Callers ask in plain speech; the agent answers out loud from your documents. Every call becomes a text transcript in your dashboard — and no audio is ever recorded.
Illustrative transcript — this is the shape of a call, not a recording
Agent: Thanks for calling Acme. How can I help?
Caller: What are your opening hours on Saturday?
Agent: We're open nine to two on Saturdays. Anything else I can help with?
Caller: Can someone call me back about a bulk order?
Agent: Of course — I've noted your request and a team member will follow up on this number.
Exactly this — the words, as text — is what your team sees: one conversation per call in the dashboard, titled with the caller's number, every turn transcribed. Escalated calls also appear in the escalations queue so the callback actually happens.
No — inbound only. The agent answers calls to your Twilio number; it never dials anyone.
No. No audio is recorded or stored — by us or on our instruction. Each turn is transcribed to text in the moment, and only that text transcript is kept, visible in your dashboard.
A neural text-to-speech voice (Amazon Polly’s Joanna, via Twilio). Replies are deliberately short spoken sentences — no URLs, lists, or “as an AI” filler — because the agent knows it’s on a call.
The agent tells the caller a team member will follow up, keeps helping if it can, and files the conversation in your escalations queue with the transcript and the caller’s number. There is no live call transfer today — it’s a callback workflow.
A Twilio account and a voice-capable number. Paste the Account SID, auth token, and number into the dashboard, then set the number’s Voice webhook to the URL shown. You can also set a custom phone greeting per integration.
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