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When a person is needed

AI answers. A person calls back when it matters

When a caller needs a person, the assistant writes down their number and question, notifies your team, and your colleague calls the customer back. Transferring the call straight to a person and bringing in KCall operators are planned.

Request the 7-day trial

Trial: 7 days and 60 minutes, with no card. It starts at your first test call from your phone

Workspace screen: transfer destinations with working hours and the KCall operators card
Workspace with sample data (Georgian interface)

AI cannot solve everything, and should not try

  • Some calls need a person

    A complaint, a hard question, a decision: even a good assistant has to stop here and pass the matter to a person.

  • A call nobody follows up

    If the matter is not written down, the customer has to explain it again and your team does not know who to call back.

  • Nobody is there at night or at the peak

    Ten calls at once, or anything after nine in the evening: a human team cannot always cover it.

How it works today

  1. Step 1

    You decide who is notified and where

    A team member links the Telegram bot with a one-time link and receives the notifications.

  2. Step 2

    The assistant takes the request

    It does not promise the caller an exact time, or that the call was put through to a person. It says a member of staff will be in touch.

  3. Step 3

    The request is not lost

    The recorded matter and number stay on the call page, and your team gets a message in Telegram.

Three ways, one of which already works

Only the first is available today. The others are planned.

  • Works

    A message to your team

    The assistant keeps the request and notifies your team in Telegram. Your colleague calls the customer back.

  • Planned

    Direct call transfer

    The call goes to your colleague by phone number or an internal SIP or PBX route. Not switched on yet.

  • Planned

    KCall operators

    Live operators who have handled calls since 2016. This is a separate service with its own contract, and passing a call straight to them is not switched on yet.

Rules that never leave the caller hanging

Taking a request is not a single button. It is a set of rules.

  • No promise it cannot keep

    The assistant never says "you are connected", because we cannot put the call through to a person yet. It says a colleague will call back.

  • Number and matter are written down

    Your team sees who needs what and whom to call back.

  • A message to your team

    Your team gets a message in Telegram about each new request.

  • The conversation text is on the call page

    The call page shows what the caller said and what was recorded.

Today and once transfer is switched on

The first column works today. The others are planned.

  • Who follows up

    Today: message
    Your colleague calls back
    Planned: transfer
    Your colleague answers the call
    Planned: KCall
    KCall operators

  • Contract

    Today: message
    No separate contract
    Planned: transfer
    No separate contract
    Planned: KCall
    A separate contract

  • Hours

    Today: message
    Any time; your team replies in its own time
    Planned: transfer
    Your working hours
    Planned: KCall
    An agreed schedule

  • Status

    Today: message
    Works
    Planned: transfer
    Planned
    Planned: KCall
    Planned

Call → Action → Evidence

One call, from a request for a person to the message to your team. The example uses a fictional clinic.

  1. Call

    A caller needs a person

    I would like to talk to a person about this

    Inbound call

  2. Action

    The assistant takes the request

    • Wrote down the caller's number and question
    • Told the caller that a colleague will be in touch
    • Notified the team in Telegram
  3. Evidence

    What the call page shows

    Reason
    The caller asked for a person
    Recorded matter
    A question about a clinic service
    Team notification
    Sent in Telegram
    Next step
    The team calls back

ExampleDemo data: a fictional clinic and call.

Questions about handoff

Let's write your team notification rule together

Tell us who answers customers at your business and during which hours. We will talk about transfer and KCall operators when they are switched on.

Request the 7-day trial

Trial: 7 days and 60 minutes, with no card. It starts at your first test call from your phone

More modules

iCall is one platform: phone lines, knowledge, actions and evidence work together