AI phone number & call flow

Step-by-step instructions

1. 1 Confirm your hosted number

   After a voice package is active, the config page shows your provisioned AI number. This is the line callers should dial for the AI receptionist.

2. 2 Set phone greeting & agent name

   Edit Phone greeting (spoken on answer) and Assistant name. Preview voices before saving. Agent name is shared with website chat.

3. 3 Multiple callers at the same time

   FAQ: What if two (or more) people call while you are busy? Both get answered by AI. Each call is a separate session with its own greeting, tools, transfer, and transcript — not one shared conversation and not a “please hold for the only line.” Website chat and SMS are independent too. This is also a sales point for shops that miss overflow calls at the counter. Usage still meters voice minutes against your package and hard caps.

4. 4 Staff transfer (optional warm handoff)

   Enter the mobile or shop line where humans should answer. Callers must confirm they want staff. Choose Live connect (faster: staff answer with the customer already on the line) or Brief staff first (warm): staff hears a short summary, then presses 1 / says “connect” or presses 2 / says “no”. On decline or no-answer, the caller hears your chosen message and stays with the AI. Concurrent transfers stay isolated. Optional SMS/email notices are secondary.

5. 5 Call transcripts

   Enable email and/or SMS summaries after calls. Transcripts help you audit prices the AI quoted and review what happened before a transfer. Each concurrent call produces its own transcript. This is separate from the live phone bridge (which does not play a briefing to staff first).

6. 6 Special hours / early close

   Use Special hours / early close for half-days or one-off changes (e.g. “Friday we close at 2pm; closed Saturday”). This overrides regular company-profile hours on phone and chat. Prefer this field over burying the note only in FAQ knowledge.

7. 7 Online store preview / demo mode

   If your ExtraCoins storefront is in Preview mode (Company Profile → store settings), the AI Call Attendant and website chat automatically know. They will not send customers to shop online or text ExtraCoins product links. They explain that the online store is in preview and invite visitors to the physical shop or staff. Turn preview off when checkout is live and the AI will share product links again.

8. 8 Temporary closed / vacation

   Use Temporarily closed all day with optional date range and note. The AI will say you are fully closed even if regular hours say open. For early close only, use Special hours instead.

9. 9 Google Business verification (optional)

   When Google calls or texts a verification code to the AI number, use verification mode / SMS forwarding so staff receive the code. Product-link and transactional SMS use the platform messaging number, not always the AI DID.

10. 10 Forwarding from your main line (optional)

    You can forward missed calls or after-hours traffic from your main shop number to the AI DID. Test during closed hours first. Overflow from a busy floor is a good use case because the AI can answer several forwarded calls in parallel.