Using the After-Hours Voice Agent
The After-Hours Voice Agent is an AI assistant that answers your phone calls when your team isn't available.
It holds natural conversations with callers, understands their request, and captures the information needed for your team to follow up.
Just like the website chatbot handles online conversations, the voice agent manages customer calls after hours and creates a service request for your team.
What the After-Hours Voice Agent Does
The voice agent acts as a virtual receptionist for your business when your office is closed.
It can:
Answer inbound calls outside your business hours
Greet callers with a custom message
Hold a natural voice conversation with the caller
Understand what service the customer needs
Detect emergency situations and respond appropriately
Create a service request from the call
Notify your team about the request
Generate a call transcript and summary for every conversation
When the Voice Agent Activates
The voice agent only answers calls outside your configured business hours.
During your normal business hours:
Calls ring to your team as usual.
After your business closes:
The AI voice agent automatically answers incoming calls and handles the conversation.
Your business hours can be configured in:
Company Settings → Business Hours
How the Voice Agent Works
The process happens automatically when a customer calls your business.
Step 1
A customer calls your business phone number after hours.Step 2
The AI voice agent answers the call and greets the caller.Step 3
The agent asks questions to understand what the customer needs.Step 4
The agent collects the caller's information and service details.Step 5
A service request is created and your team receives a notification.
Your team can then follow up with the customer the next business day.
Setting Up the After-Hours Voice Agent
To configure the voice agent, go to:
Agents Hub → After-Hours Voice Agent
From this page you can enable the agent and customize how it answers calls.
Step 1: Enable the Voice Agent
Use the toggle at the top of the page to turn the voice agent on or off.
When enabled:
Calls received outside business hours will be answered by the AI.
When disabled:
Calls will not be handled by the voice agent.
Step 2: Configure the Greeting Message
The greeting message is the script the AI reads when it answers the call.
Keep the message clear, friendly, and professional.
Example greeting message:
Hi, you've reached [Company Name]. Our team is currently unavailable, but I'm here to help capture your request. Can I start with your name?
This greeting helps set expectations while making the caller feel supported.
Viewing Call Records
Every call handled by the voice agent is automatically logged.
You can review the call details inside: Service Requests
Each call record includes:
Call transcript
A text version of the full conversation.Call summary
A short AI-generated summary explaining what the caller needed.Service request
The structured request created from the conversation.
This helps your team quickly understand the situation before following up with the customer.
Frequently Asked Questions
What if the caller has an emergency?
If the agent detects emergency language such as "my basement is flooding" or "I smell gas," it will acknowledge the urgency, provide your emergency contact number, and still attempt to capture the caller's details.
Can the voice agent schedule appointments?
The voice agent captures the customer's request and their availability preferences. Your team then confirms and schedules the appointment directly.
What happens if the caller hangs up early?
Any information collected before the caller hangs up is saved as a service request so the lead is not lost.
Are calls recorded?
The system stores a transcript of the conversation, not an audio recording. This allows your team to quickly read the details of the call.
Can I customize the voice or accent?
Voice customization options may be available depending on your plan. Contact support if you want to explore additional voice options.