Become a Pro at Smart Answering AI: Part 2

Feb 08, 2024

Part 2: Mastering Smart Actions

If you’ve got the basics down, it’s time to level up with Smart Actions.

Smart Actions respond to your customer’s requests in a way that feels personal and immediate.

First, identify what you need

Start simple. Which customer questions come up all the time? These are your clues for the Smart Actions that’ll make the most difference. Once you’re in the Smart Answering platform, look for the Smart Actions section. You’ll know you’re in the right place when you see options to create new actions.

Setting up appointments with SMS links

To let callers set up appointments when using your business’s AI voice assistant, use Smart Actions to send the caller a link to your web appointment page.

In the Transfers and Customer Self Service area, click on Add on the Make Appointment Label.

You’ll see the Make Appointment input screen:

Click on the carrot (v) and you’ll be given these actions:

Highlight Send SMS Self-service Link to Customer. You’ll see the area where you can input the Self-service link. Type in the URL for your web appointment page. Click Add

Smart Answering creates a new entry in the Make Appointment box and adds the URL to your appointment page.

Try testing your voice assistant to see if it downloads the correct SMS link to your appointment page.

Connecting to a live person

To enable callers to be routed to a live person, use the Smart Actions area of your AI Knowledge Base page: Transfers and Customer Self Service section, described above. 

On the Customer requests a human Label, click on Add.  The input screen opens.

Click on the carrot (v) on the Unknown input field and you’ll see these actions:

Note that you can use this dropdown menu to select a number of options for reaching a human:

  • Transferring a call to a specific number, which can be a mobile number, a second business line, or another non-mobile option.
  • Sending a SMS self-service link to the customer.
  • Notifying an employee via text for call back – alerts employee to reach caller using voice.
  • Notifying an employee via text for text back – alerts the employee to send a text back to the caller.

To transfer a call to a designated person that will answer the call live, Select Transfer Call to.

Next you’ll see a larger input box, as shown below. Type in the requested information.


Click Add.

The new Label is created with the mobile # to transfer the call to:

Message Collection with Follow-Up Questions

Engage with customers by offering them the option to leave a voicemail message. Our system not only records their initial message but also intelligently asks relevant follow-up questions to gather comprehensive information. This detailed interaction is then compiled and sent as an SMS to the assigned employee, including a link to the call transcript for easy reference.

To activate this feature, head to the “Transfers and Customer Self-Service” section of your AI Knowledge Base. Here, you can set up options for text back or call back, tailoring them to your business’s specific needs. This method is often more advantageous for most SMBs compared to direct call transfers, as it allows for the collection of detailed customer information before escalating to a personal interaction.

Click Add on the Customer requests a human Label. The input screen opens.

Click on the carrot (v) on the Unknown input field and you’ll see a few action options below. Highlight Notify Employee via Text for Text Back, then answer the questions about the employee. For your example, type in your phone number for notification.

Click Add. Smart Answering adds the new Label to your AI Knowledge Base.

Run a test to be sure your voice assistant responds correctly and sends you a text back message.

For Call Routing

Call Routing in Smart Answering allows you to direct incoming calls to the appropriate person or department within your organization.

  • Click ‘Add Action’.
  • Choose ‘Route Call’.
  • Specify the destination number (e.g., owner’s mobile phone).
  • Test it out and iterate

Activating Smart Answering for effective call forwarding

To fully harness the potential of Smart Answering, it’s crucial to set up call forwarding correctly. This process ensures that when customers call your business number, the calls are seamlessly redirected to your Smart Answering service. In the Smart Answering app, you will find comprehensive, easy-to-follow instructions tailored to your phone service type – be it a landline or mobile – and specific to your phone service provider. This guidance is designed to instill confidence and simplify the setup process.

  • To begin, access the call forwarding feature within the app. The app will guide you through the steps to input your Smart Answering number as the forwarding destination. Depending on your setup, the platform may ask you to select your phone provider and type of service to provide customized instructions.
  • Once you have configured the settings, conduct a test call to your business number. This step is crucial to confirm that calls are being correctly forwarded to the Smart Answering system.
  • Remember, our success team is always available to assist you through this process. Their expertise can help ensure a smooth transition and optimize the effectiveness of your Smart Answering service.

For setting up a personalized greeting

A personalized greeting is your AI voice assistant’s first impression, so it’s important to get it right.

  • In your Smart Answering platform, navigate to the settings or dashboard where you can edit greetings (screenshots in the app will guide you).
  • Use the ‘Edit Greetings’ option to personalize the message. Ensure it includes a warm welcome, a brief introduction of services, and the mandatory phrase “on a recorded line” due to privacy law.
  • Mention the range of queries your assistant can handle, like appointments, service details, and operational hours.
  • Test it out and iterate

Keep testing and refining

Now, bring in your team or friends and family for a real-world trial run. Their feedback’s your gold for refining these actions. Once you’ve collected feedback, make any tweaks to ensure your Smart Actions are as helpful as they can be. Keep the feedback coming in. It’s all about evolution, so as your business changes, your AI keeps pace.

For more on fine-tuning your voice assistant, take a look at Guide III. It covers the ins and outs of continuously improving your Smart Answering experience.

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