Layer 01
Carrier and channels
- Local numbers in Canada and the United States
- Voice calls and text messages
- Chat and email queues Coming soon
Platform
One platform behind every call.
Your numbers, your call flows, the people who answer and the reports on how fast they did all run on one Inbound CX account, with your company’s data kept apart from every other customer’s.
Inbound CX · Queues
- Dashboard
- Calls
- Queues
- IVR Flows
- Analytics
- SalesPriority: Urgent
- SupportPriority: High
- BillingPriority: Normal
- GeneralDefault queue
3signed webhook events: call completed, voicemail received and text received
Local numbersCanada and the United States
- kinds of step in the call flow builder
- 28
- ready-made call flows to start from
- 6
- service level window, reported over 7, 30 or 90 days
- 30s
- default monthly spend ceiling, by plan
- $200 to $5,000
One platform, three layers
Every call goes through the same three layers, from the number that rings to the report that counts it.
Layer 02
Routing and call flows
- Teams with skills, priority and a maximum wait
- Call flows drawn and published without code, from 28 kinds of step
- Intent detection Coming soon
Layer 03
AI and analytics
- Reports on service level, answer rate and handle time
- AI receptionist Coming soon
- Call summaries Coming soon
- Sales · Urgent
- Support · High
- Billing · Normal
Routing
Send each call to the people who can help
Name a team for each kind of call, list the skills a person needs to take it, and choose which calls go first. When nobody picks up within the wait you set, your call flow decides what happens next, after hours included.
- Skills and priority
- Overflow and after-hours
Coming soon
AI assistant
An AI step that knows when to hand over
The call flow builder has an AI assistant step. It tells the caller it is automated, answers from instructions you write, and sends the call to a person when it cannot help. It is built, and not switched on for any account yet.
- At most 12 exchanges
- Always says it is automated
Instructions you writeAnswer questions about hours and booking. If the caller asks about an invoice, escalate.
Spoken first, every timeJust so you know, you’re speaking with an automated assistant.
- Resolved
- Escalate to a human
Calls per day
- Total Calls
- Avg Handle Time
- Service Level
- Answer Rate
Analytics
Every call measured the same way
The reports page counts total calls, average handle time, service level and answer rate over the last 7, 30 or 90 days, with an hourly heatmap of the last 7. Service level is the share of calls answered within 30 seconds.
- Last 7, 30 or 90 days
- Quality scorecards Coming soon
Runs on
- Twilio
- Amazon Web Services
- Cloudflare
The telephone network, the servers and the website. Every company that touches your data is named on the sub-processors page.