AI phone calls and receptionists with SmallForce

SmallForce phone employees can help a business answer calls, gather information, follow approved instructions, and route the result into later work. Calls are managed as an organization capability rather than as commands in the public SmallForce CLI.

Set up a phone employee

Define the employee’s purpose, greeting, business knowledge, escalation rules, and the actions it may take. Provide accurate hours, locations, services, scheduling rules, and other frequently requested information through approved instructions and workspace files.

Connect or assign the intended phone number, then test common and difficult scenarios before directing real customer traffic to it. Tests should include unclear audio, unsupported requests, urgent situations, requests for a person, and questions whose answer is not in the approved knowledge.

Review calls

The Calls experience can show call status, participant information, duration, and available recording or transcript data. When recording and transcription are enabled, authorized users can review the source conversation, search relevant text, and ask an employee to prepare follow-up work.

Do not instruct a phone employee to invent policies or make commitments it cannot fulfill. Always follow applicable call-recording, consent, telemarketing, and industry rules.