Agents & Call Handling
Understanding your AI agents, reviewing calls, and managing your phone presence
How Your AI Agents Work
Your AI agents handle inbound and outbound phone calls on your behalf. Each agent is configured by your agency with specific instructions, voice, and routing rules.
What Agents Can Do
- Answer common questions about your business
- Schedule appointments in real-time by checking your calendar
- Take messages and route urgent calls to you
- Provide after-hours coverage when your office is closed
- Send follow-up SMS messages after calls
- Transfer calls to the right person or department
Agent Assignment
Your account has an assigned agent (or multiple agents) configured for different scenarios:
| Scenario | Agent Behavior |
|---|---|
| Business hours | Answers calls with your standard greeting |
| After hours | Provides after-hours message and takes voicemail |
| Specific campaigns | Uses custom scripts for marketing campaigns |
Agent configuration — prompts, voices, and routing — is managed by your agency. If you need changes to how your agents behave, contact them directly.
Viewing Your Agents
The Agents section shows:
| Detail | Description |
|---|---|
| Agent name | Identifier for the agent |
| Status | Active, idle, or disabled |
| Phone number | The number callers reach this agent on |
| Voice | The AI voice used for calls |
Call History
The Call History section shows every call handled by your AI agents:
| Column | Description |
|---|---|
| Date/Time | When the call occurred |
| Direction | Inbound or outbound |
| Duration | Length of the call |
| From/To | Phone number of the other party |
| Outcome | What happened (booked, voicemail, no-answer, etc.) |
| Agent | Which AI agent handled the call |
Filtering Calls
Filter your call history by:
- Direction — Inbound, outbound, or all
- Outcome — Booked, voicemail, no-answer, failed
- Date range — From/to date pickers
- Export — Download as CSV for your records
Conversation Summaries
After each call, the AI generates a summary including:
- Key topics — What the caller wanted
- Actions taken — Appointments booked, messages captured
- Follow-up items — Anything that needs your attention
- Caller sentiment — Positive, neutral, or negative tone
Click on any call to view its full summary.
Call Stats
The call statistics view shows aggregated metrics:
| Metric | Description |
|---|---|
| Total calls | All calls in the selected period |
| Average duration | Mean talk time per call |
| Booking rate | Percentage of calls that resulted in an appointment |
| Missed rate | Percentage of calls that went unanswered |
| Peak hours | When you receive the most calls |
SMS Messages
If SMS is enabled for your agents, the portal shows message history alongside call records:
- Inbound and outbound texts
- Timestamps and delivery status
- Context from the originating call (if applicable)
Outbound SMS sent through Command require your confirmation. One-off messages won't be sent without your approval.
Making Calls
If your agency has enabled outbound calling, you can initiate calls from the portal:
- Go to Call History
- Click Make a Call
- Enter the phone number
- Select which agent should make the call
- The agent calls on your behalf and reports back
Using Command for Call Info
Ask Command about your call data:
- "How many calls did we get this week?"
- "Show me missed calls from today"
- "What was the outcome of the last call from 555-0123?"
Command can look up call records and stats directly.
Privacy & Compliance
- All calls are recorded and processed securely
- Your agency configures data retention policies
- You can request specific call recordings through the portal
- Data handling complies with applicable privacy regulations