Smart Call Routing & On-Call

The right person, at the right time.

Callers can reach your team with one key press during business hours. After hours, real emergencies and your VIP clients ring whoever is on call — until someone presses 1 to take it.

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Demo line (401) 417-4142 answers as Summit Roofing, a made-up roofing company. Try booking an estimate.

Diagram: a call reaches Ava. In business hours, pressing 1 rings your team. After hours, emergencies ring the on-call person. If nobody answers, Ava takes a message. Callerany time Ava answersasks & books Your teampress 1, open On-callafter-hours SOS Message takenif nobody answers

Routing rules

Simple rules you control.

Press 1 or ask for a person

During business hours, the call rings your transfer number — or your ring list of up to 4 people, one at a time.

Press 1 to accept

With a ring list or rotation, each person hears who’s calling and why, and must press 1 to take the call. Voicemail can’t take it — Ava moves on to the next person while the caller holds.

Nobody free? A promised call back

If nobody takes the call, the caller comes back to Ava. With a ring list or rotation, she promises a call back within the time you set — 5 to 60 minutes, 10 by default — and the call goes on your Critical calls board.

After-hours emergencies

Ava decides what counts as an emergency for your type of business, gets the essentials, then rings your on-call team.

Daytime calls and after-hours on-call

Daytime calls: a ring list of up to 4 people, rung in order, the same every business day. After-hours on-call: a weekly rotation — a primary and up to 3 backups — plus a default after-hours number for any week without a rotation.

VIP callers

Mark your priority clients in the portal. Ava greets them as a priority client, skips Storm Mode, and sends them straight to your team — even after hours.

Your business hours

Set hours for each day. Outside them, only emergencies and VIP callers are transferred.

Not an emergency service

If someone is in danger, Ava tells them to call 911.

Related

Keep exploring.

VIP callers

Mark your priority clients. They skip Storm Mode and go straight to your team — even after hours.

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On-call chain

After hours, emergencies ring your on-call person, then up to 3 backups. Each must press 1 to take the call, so voicemail can’t.

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Slack and Google Chat alerts

Call summaries, critical calls and overdue callbacks, posted to the channel you choose.

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Hear it answer a call.

Call the demo line as if you were a customer. It answers as Summit Roofing, a made-up roofing company.

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