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Outbound & Inbound Voice Calls via Structurely AI
Outbound & Inbound Voice Calls via Structurely AI

Interested in making + receiving voice calls using your Structurely AI Assistant's phone number? Here's how that works!

Emma Holmes avatar
Written by Emma Holmes
Updated over a week ago

👉 Outbound Calls:


Within the "Messages" section of your HomeChat account, you have the option to reach out by phone at any point during a lead conversation! ☎️

When viewing a specific lead's conversation history, you will have these options available to you - including the "Call" button as shown below:

The call will be initiated by your AI Assistant and connected to you before the lead is dialed in, so that the lead sees the number that they have been communicating with via text.

A transcription and audio recording of the call will be available within HomeChat once the call has completed. 🎉

⚠️ If you’d like to verify the phone number you have on file for these outgoing calls, that can be viewed under “My Account” within your HomeChat settings here:


👉 Stages of a Voice Call:

Disposition:

The result of the call - this is currently established (automatically) as one of the following:

  • Answering Machine

  • Appointment Set

  • Call Back Later

  • Connected (call successful)

  • Did Not Leave Voicemail

  • Do Not Contact (opt out)

  • Left Voicemail

  • Not Interested

  • Wrong Number

The disposition value and call status will also be passed along to your CRM! 🙌


Agent:

  1. Initiated = AI assistant is reaching out to you, the agent or rep (you'll need to answer this call)

  2. Answered = Agent/Rep has successfully joined the call

Customer:

  1. Initiated = System is dialing the lead, using the AI assistant’s phone number

  2. Answered = Reached call completion, either the lead has picked up the phone or you were redirected to their voicemail

Is Active:

  1. Yes = There is an ongoing call with the lead

  2. No = Call has ended, no longer actively speaking with the lead

No transcription data or recordings of the call will be available

until the phone conversation is complete.


👉 Transcription Data + Audio Recording

You will have the option to view the transcription, listen to the audio, or download a copy of the audio recording once a call is complete by selecting the “View transcription and recording” option.

Once the “Call Details” window pops up, you can read over / scroll through the transcription or select the “Listen to call” button for further audio options.

📁🔈 By selecting the menu icon, you will be able to download a .WAV copy of the audio recording or choose a preferred playback speed (either faster or slower than the original)


👉 Inbound Calls:

If a lead attempts to call your Structurely AI assistant directly, that incoming call will be transferred to the phone number that you have on file for your agency/company.

A transcription and audio recording of the call will also be available within Homechat once the call has completed. 🎉

⚠️ If you’d like to verify the phone number you have on file for incoming calls, that can be viewed under “Agency Settings” within your Homechat settings here:


Did you know Structurely also facilitates Live Transfers? Learn more >

Questions or issues? Shoot us a message via the little floating live chat bubble in the bottom right of this page 😃

Or you can send an email to help@structurely.com and we will get back to you!


🚀 The Structurely Team

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