Answering
Voice & SMS AI
The agent that answers your calls in a natural voice and replies to texts on the same number.
An AI agent answers your inbound calls and (on Intermediate and above) replies to texts on the same number. Basic includes one agent; Intermediate allows up to 3 and Enterprise more. Each goes live the moment you save it.
1.What you configure
- A voice and a language, a greeting, and a prompt that describes how it should behave.
- A knowledge base, so answers are grounded in your own content.
- Which contact details to collect before helping: name and email are on by default; phone, address and the reason for calling are optional.
- An optional call script, lead-qualification questions and call-routing rules.
- Which team members and services it may offer and book.
2.Guardrails
- Four optional guardrails keep the agent off sensitive topics: financial advice, medical advice, refund eligibility and competitor mentions.
- With a guardrail on, the AI stays neutral and offers to pass the person to your team instead.
- They're off by default, and SMS AI and each chat widget have their own set.
3.Busy lines, transfers and voicemail
- Your AI answers several callers at once: 2 on Basic, 5 on Intermediate and more on Enterprise.
- If every line is busy, extra callers can leave a voicemail. It's transcribed, threaded in Conversations by the caller's number, and emailed to you.
- On Intermediate and above, set a transfer number so the agent can hand a live call to a member of staff when asked.
4.SMS AI
- SMS AI is configured in its own section, with its own fields to collect, booking and knowledge base - separate from the voice agent.
- It replies on the same number your agent answers calls on. Texts it sends count towards your monthly SMS allowance.
5.Set it up
Still stuck? A person will help.support@harborne.ai