Workflows.
Each workflow is a focused conversation type with its own goal, tools, and success criteria. The router picks one per call based on direction, time-of-day, and the caller's intent. You can toggle any workflow on or off without affecting the others.
Inbound
Triggered by customers ringing your number. One of these answers depending on whether you're in business hours.
Owner line (admin assistant)
When YOU call your own number, the AI recognises you and acts as your admin assistant — read back what's on, and make reversible changes (reschedule, cancel) hands-free, with a verbal confirm.
Live product demo
The public 'ring this number and try it' line. A caller (usually a tradie sizing it up) experiences exactly what their own customer would — they describe a plumbing job and the AI books it in. When they break the fourth wall ('is this AI?', 'how do I get this?'), it answers honestly, points them to office-voice.com, and captures their number for follow-up.
Trade check-in (inbound)
When a subcontractor on one of your jobs rings in to self-report — 'running behind at Smith St', 'all done with the rough-in', 'can't make Thursday' — the AI recognises them, captures the status, and writes it back to the job so you and the office stay current. Part of the Coordination product.
After-hours answering
Picks up calls outside your business hours, triages urgency, books emergencies or takes a message.
Business-hours overflow
Answers calls during your business hours when you can't pick up — books jobs, answers FAQs, transfers when the customer wants a human.
Outbound
Triggered by the campaign engine — quotes you sent, invoices that are overdue, jobs booked for tomorrow, jobs completed yesterday. DNCR checks run before any outbound dial.
Trade confirm (day-before)
The day before a job, the AI rings each subcontractor to confirm they're attending and can get on site — SMS-first, voice on no-reply — and writes the result back so you know what's locked in (and what's slipping) before the morning. Part of the Coordination product.
Quote follow-up
Rings the customer ~24 hours after you sent a quote — confirms they got it, answers high-level questions, books the work or schedules a callback.
Invoice chaser
Rings customers about overdue invoices, sends the payment link mid-call, or captures a specific date they'll handle it.
Schedule confirmer
Rings the customer the day before a booked job to confirm, give the arrival window, and catch reschedules before the truck rolls.
Reschedule (disruption)
When something goes wrong your end — a tech off sick, the day running badly behind — it rings the affected customers to apologise and move their booking.
Feedback collection
Rings the customer the day after a completed job — a 30-second courtesy check-in that captures sentiment and surfaces reviews from happy customers.
Maintenance check-in
Rings existing customers about a year after their last job — references the work warmly and offers the annual services your business actually does (aircon service, gutter clean, termite inspection).
Annual check-up
The real-estate reactivation call (workmylist): rings a past client or database contact about a year on, reconnects like a trusted local, and — only on genuine interest — offers a no-obligation market update or appraisal.
SMS callback
When a customer texts asking to be rung, the AI calls them straight back and picks up exactly where the SMS thread left off.
How the router picks
By the time a workflow runs, the orchestrator has already resolved direction (inbound vs outbound), checked business hours, looked up the caller in ServiceM8, and run intent classification on the first turn. The workflow itself doesn't know it's inbound or outbound — it just runs its conversation. That's why the same workflow can handle both a campaign-triggered outbound call and an inbound call where the customer mentions the same topic mid-call.
For a deeper look at how prompts compose, see Configuring the AI → Composition order.