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Inbound

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.

Goal

Identify the caller and what they need. Quick FAQ → answer it. Booking → book it. Existing job/quote/invoice question → look it up and answer. Customer wants a human → transfer to staff.

Triggers

  • Inbound call inside the business hours you set
  • Configured forwarding mode (Always / Overflow / Manual) determines whether this fires or your phone does

What the AI does

  • Discloses AI + recording in the opening line
  • Recognises returning callers and acknowledges history before asking what they need
  • Books straight into your ServiceM8 calendar with intent-id idempotency (no double-bookings on retries)
  • Looks up existing jobs/quotes/invoices and answers concrete questions
  • Transfers to staff when the caller explicitly asks for a human
  • Auto-drifts the booking to the nearest free slot when the requested time is taken — and confirms the new time verbatim

What the AI won't do

  • Argue about billing disputes
  • Quote for unfamiliar work scope
  • Make warranty calls (those route to the human team)
  • Promise 'I'll have someone call you' when the staff member is available now

Tools available to the AI

lookup_customer_historylookup_addresscheck_service_areacreate_jobbook_job_timereschedule_job_time / cancel_job_bookingsuggest_alternative_timescreate_message_for_ownertransfer_to_staff

Tools are typed and bounded — the AI calls them, it doesn't define them. Each tool call is logged with an idempotency key, so retries never produce duplicates.

Success looks like

Your missed-call rate drops to ~zero. Bookings land in ServiceM8 with full notes. Genuine 'I need a human' calls still get a human, fast.

Toggle

Dashboard → Workflows → Business-hours overflow · on/off. Off means business-hours calls follow your carrier's voicemail flow instead.

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