AI phone answering, run by FM

The phone rang. Nobody picked up.

12:30 PM, the front desk is swamped, and a customer wants to know if you cover their area. They hung up and called the next company on the list. FM builds and runs an AI that answers your business phone, says it's an AI and replies with what you approved. Anything that needs a person becomes a summary on your dashboard, for your team to call back.

Talk to Sofia now

She's the AI that answers our WhatsApp. She replies right away and books your call with our team.

I'd rather take the assessment online

Demonstration with fictitious data. Simulated call, no audio: the captions are the transcript.

  1. AI Ridgeline Heating and Air, good afternoon. This is the virtual assistant. I'm an AI, and this call is recorded. How can I help? 00:02
  2. Customer Hi. Do you guys cover Winter Park? 00:11
  3. AI We do. Winter Park is in our service area, and a technician can come out to your home for an estimate. 00:16
  4. Customer Great. To set it up, I'd rather talk to someone at the office. 00:27
  5. AI Of course. I've left your request with the team, with this number and your area. Someone from the office will call you back. 00:33
  6. Customer Thanks, bye. 00:47
  7. Call ended · summary on the Calls screen 00:52
  • Answered from the knowledge base
  • Contact in the CRM
  • Summary for the team

Sound familiar?

If one of these is yours, it's worth a conversation.

  • The phone rings while you're on a job

    I'm under a sink with the phone ringing. I can't drop one customer to pick up for another.

    People who call and get no answer don't leave a message. They call the next company on the list.

  • The front desk can't keep up

    Our office manager handles walk-ins, messages and the phone at the same time. Something slips.

    And what slips is almost always the call, because a call doesn't wait in line.

  • Nobody knows who called

    I see three missed calls and have no idea if it was a new customer, a supplier or a wrong number.

    No name and no reason means nobody calls back. And the new customer figures you didn't want the work.

  • After 6 PM, nobody picks up

    The office closes at 6. Anyone who calls at 7 to reach the lawyer hears it ring until it drops.

    Someone with an urgent problem calls the next firm that picks up.

At the voicemail beep, the customer hangs up and calls the next company. Callers want answers. FM's AI talks, answers and takes notes.

Voicemail and phone menus Asks the caller to press a number or leave a message. The customer's question goes unanswered.
FM phone answering Talks, answers from your knowledge base and leaves the summary ready for your team.

Illustration with fictitious data.

From the call to a time on the calendar.

Watch the call up front and what happens behind the scenes: knowledge base checked, contact in the CRM and, with your calendar connected, the time booked. If it can't confirm on the spot, the AI says the team will confirm and leaves a note on the contact.

Paige Miller
  1. AI Ridgeline Heating and Air, good evening. This is the company's virtual assistant. I'm an AI, and this call is recorded. How can I help? 7:42 PM
  2. Paige Hi. Do you do AC tune-ups? I'd like to book one. 7:42 PM
  3. AI We do. A tune-up starts with a technician visit to check your system. I have Thursday at 9 AM or 3 PM. Which works better? Source: Company services 7:43 PM
  4. Paige 3 PM. My name is Paige Miller. 7:43 PM
  5. AI All set, Paige. Tune-up visit on Thursday at 3 PM, under your name. See you then! 7:44 PM
  6. Paige Thank you! 7:44 PM

Demonstration with fictitious data. Paige doesn't exist. The operation does.

Your phone answered, and your team only steps in when needed.

The AI answers with what you approved, and every call becomes a summary on the dashboard. Transferring calls to a person is optional: FM turns it on if you want it.

  • Answers and introduces itself

    Says right at the start that it's an AI and that the call is recorded. Then the conversation goes on as usual.

  • Answers from your knowledge base

    Hours, service area, policies and services come from the same approved knowledge base that answers your chat.

  • Every call becomes a summary

    Recording, transcript and summary live on the dashboard. You read the summary instead of listening to the whole call.

  • Every caller becomes a contact

    Name, phone number and what was discussed go into the CRM. Next time they message you, the AI already knows what was said.

  • Books times, with your calendar connected

    Offers the open slots and books one. When it can't lock it in on the spot, it leaves a note for the team to confirm.

  • Transfers to the on-call person, if you want

    Customer asked for a person, or the AI couldn't resolve it? The call goes to the on-call person's cell phone.

Illustrative demonstration, with fictitious data.

Also answers WhatsApp calls

For customers who call through the WhatsApp app, the same AI can pick up, with the same knowledge base. It's optional, and FM turns it on when it makes sense for you.

See if this fits my phone line

Sofia, our AI, answers on WhatsApp. No cost.

It answers with what you approved. What it doesn't know goes to your team.

FM organizes your services, hours, service area and most common questions into a knowledge base for your company alone. The same knowledge base that answers your chat answers the phone. A new answer only goes in after your OK.

  • Changed your hours or a service? Update it in one place. The phone AI gets the updated knowledge base once a day.
  • When the knowledge base doesn't have the answer, the AI doesn't make it up. It says the team will call back and puts it all in the summary.
  1. Your customer line Set up by FM, one language per number
  2. Approved knowledge base Same as for messages, synced daily New answer approved
  3. AI Answers, says it's an AI and that the call is recorded
  4. Recorded, transcribed and summarized The caller goes into the CRM, with a memory of the conversation
  5. Booking, if connected Books on the connected calendar
  6. On call, if turned on Transfers to the on-call cell phone
  7. Missing answer Not in the knowledge base? FM brings you the answer to approve
  8. Your OK FM organizes, you approve Approved, added to the knowledge base
How the knowledge base works on the phone: FM sets up the customer line and builds the approved knowledge base, the same one used for messages, which the phone AI gets updated once a day. The AI answers, says it's an AI and that the call is recorded, and replies only from what was approved. Every call is recorded, transcribed and summarized, and the caller goes into the CRM. With the calendar connected, it books the time. If on-call transfer is turned on, it passes the call to the on-call person's cell phone. A question the knowledge base didn't cover stays in the summary, FM brings the answer, and it only goes into the knowledge base after your OK. Illustrative demonstration of the process.

The call ends. The record stays.

On the Calls screen of the FM dashboard you see who called, when, how long it lasted and who answered. Read the summary and play the recording, if you want. On a missed call, anyone FM has enabled clicks Call back and the AI returns the call, within business hours, and only to people who asked for a callback or gave consent. Nobody on your team configures anything.

Every caller is already in the CRM

The contact is saved with the summary and a memory of the call. Next time that customer messages you, the AI remembers what was said.

Ridgeline Heating & Air

Thursday, October 22

Calls

  • Today4 calls
  • To call back1 missed
  • Answered by AI3 calls
  • Paige MillerThu, 7:42 PM · 2 min 10 sWants an AC tune-up. Visit booked for Thursday at 3 PM. Answered by AI
  • Robert DavisThu, 12:15 PM · 3 min 40 sAsked for a copy of the inspection report. Transferred to the on-call person. Answered by AI, then a person
  • (407) 5••-•••• fictitiousThu, 8:03 AM · Missed Call back
  • Amanda ReedWed, 5:30 PM · 1 min 05 s · WhatsAppAsked about your hours and whether you cover Winter Park. Answered by AI
Every call with who called, how long, who answered and the summary. On a missed call, Call back has the AI return the call. Demonstration with fictitious data.
Ridgeline Heating & Air
Paige MillerThu, 7:42 PM · 2 min 10 s Answered by AI

Transcript Hide

AIRidgeline Heating and Air, good evening. This is the company's virtual assistant. I'm an AI, and this call is recorded.

PaigeHi. Do you do AC tune-ups? I'd like to book one.

AIWe do. A tune-up starts with a technician visit to check your system.

Calls from this contact
The summary, recording and transcript of every call, in one place. Demonstration with fictitious data.
Ridgeline Heating & Air
Paige MillerCalled the company number
Phone
(407) 5••-•••• fictitious
Source
Phone call
Call memory

Wants an AC tune-up. Booked a visit for Thursday at 3 PM. Next time she messages you, the AI already knows this.

Calls from this contact
Every caller is saved to the CRM, with the summary and a memory of the call. Demonstration with fictitious data.

A customer line, set up by FM.

You don't install anything. FM sets up the number, the language and what happens when the AI needs a person. The number details for your business are covered in the assessment and the proposal.

  • Number set up by FM

    FM prepares the customer line and gets the AI ready to answer. You just review the answers before it goes live for customers.

  • US English, Brazilian Portuguese or Italian

    Each number answers in one language. The language is set during setup, along with the knowledge base.

  • WhatsApp calls, if you want

    The same AI can also answer customers who call through the WhatsApp app. It's optional, and FM turns it on.

  • Alongside messages and email

    The knowledge base that answers the phone also answers your chat and writes email drafts. Calls have their own screen on the dashboard, separate from Conversations.

    How messages work How email works

Three phases. You hear it before your customers do.

  1. Free assessment

    You tell us who calls, why and who answers today. We tell you whether phone makes sense and where to start.

  2. Setup

    FM sets up the number, builds the knowledge base and agrees with you on what the AI handles and when a call goes to the on-call person. You call it, listen and approve before it goes live for customers.

  3. Operation

    FM reads the summaries, sees what the AI couldn't answer and brings you the answer to approve. The phone AI gets the updated knowledge base once a day.

Timeline set in the proposal, based on scope, access and the approvals needed.

Frequently asked questions

  • Does the caller know they're talking to an AI?

    Yes. Right at the start of the call, the AI says it's an AI and that the call is recorded. There's no FM call center of human agents speaking for your company.

  • Are calls recorded? Who listens?

    Yes. Every call has a recording, transcript and summary on the Calls screen of the dashboard. Whoever has access to that screen can listen and read, based on the department access you set.

  • Can a call be transferred to someone on my team?

    Yes, if you want. FM sets it up, and the call goes to the on-call person's cell phone when the AI can't resolve it or the customer asks for a person. By default, the AI answers, summarizes and your team calls back. FM can also turn on an alert to the team at the moment of transfer.

  • What if nobody is set as on call?

    The dashboard warns you that nobody is on call. FM works out with you who gets the calls and at which number.

  • Can the AI book appointments over the phone?

    Yes, with your Google Calendar connected and the rules agreed. It checks open slots, offers them and books once the customer picks one. If it can't confirm on the spot, it says the team will confirm and leaves a note on the contact.

  • Does it answer after hours?

    Yes, the same way it does during business hours. If the customer asks when you're open, it tells them. Anything that needs a person goes in the summary for your team to call back.

  • What if the AI doesn't know the answer?

    It doesn't make it up. It says the team will call back and puts the question in the summary. FM reads the summaries and brings you the answer to approve, and the next person who asks hears the answer.

  • Do I need to change my business number?

    FM sets up the customer line. How that works for your business is part of the assessment, and it comes in writing in the proposal.

  • Does it answer in other languages?

    It answers in US English, Brazilian Portuguese or Italian, one language per number. The language can't switch in the middle of a call.

  • Does it answer WhatsApp calls?

    It can, if you want. It's optional, and FM turns it on. The AI uses the same knowledge base as the phone.

  • Do calls show up with my chat messages?

    No. Calls have their own screen, Calls. The contact is the same in the CRM, and the AI remembers the call the next time that customer messages you.

  • Does the AI make sales calls?

    No. The AI only calls back when someone on your team, with the feature enabled by FM, clicks Call back on a missed call. Those calls go through safeguards: it only calls people who asked for a callback or gave consent, anyone who opted out is never called, the consent is logged and there is a minutes limit. Cold calling is blocked.

  • Who takes care of call data?

    Your company owns the data, and FM processes it on your behalf, under the contract. Michelle, an FM partner and security analyst, is in charge of it.

  • How is pricing set?

    By scope, after the assessment: how many calls come in, whether you add on-call transfer, booking or WhatsApp calls, and what FM runs for you. The numbers come in writing in the proposal.

Is it right for your business phone? Finding out costs nothing.

Message Sofia on WhatsApp and tell her how your company handles calls today. She understands your case in a few messages and, if it makes sense, books a free call with the FM team at a time that works for you. Sometimes the right answer is not yet, and then you leave knowing that.

Talk to Sofia now

She's the AI that answers our WhatsApp. She replies right away and books your call with our team.

I'd rather take the assessment online
Live test

Talk to Sofia now, the AI that answers FM's WhatsApp.

We don't have client logos to show you. We have our own AI, live, on our own number, answering from FM's knowledge base. On your business phone, the AI works the same way: your company's knowledge base, built and reviewed by the same team. Ask her anything and judge for yourself.

Message Sofia on WhatsApp

Opens FM's WhatsApp with the message ready. Sofia is an AI and replies by message.

Seen enough? Message Sofia on WhatsApp.