Your Nedzo AI agent can answer every call, day and night. During office hours, it can pass a caller to your team. At night and on weekends, it handles the call itself, and a person on your team picks up where it left off the next morning. Here's how to set it up.
Say a caller rings a dental clinic at 9pm on a Saturday. Nobody is at the front desk. Without a plan, the call goes to voicemail. The caller hangs up and rings the next clinic on the list. With this setup, the AI answers, books the visit and passes the details to your team for Monday.
You need a Nedzo account with a phone number and an AI agent. It takes six steps.
Step 1. Check your time zone and office hours
Your hours run on your workspace time zone, so start there. Go to Settings, then Workspace, then General, and check the time zone.
Then open Settings, then Workspace, then Office Hours. Make sure your hours are set, and fix them if they're wrong.
These office hours apply to every phone number unless you give a number its own.
Step 2. Put your AI agent on the number
Open your agent and go to Deploy, then Phone. Connect the number your customers call. One agent can answer as many numbers as you have, so connect them all if you run more than one line.
Before you go live, give your agent what it needs to work alone at night. If you added your website at signup, it already knows what your site says. Connect your calendar, like Cal.com or Calendly, and add the Book a meeting action, so the AI can book visits while your office is closed.
Step 3. Set up the transfer to your team
In your agent, go to Train, then Procedures, then Escalation. Add a path that forwards the call to a number, like your front desk line, and pick the phone channel for it.
Every transfer is a warm transfer. Nedzo keeps the caller on the line and calls your teammate first. It gives a short spoken summary of who's calling and what they need. Your teammate can ask questions, and Nedzo connects the caller once they accept.
If nobody picks up, or voicemail answers, Nedzo doesn't transfer. It stays with the caller and keeps helping.
Step 4. Turn on Active Hours
Open the number on the Phone Numbers page and find Active Hours in its settings. By default, it uses your workspace office hours, shown as one short line and a strip of days, like "Mon to Fri, 9:00 AM to 5:00 PM".
Your AI agent answers the number at any hour. The hours decide one thing:
- Inside your hours, the AI can transfer a caller to your team.
- Outside your hours, the AI handles the call itself.
So a caller who asks for a person at 2pm on a Tuesday gets your front desk. A caller who asks at 9pm on a Saturday gets an AI that books the visit, answers the question or takes the details for Monday.
One line needs different hours? Say your sales line closes at 5 but your service line runs until 8. Click "Set custom hours for this number", turn each day on or off and set the start and end times. "Copy to other days" saves you clicks. To go back, click "Use workspace office hours".
Step 5. Send the night's calls to your team
Each night call needs to reach a person. Use one of these setups, or both.
Post a summary while the call runs
In your agent's training, go to Procedures and add a Take Action step with Send Message. Send it to a Slack channel, an email address or a phone number. In the message box, open the variable picker, go to Live Conversation and pick Summary. Nedzo writes a short summary of the call so far into the message, so your team knows who called and what they want without reading the transcript. Summaries need to be turned on for that agent.
Click Test to send it once and see that it works before a real caller sets it off.
Assign the call with a workflow
Build a workflow that starts on the Voice call ended trigger, and filter it to your agent. Then add one or both of these actions:
- Slack Message, to post the caller's name and request to your front desk channel.
- Assign Teammate, to give the conversation an owner. Nedzo emails that person a link to it.
By the time this workflow runs, Nedzo has already saved any name, email, phone and company the caller gave onto their contact, plus any data extraction items you saved to a contact field. Your Slack message can pull in details like the contact's name.
Step 6. Pick up in the morning
Your team opens Unibox. Each assigned call sits in its owner's Mine tab. Click the call to get the recording, a summary and the transcript. Press Call back to phone the customer.
Back to the dental clinic. The Saturday caller asked for a cleaning. The AI booked her for Tuesday and texted her a confirmation during the call. Before she hung up, a summary landed in the front desk Slack channel. On Monday at 9, the office manager opened Mine, saw the call and phoned her to confirm her insurance.
Start a free trial and set up after hours call answering on your first number.