AI Features — Voice
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
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.
What It Does on Every Call
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.
Turning It On
Go to Settings > SMS & Voice Calls.
Under Voice Call Handling, click Manage Voice AI. Check Enable Voice AI and press Save, then Back to Telephony. 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. Under Phone Numbers, select Voice AI for at least one phone number 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.
Welcome Greeting
Under Voice Call Handling, click Manage Voice AI. 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.
Voices
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.
About Your Business
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. Start with the basics, then add more over time as you hear callers ask questions the AI cannot answer. See the separate Train Your Voice AI article for a full template you can copy and customize. Maximum 4,000 characters.
Call Transcripts
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.
Call Processing
Summarize call — After each call, the AI generates a summary and posts it to your Inbox. Your team sees what the caller wanted without listening to the recording.
Derive call sentiment — Flags whether each caller sounded positive, neutral, or upset, so you can spot unhappy callers at a glance.
Tools
Under Tools, you can enable or disable specific actions the AI can take during a call:
Capture unknown callers as leads — When someone calls from a number not in your customer database, the AI collects their name, service address, callback number, and reason for calling. The AI automatically creates a lead record with the call recording and transcript attached, and it appears in your sales pipeline ready for follow-up.
Transfer call to a human — The AI hands off the call to your team when the caller asks for a person or sounds frustrated. The call routes to your ring groups like a normal inbound call.
Send payment link by SMS and/or email — After verifying the caller's identity, the AI looks up their most recent unpaid invoice and sends a secure payment link by text or email — whichever the caller prefers. The caller can tap the link and pay immediately without waiting on hold or being transferred.
Send tech location link by SMS — After verifying the caller's identity and confirming today's appointment status, the AI offers to text the caller a live tracking link. The caller can see their technician's real-time location on a map and estimated arrival time right from their phone.
Business Hours
Voice AI follows the business hours configured in Settings > SMS & Voice Calls. 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.
For information about Fieldwork's Enhance Reply, an AI writing assistant built into the Inbox reply box, see AI Features- Inbox Receptionist/Enhance Reply.