routes the conversation accordingly.

​New callers. The AI collects the caller's name, service address, callback phone number, and reason for calling — one question at a time, in a natural back-and-forth conversation. If the caller asks a question about your business ("Do you treat termites?", "What do you charge for a general pest treatment?"), the AI answers using the knowledge you provide in the About Your Business field. Once it has the details, it closes with "I'll have the office follow up with you." A lead record is created automatically with the call recording and transcript attached, and it appears in your sales pipeline ready for follow-up.

​Existing customers. The AI verifies the caller's identity by asking them to confirm the street number of their service address on file. The caller gets up to three attempts. Once verified, the AI can:

If the caller cannot be verified (wrong street number, no address on file), the AI does not share any account details. It takes the caller's information verbally and lets the office follow up from the call summary.

​After hours. When the office is closed, the AI still answers. It lets the caller know the office is closed and offers to take a message or connect them to voicemail. Messages are captured in the call summary that posts to your Inbox. If voicemail is enabled, the caller can choose to leave a voicemail instead.

​Transfer requests. If a caller asks to speak to a person at any point — or sounds frustrated with the AI — the agent immediately offers to transfer. It never argues or tries to keep the caller talking. During business hours, it connects to your ring groups. After hours, it offers voicemail or takes a message.

Go to Settings > Voice AI.

Check Enable Voice AI. This is the master switch. After enabling it here, you also need to turn on the Voice AI toggle on at least one phone number in Settings > Telephony so the agent knows which numbers to answer.

Once both are on, Voice AI will answer inbound calls to those numbers as the first stage of your call flow — before ring groups and before your main account phone.

This is the first sentence the caller hears when the AI picks up. Keep it short and natural. For example: "Hi, thanks for calling Acme Pest Control. How can I help you?"

Maximum 500 characters.

Choose from several AI voices. Click Play Sample to hear each one before selecting. The voice you pick is used for all calls on all numbers.

This is how you teach the AI about your company. When a caller asks a question — "Do you treat termites?", "How much is a general pest treatment?", "What are your hours?" — the AI looks here for the answer. If the answer is not in this field, the AI will not guess. It will let the caller know and offer to have the office follow up.

Write plain facts — services you offer, pricing, business hours, service area, common pests, policies, and FAQs. Do not write instructions or commands. The AI already knows how to run the call. You are just giving it the reference knowledge it needs to answer questions accurately.

Maximum 4,000 characters. Start with the basics and add more over time as you hear callers asking questions the AI cannot answer. See the separate Voice AI — Business Knowledge Example article for a full template you can copy and customize.

Under Tools, you can enable or disable specific actions the AI can take during a call:

You can choose to save conversation transcripts for lead calls, customer calls, or both. Transcripts are attached to the lead or customer record so your team can review what was said.

Voice AI follows the business hours configured in Settings > Telephony. During business hours, the AI answers calls and can transfer to your team. After hours, the AI still answers but adjusts its behavior — it lets callers know the office is closed and offers to take a message or connect to voicemail instead of transferring.
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Enhance Reply is an AI writing assistant built into the Inbox reply box. It helps your team respond to customer emails and texts faster by rewriting a rough draft into a professional reply, or composing one from scratch. Replies are kept short and conversational — one to four sentences, plain text, no formatting — so they read like a real person wrote them.

Go to Settings > AI Features. Under the Messenger section, check Enable reply enhancement, then click Save settings.

Open any conversation in the Inbox. In the reply box you will see an enhance button (the sparkle icon). There are two ways to use it:

Refine mode. Type a rough draft — even a few words — and click the enhance button. The AI reads the customer's message, your draft, and the conversation history, then rewrites your reply. It keeps your intent and all specific details (dates, times, amounts, names) exactly as you wrote them. It only fixes tone, grammar, and structure. If your draft says "come back Thursday 2pm no charge," the AI turns that into a professional sentence without changing Thursday, 2 PM, or the no-charge detail.

Compose mode. Leave the reply box empty and click the enhance button. The AI reads the customer's message, looks up the customer's account data, and writes a complete reply from scratch. It pulls in real details — appointment dates, invoice amounts, service addresses — so the reply is accurate and specific, not generic.

After the AI generates a reply, it appears in your reply box. You can edit it before sending, click enhance again to refine further, or delete it and start over. Nothing is sent until you click Send.

Enhance Reply also works when starting a new conversation. Click Create a New Message, enter a contact, type a rough draft or leave it blank, and click the enhance button. The AI composes a reply based on the customer's account data and whatever you typed.

When composing or refining a reply, the AI looks up real-time data from the customer's account to write an accurate, specific response. It does not guess or make up details — every fact in the reply comes from the customer's actual records:

The AI only accesses data belonging to the customer tied to the conversation. It cannot see other customers' records.

If Quick Actions has already proposed an action on the same message (for example, a reschedule button), the AI sees that too and can reference it in the reply — "I've attached a button to reschedule your appointment" — so the reply and the action work together.

Below the checkboxes on the AI Features settings page, there is a text box labeled Enhance Reply training instructions. This is where you teach the AI how your company communicates.

These instructions influence the tone, phrasing, and style of every AI-generated reply. They do not override safety rules or change how the AI looks up data — they only affect the words it chooses.

Write your instructions as plain guidance. Describe how you want replies to sound, what phrases to use or avoid, and any company-specific conventions.

Always sign off as "The Acme Pest Team."

Keep replies short — two to three sentences max. Our customers are busy.

Use a warm, friendly tone. We are a family-owned business and our communication should feel personal, not corporate.

When confirming an appointment, always include the date, the time window, and the technician's first name if available.

When a customer asks about pricing, do not quote exact numbers. Say "I'll have our office follow up with a quote" instead.

Never use the word "unfortunately." Replace it with something neutral like "at this time" or just state the fact directly.

If a customer mentions a pest emergency (active infestation, health concern, large swarm), treat it as urgent. Acknowledge the urgency and let them know we will prioritize their request.

Do not offer discounts or promotions unless the customer specifically asks about them.

Be specific. "Be professional" is vague. "Keep replies to two or three sentences, use the customer's first name, and sign off as The Acme Team" gives the AI clear guidance.

Include your sign-off. If your team always signs emails a certain way, put it here. The AI will include it in every reply.

State what to avoid. If there are words, phrases, or commitments your team should never make in writing, list them. For example: "Never promise same-day service in a reply" or "Do not discuss chemical names with customers."

Cover common scenarios. Think about the messages your team handles most often — reschedule requests, billing questions, complaints, appointment confirmations — and write a line or two about how each should be handled.

Update over time. Read a few AI-generated replies each week. If you notice the AI saying something you would not say, add a line to the training instructions to correct it. The change takes effect immediately.

When Quick Actions is enabled, the AI reads every incoming customer message and proposes up to three one-click action buttons directly below the message. These buttons link to the relevant record in Fieldwork so your team can take action without searching, without leaving the conversation, and without typing.

Quick Actions only analyzes messages from customers. Your team's outgoing messages and system messages do not trigger proposals.

Go to Settings > AI Features. Under the Messenger section, check Enable quick actions on messages, then click Save settings.

When a customer sends an email or text, the AI analyzes the message in the background. Within a few seconds, action buttons appear below the message if the AI identifies something actionable.

Each button is labeled with what it does — for example, "Reschedule WO 1001 to Jun 4, 3:00 PM" or "Edit invoice" — and links directly to that record in Fieldwork. Clicking the button opens the record in a slide-out panel on the same page so you do not lose your place in the conversation.

The AI can propose up to three actions per message. If the message is not actionable — "Thanks!" or "See you Thursday" — no buttons appear. The AI only proposes actions when it has something useful to offer.

A customer texts: "Can we move my appointment to next Thursday?" The AI identifies their next scheduled work order, runs the route optimizer for Thursday, finds the best available slot based on technician proximity and existing routes, and proposes a "Reschedule WO 1001 to Jun 4, 3:00 PM" button. Your team clicks it, sees the optimized time pre-filled, and confirms.

A customer emails: "I think I was double charged on my last invoice." The AI proposes an "Edit invoice" button linked to their most recent invoice so your team can review it immediately.

A customer texts: "We changed our gate code to 4455." The AI proposes an "Edit service location" button linked to the service location, so your team can update the access notes.

A customer emails: "Can we reschedule?" without specifying a date. The AI finds their upcoming work order, runs the optimizer, and proposes the closest available slot to the original appointment time.

A customer has two upcoming appointments and texts: "Move my Wednesday visit." The AI identifies which of the two work orders falls on Wednesday and proposes a reschedule for that specific one.

Action buttons appear as small pill-shaped buttons with a sparkle icon below the customer's message. They look distinct from the message text so your team can tell at a glance that they are AI suggestions, not something the customer wrote.

Clicking a button opens the record in a slide-out panel without navigating away from the Inbox. For reschedules, the panel shows the scheduling view with the optimized time already filled in and the route impact visible. Your team can adjust if needed, confirm the change, and close the panel — all without leaving the conversation.