Set up AI context collection for phone calls
Give agents the caller’s reason for calling before they answer, using the configured phone assistant.
Reviewed against the implementation · 2026-10-30
Choose where AI helps
Open Settings → Phones → Phone AI. Assign the assistant to the intended department, number or extension. Review more specific assignments because they can override a department default.
Describe its job
Tell message AI what the assistant may do, what information to collect and when to hand off. Review the resulting plan and resolve required questions before activation. Select and preview its voice. Only grant actions that your business wants the assistant to perform.
Keep the greeting and queue in order
Configure your recorded greeting and call flow separately. For context collection, the greeting should finish before AI asks its question. The Inbox shows Speaking with AI while that interaction is active. Once it finishes, the caller waits with the selected music and an eligible agent can take the call.
Review context before answering
Open the incoming call in the Inbox to see the available AI context. Take Call connects the selected answering device. A desk phone should ring after that action for a queued call; direct extension calls follow their own routing.
Test the whole handoff
With a permitted test caller, check the greeting, selected voice, name and reason collection, acknowledgement, hold music and agent takeover. Repeat with a request for a human and with an unavailable action. Check saved context after hangup. Service availability and transcription processing can affect the result; no fixed response time is guaranteed.