Client Guide
Phone Agent
Understand what your live phone agent does and how to review its performance
What The Phone Agent Does
The Phone Agent is the live voice agent for your business.
It can help with:
- answering inbound calls
- qualifying leads
- booking appointments
- giving business information
- handing off the right next step
It is one of the most important live workflows because it affects real callers in real time.
What You Should Look For
In client mode, focus on outcomes more than setup details.
Check:
- call activity
- booking results
- lead flow
- recent call history
- report summaries
Best Weekly Review
- Check whether calls are being answered.
- Check whether callers are turning into bookings or qualified leads.
- Review a few recent calls if something feels off.
- Compare the pattern to the last report period.
Where To Review It
Use:
- Dashboard for the quick summary
- Agents for visibility into live agent coverage
- Call History for call-by-call review
- Reports for trends over time
Signs The Agent Is Doing Well
- callers get the information they need
- bookings are being captured correctly
- lead flow feels steady
- call trends match what the business is experiencing
Signs Something Needs Attention
- callers sound confused
- booking numbers drop even when calls are still coming in
- business hours, offers, or answers sound outdated
- missed calls or weak handoffs start showing up repeatedly
When To Ask Your Agency For Help
Ask your agency when:
- the agent sounds wrong
- bookings are not being captured
- calls are being missed
- the business details are outdated
Best Expectation
Client mode is for review and feedback. Your agency usually handles the deeper voice, routing, and connection setup work.