How AllCalls answers, qualifies and escalates every call

Here's what actually happens, from the moment your phone rings to the moment you find out about it.

1. You set up a call divert

You keep your existing business number. In your phone or landline settings, you set a divert so calls come to us when you're busy, don't answer, are unreachable, or (if you want) all the time. It takes a few minutes, and the exact steps depend on your network or provider: see the FAQ for a walkthrough of the main UK ones.

If you answer your business calls in an app rather than the normal phone dialler, your number is probably on a cloud phone system, where the divert is set in the provider's own portal instead of by dialling a code. We cover that separately in call divert on a cloud phone system.

2. It answers, and says what it is

AllCalls picks up, usually within a couple of rings, with a greeting written for your business. Straight away it tells the caller they're speaking to an AI assistant, and if you've turned call recording on, it says so too.

3. It has an actual conversation

It asks for the caller's name, a number to call them back on, and why they're calling, plus any other details you've asked it to capture, such as postcode or job type. It reads everything back before moving on, so a mis-heard digit or name gets caught and corrected there and then, not after the caller's hung up.

If someone interrupts it mid-sentence, it stops talking and listens, the way a person would.

4. It answers from your FAQ, and nothing else

You give it the questions and answers you actually want it handling: your working hours, the areas you cover, whether you charge a call-out fee, that kind of thing. If a caller asks something that isn't in there, it doesn't guess. It says it'll pass the question on and someone will call back, rather than inventing a price, a date or a promise on your behalf.

5. It spots urgency, and handles safety properly

You set the rules for what counts as urgent for your business. Every AllCalls account has one rule built in regardless: if a caller mentions a gas leak, it tells them to leave the property and call the National Gas Emergency number, 0800 111 999, straight away, and to dial 999 if anyone's in danger. It then makes sure the call is flagged to you as urgent. It's not a substitute for the emergency services: it tells callers to contact them.

6. It transfers, or takes a message

If you've set up rules for it (certain hours, certain call types, or a caller who specifically asks), it can try putting the caller straight through to you or someone on your team. If nobody picks up within a short wait, it falls back to taking a message rather than leaving the caller hanging.

7. You find out straight away

Once the call ends, you get a push notification (and a text message too, if it's marked urgent) with who called, their number as a tap-to-call link, what they needed, and how urgent it looked. There's a written summary, and, if enabled, a recording and transcript, all saved against that call in your account.

8. You review, and mark it handled

Everything lives in your call log: search it, filter it, open any call to see the summary, listen to the recording or read the transcript, and mark it handled once you've dealt with it.

Setting it up in the first place

Before any of the above goes live, you go through a short setup:

• Tell it about your business. You can point it at your website and it'll pull out your services, hours, areas and any FAQs it can find, so you're not starting from a blank page. Then you go through a short conversational interview in your account to fill in the rest, confirming each section as you go.
• Add your key people. Names, roles, mobile numbers, emails, and how each person wants to be notified.
• Preview it. Before it ever answers a real customer, you can preview the greeting and run through a few sample exchanges, then call the demo line or send a test call to your own phone to hear it for real.

It only ever says what's in your profile and FAQ. The system that builds its instructions from your answers is fixed and consistent: it doesn't freestyle a script of its own.

Built for the calls your trade actually gets: see AllCalls for your trade, or check pricing.