AiDial answers your calls, works out what each caller needs and sends them to the right place. That might be the right person in your team, whoever is on call, an answer AiDial can give straight away, or a message your team receives by email or SMS. You choose the people, the lines and the hours.
Instead of listening to a list of options and pressing buttons, callers explain what they need in their own words. AiDial works out the reason for the call, such as a new enquiry, an existing booking, an account question or a complaint, and sends it where it belongs. It follows the routing rules you agree with us, so each type of call goes to the right person, the right team or the right next step. Already using a phone menu? See how AiDial can replace it with AI IVR.
You decide who can receive calls. A destination can be a named person, such as your practice manager or sales lead, or a shared line for a team, such as accounts or bookings. Each one has a short description of the calls it should take, so AiDial can match each caller to the right destination. You can also set a back-up order: if your first choice declines or doesn’t reply, AiDial tries the next person on your list. AiDial only puts callers through to the people and numbers you’ve approved, and with a warm transfer your team member hears who’s calling and why before the caller is connected.
Many calls are routine: opening hours, prices, directions or booking an appointment. AiDial answers questions from the information you’ve approved and can book appointments when it’s connected to a supported booking system or calendar. Calls that can wait become messages, so your team only gets the calls that need them. Learn more about our AI receptionist.
Routing changes with the time of day. During business hours, AiDial puts callers through as agreed. After hours and on public holidays, it takes a message so your team can follow up when you’re open, unless the call is for a line you keep open, such as your on-call line. Public holidays follow your state’s calendar, and you can add temporary closures yourself in the AiDial Portal, such as an afternoon of staff training. Each person or line can also have its own schedule, so a part-time team member only receives calls on their working days.
Some calls can’t wait for a callback, such as a burst pipe, a tenant locked out of a property or an unhappy client. You tell us what counts as urgent, and AiDial puts those callers through to whoever is on call, day or night. Keep your on-call roster in the AiDial Portal: choose who covers each period, such as this week or this weekend, from your approved team, and a back-up line takes calls whenever no one is rostered. Routine calls are handled as usual. AiDial uses the urgent-call wording you approve and doesn’t assess medical or safety emergencies.
If no one can take the call, AiDial lets the caller know and takes a message with their name, best contact number and what the call is about. The message goes to the person or team the call was meant for by email, SMS or both, so the right person can call back. Callers get a clear answer instead of waiting on hold.
Good call routing starts with how your business already works. We map it out with you, set it up and test it with you before it goes live. These four steps cover most of it.
Plain call forwarding passes a call to another number without first understanding why the caller is ringing. A phone menu (IVR) asks callers to press buttons and relies on them choosing the right option. AI call routing, also called smart call routing or intelligent call routing, answers first, understands the request and then sends the caller to the right person, an answer or a message. If you only need calls passed to another phone, automated call forwarding may be enough.
Every business routes calls a little differently. Here are some common set-ups. To hear AiDial for yourself, try our AI receptionist demos.
AI call routing is when an AI receptionist answers a call, works out what the caller needs and sends them to the right place, such as a person in your team, an answer or a message. It’s also called smart call routing or intelligent call routing.
AiDial listens to what the caller says and matches the request to the routing rules you’ve agreed with us, including who takes which type of call, who is on call, your business hours and each person’s availability. It only sends calls to the people and numbers you’ve approved.
No. Callers simply say what they need, and AiDial works out where the call should go. There are no keypad menus to sit through.
Yes. Each person or team line we set up for you has a short description of the calls it should take, and AiDial puts callers through to the right one. With a warm transfer, your team member is told who’s calling and why before the caller is connected.
Plain call forwarding passes a call to another number without first understanding why the caller is ringing. AI call routing answers first, handles what it can and only sends a call to a person when it needs one.
Yes. Instead of asking callers to press buttons, AiDial asks what they need and routes the call from their answer, putting callers through to the right team’s direct number or mobile.
Yes. Outside your business hours, on your state’s public holidays and during temporary closures you add in the AiDial Portal, AiDial takes a message instead of transferring, unless the call is for a line you keep open, such as your on-call line.
Yes. Each person or line can have its own weekly schedule, time zone and public holiday rules, or be available 24/7. When someone is off, AiDial won’t put callers through to them. It tries the next person on your list, if you’ve set one, or takes a message.
If they decline, don’t reply or their voicemail picks up, AiDial can try the next person on your list. If no one is free, AiDial lets the caller know, takes a message with their name, number and reason for calling, and sends it to your team.
Yes. You tell us what counts as urgent, and AiDial puts those callers through to whoever is on call. You keep the roster in the AiDial Portal by choosing who covers each period from your team, and a back-up line takes calls when no one is rostered. AiDial doesn’t assess medical or safety emergencies.
Yes. In the AiDial Portal you can choose who is on call for each period and add temporary closures, such as an afternoon of staff training. Saved changes take effect once they’re published to your AiDial line. During a closure, AiDial tells callers you’re temporarily closed and takes a message, while lines you keep open, such as your on-call line, still work.
No. You can keep your existing number and forward calls to AiDial, or choose a new Australian business number with our phone number search. AiDial puts callers through to your team’s existing mobiles and landlines.
Tell us your needs and discover how the AiDial™ platform can provide a more intelligent, secure, and cost-effective communication solution.
