AI Phone Line

• Office hours: your phone rings first. Press 1 to take the call. If you do not, the assistant picks up.
• Any other time: Daisy or David answers in one voice from the first word, and the greeting says the call is recorded: "Hi, thanks for calling [your agency]. This is Daisy, on a recorded line. What can I help you with?" A caller who asks whether it is a person is told no, it is the AI. It never claims to be human.
• It finds out what they need, takes their name, asks the questions their situation calls for, confirms the number to reach them, and closes the way a person does: what happens next, then goodbye.
• When a carrier or another business transfers a customer to you and nobody picks up, Daisy or David takes the callback details first: the customer's name and best number, then what they need. The request is marked "Transferred customer, call back now". Transfers from a carrier's own contact center line, such as Allstate's, are recognized from the number, so the assistant asks for the customer's own number instead of keeping the carrier's.
• A caller who needs to send a document in (a living trust, an inspection report, a lender's form) gets an email address on the spot: the email of the person next in line for service, the same person the request goes to, or your office's own inbox if you choose. The assistant spells it out once, offers to text it to them, and says it once more, slowly, if they cannot take a text.
• It speaks Spanish too, and switches the moment a caller does.

On a quote call the assistant asks your own quote questions, one at a time. On a service call it takes down what your office needs to handle the request: which policy, what is changing, the dates, and whether it is needed today. Then it files the call where your team works: a quote as a lead on your Sales Pipeline, service work as a request on the Requests page, each with a summary and the recording. It never quotes a price, never says whether something is covered, never changes a policy, and never takes a card or Social Security number. Anything that needs a licensed agent goes to one.

• Quotes become cards on your Sales Pipeline. On a quote call the assistant works through the same questions your website intake form asks (Front Desk → Questions), one at a time, so the agent can quote without a second call. The answers land on the card's Intake panel the way a web lead's do. Anyone in a hurry can stop early; the agent gets the rest. A call does not start Instant Quotes.
• Service work (ID cards, billing, a new car, a claim, a lender change) becomes a request on the Requests page, assigned to the person who handles that kind of work, with a Done link in the email.
• Everything is on Front Desk → History: who called, who worked with them (AI, Agent, or both), what happened, and the recording.
• While the assistant is on a call, a notice slides down in the app with a Take this call button that rings your own phone and hands you the caller (see below).

While the assistant is on a call, everyone on the team sees the notice with a Take this call button. Press it and your own phone rings. Answer, press 1, and you have the caller. The assistant steps off the call, and its notes are kept.

To set your phone, open Front Desk → Settings and find Your phone for Take this call. Type your number and press Verify. We call that phone right away and read out a 4-digit code. Type the code in and you are done. Everyone sets their own phone, and only their own. On that phone, save the office number as a contact so the call is never silenced as unknown.

If you have not set a phone, Take this call rings the office's phone that rings instead, and the notice says so. Either way, if the phone is answered and nobody presses 1 within about 8 seconds, the caller goes to voicemail, so a voicemail box or a call queue can never keep the caller waiting.

• Changes to how it talks are run against a scripted exam. The exam puts about fifty callers through the assistant, the hard ones included: someone who rambles, someone whose carrier gets misheard, a caller asking whether a fallen tree is covered, a robocall, a caller who switches to Spanish halfway. Each call is graded.
• It does not hang up on you. A gate checks each hang-up the assistant asks for. It refuses when the assistant has just asked the caller something, or has just said what happens next and the caller has not replied. The assistant ends a call on its own only for a robocall, a sales pitch, a wrong number, a caller who has gone, or a long silence after its sign-off.
• Numbers are read back one group at a time, and any number it has not heard before is confirmed once.
• The limits hold on every call. No price, no whether-you-are-covered, no policy change, no card number, no Social Security number. Anything that needs a licensed agent goes to one, and it says so.
• Real calls get graded. Real call transcripts are graded with the same judge the exam uses, and a person reads the report to decide what becomes a fix.

Front Desk → Settings holds everything:

• Who answers: office hours (the usual choice), ring me first all day, or the assistant always.
• Your hours and an away window for vacations.
• The phone that rings: verified with a test call, so calls can never be sent to a wrong number.
• Your phone for Take this call: each person's own phone, verified the same way. Everyone on the team can set theirs here, even when the rest of these settings are for owners and management.
• Assistant level: set by your package, not a switch. Solo runs the Standard assistant, with calls up to 15 minutes. The Full Package runs Elite, which can quietly check with a stronger model when a caller asks how something in insurance works, writes sharper after-call notes, and allows calls up to 20 minutes. Both count plain talk minutes; there is no multiplier.
• Voice: David or Daisy, with a sample of each.
• Guardrails: spam screening, usage alerts by email at 50, 80 and 100 percent of the month's minutes, a cross-sale switch with a slider for how assertive it is, and the off switch.
• Names and alerts: what the greeting calls your agency, what the assistant calls itself, and who gets the emails.
• Where callers email documents: the person next in line for service, at their own email (the usual choice), or your own inbox, such as docs@youragency.com. The card shows exactly what a caller hears right now. Your own inbox is also the backup when the person next in line has no email on file. The same address shows at the top of Front Desk with a Copy button, so your team can give it out too.
• Carrier numbers: the claims and billing lines the assistant may read to a caller who asks. Type them, or press "Find the numbers for me" and it looks them up for every carrier you list, with a source for each; when a carrier publishes no billing line, its main number stands in. The search takes a minute or two and keeps running if you leave the page. Nothing is saved until you press Save changes. Two switches let it put a caller straight through to a carrier's billing or claims line instead of reading the number, once it has taken their name and number; the call moves to the carrier and stays on your office number while they wait.
• Notes for the assistant: plain sentences it should know: who is in the office this week, closures, who handles what, anything to tell every caller.

Tell Agency AI what you did not like or what changed ("we're closed Friday for training", "set the away window through the 3rd") and it will show you exactly what it plans to change and ask before saving. It can also look up your carriers' claims numbers and hand them to the assistant once you approve them.

Does the assistant give advice? No. It explains what things are and how they usually work in general terms, then leaves anything about a caller's own policy to a licensed agent.

What if someone would rather leave a voicemail? They say so, and the assistant takes the message down word for word.

Who gets a document a caller emails? The person next in line for service, at their own email, and the request lands on that same person on the Requests page, marked "Waiting on a document by email to [name]" until it is marked done. If someone else took that turn while the caller was on the line, the request still goes to the person the caller was given. If you picked your own inbox, documents go there and the request goes to the next person in line as usual.

When does the caller get the address by text? Only when they say yes on the call. The text comes from your agency's texting number, names your agency, and goes out once. It is never sent to a landline, never to a number that opted out, and never in the evening or overnight (texts go out between 8 am and 8 pm).

Can I turn it off? Yes, the off switch under Guardrails. Calls still ring your phone and reach voicemail; nothing is ever left in silence.

How are minutes counted? Only the assistant's talk time counts, by the second, and only on calls it handled. Ringing, hold time, the minutes after it hands a call to you, spam and robocalls, anything under 15 seconds, and calls you answered yourself never count. Included minutes reset each month and do not roll over; minutes you buy keep for 12 months. You get an email at 50, 80 and 100 percent of the month's minutes, so running out is never a surprise. If you do run out, calls ring your phone and then go to voicemail, so no caller is left in silence. Turn on auto-refill and extra minutes arrive in blocks of 100 instead, and the assistant keeps answering.