Inbound calls
A customer service phone line that absorbs repetitive questions
Delivery times, returns, warranties, procedures: the agent handles the first level and keeps your team for the cases that need a human.
The sample call is shown on the French page: the agent takes calls in French today.
The problem, plainly
The same questions come back all day: where is my order, how do I return it, what is the warranty. Your team spends its time repeating itself, and customers wait on the line.
The customer service agent answers these questions immediately with your rules and transfers to the right person what it cannot handle.
What the agent uses during the call
- Answers from your rules
- Return conditions, warranties, delivery times, service hours.
- Call transfer
- To your team when the customer asks or the case requires it.
- Message taking
- A request to handle later, with the customer's contact details.
- Polite end of call
- The agent wraps up, says goodbye and hangs up. If someone asks not to be called again, it confirms and the number joins your opt-out list.
Getting set up
Everything is done from the dashboard, with no installation and no equipment.
- 1
Choose the “Level 1 customer service” template
Copy in your answers to the frequent questions and your useful links.
- 2
Define the cases to transfer
Dispute, angry customer, request about a specific order: you set the rule.
- 3
Test the difficult questions
The agent calls your mobile, before you plug in the line.
- 4
Follow the reasons for calls
The summaries show the questions that keep coming back, and what is missing from your help pages.
Frequently asked questions
Can the agent look up my orders?
No, not today. It answers with the information and rules you have given it, and transfers or takes a message for questions that need your software.
What does it do with an unhappy customer?
It stays courteous, offers to transfer to an adviser if you have switched that on, and otherwise takes a detailed message. In case of repeated insults, it ends the call.
Can it answer outside opening hours?
Yes, the agent answers at any hour. Outside hours, it can take a message instead of transferring.
How many minutes should I plan for?
It all depends on your volumes. The plans range from 200 credits per month (Starter) to 2,200 credits (Business); one credit is one minute of inbound call with the standard model. The dashboard shows your balance.
Other uses with inbound calls
Try the “Customer service” agent
Create the agent from this template and test it for free with 30 call credits. For this use case, the Pro plan (€149 excl. VAT per month) is a good starting point.