Knowledge
Team Settings -> AI Configuration -> Knowledge
Add hours, pricing, memberships, policies, service rules, and anything the AI should know before answering.
Customer guide
Get around Answering Agent without guessing where everything lives.
A simple first-pass guide for owners, managers, and front-desk teams. Learn where to see customer conversations, handle tasks, configure the AI, and turn on the channels your team uses.
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Start here
The dashboard is your home base.
When you sign in, use the left navigation to move between conversations, tasks, reports, contacts, phone numbers, and team settings. Most teams live in Tasks and Conversations day to day.
Daily dashboard
The four views most teams use first.
These pages cover the important operating loop: see what happened, handle what needs a person, improve missing answers, and check the trend.
Conversations
The live record of calls, chats, texts, and emails. Use it to review what happened and open the full thread.
Tasks
The work queue. These are follow-ups the AI created because a person should handle the next step.
Questions
Unanswered or repeated customer questions. This is where you spot gaps in the AI knowledge.
Reports
The high-level view of conversation volume, outcomes, categories, and team follow-up.
Tasks
Tasks are the things your team needs to do next.
The AI creates tasks when a conversation needs human follow-up: refunds, callbacks, complaints, membership issues, urgent escalations, or anything your setup says should not be handled automatically.
- Use status to keep work moving: new, in progress, on hold, completed.
- Assign a task when one person owns the follow-up.
- Open the linked conversation before replying so the customer context is clear.
Conversations
Every channel lands in one conversation history.
Use Conversations when you need the actual call, chat, text, or email thread. Filter by channel, read the summary, scan the transcript, and follow any tasks created from that conversation.
Phone calls
Website chat
SMS
Quick rule
If you want to understand what happened, open Conversations. If you want to know what to do next, open Tasks.
Configure the AI
Most AI behavior lives under Team Settings.
Owners and admins can update what the AI knows, how it sounds, when it creates work, and when it transfers to a person. Start with Knowledge before tuning anything else.
Voice
Team Settings -> AI Configuration -> Voice
Choose the voice, greeting, and speaking style callers hear when the AI answers the phone.
Tasks
Team Settings -> AI Configuration -> Tasks
Tune what should become a follow-up task, which details to capture, and when a human should step in.
Forwarding
Team Settings -> AI Configuration -> Forwarding
Control transfers and escalation rules for calls that should reach a person immediately.
Channels
Turn on the ways customers reach you.
Phone is the core experience. Website Chat, SMS, and Email each have their own setup screen so you can activate the channel, confirm the customer-facing details, and test that conversations land in the dashboard.
Website Chat
Team Settings -> Website Chat
Customize the greeting and quick replies, copy the install snippet, and confirm chats appear in Conversations.
SMS Texting
Team Settings -> SMS Texting
Submit carrier registration, choose the sender number, and turn on AI text responses when ready.
Team Settings -> Email
Verify your sending domain, forward inbound mail, enable locations, and turn on AI email responses.
Team setup
Invite people, control alerts, and check phone numbers.
Use Team Settings for admin setup and Account Settings for your own notification preferences. Keep phone number assignments current so people only see the work they should handle.
Members
Invite teammates, choose roles, and assign phone numbers or locations.
Notifications
Choose who receives task, conversation, question, and team alerts.
Phone Numbers
Review numbers, location labels, assignments, and routing setup.
Daily rhythm
A simple routine for launch week.
- 1Open Tasks and clear anything urgent first.
- 2Review Conversations for calls or messages that need context.
- 3Check Questions for missing pricing, policy, or location details.
- 4Update AI Knowledge when the same issue repeats.
- 5Use Reports weekly to see volume, categories, and follow-up trends.