Home/How it works
Ring to review
What happens between the phone ringing and the review request.
The whole path, with nobody needed in the middle of it. Press run and watch a booking happen, or walk it one node at a time. Flip the switches and the branches that will not run grey themselves before anything plays.
The flow
Run a call through it.
One call, end to end
-
01
Voice
The call arrives
The organisation's number rings. Nobody has to be at a desk, and the caller waits in no queue.
-
02
Voice
The bot answers
It picks up, greets the caller in the organisation's own words, and checks whether the number is already known.
-
03
Knowledge base
It answers from the database
Services, hours, prices, location. Every answer comes from the organisation's own records rather than from a guess.
-
?
Decision
Does the caller want an appointment?
The call either turns into a booking, or it ends as a logged enquiry with the organisation told what was asked.
If no A written summary of the call reaches the organisation, and the flow stops here.
-
04
Voice
Open slots get offered
The bot reads live availability and offers real times, so nothing gets promised that the diary cannot hold.
-
05
Voice
The slot gets booked
The caller picks a time. The bot holds it, reads it back, and confirms it before the call ends.
-
06
Calendar
The calendar gets written
The appointment lands in the calendar the team already keeps, with the caller's details attached to it.
-
?
Decision
Is a WhatsApp number on file?
The confirmation travels by whichever channel will actually reach the client, carrying the date, time and address.
If no The confirmation goes by SMS instead, and the rest of the flow carries on unchanged.
-
07
Message
The organisation gets told
A message to the organisation's own number: who booked, for when, and what they asked about on the call.
- Time passes until the appointment day
-
08
Voice
The bot calls on the day
A short call to check the client is still coming, early enough that the slot can be refilled if they cannot.
- The appointment finishes
-
09
Message
The review request gets sent
A message after the visit asking for a review, on the same channel the client already replied to.
- Steps
- --
- Calls placed
- --
- Messages sent
- --
- Answer to booked
- --
Voice Message Data
Illustration of the sequence. The clock is scripted rather than measured, and the caller number belongs to the range reserved for fiction.
Setting it up
What it needs from the organisation.
- A number for it to answer, or a redirect from the number already in use
- The answers it should give, in whatever form they already exist
- Access to the calendar that holds the real availability
- A WhatsApp business number, where confirmations should travel that way
- The name of whoever should receive the booking alerts
Limits
Where a person still steps in.
- Anything the knowledge base cannot answer gets passed to a person, with the call summary attached
- Complaints, and anything that sounds urgent, go straight to a human rather than into a booking
- Every call is recorded as a written log, so nothing happens that cannot be read back later
- A caller who asks for a person gets one. The bot never argues the point
How many calls go unanswered each week?
That number is usually the whole business case. A short call is enough to work it out together.