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Channel · Voice

The call you had nobody to take.

Out of hours, mid-job, or the fourth line ringing at once. It picks up, looks things up while it is talking, books the slot, and leaves you a record you can read in fifteen seconds.

Start freeSet up the number
  • Answers on the first ring
  • Looks things up mid-call
  • Transcript and summary on the record
  • Received and stored in the EU
A call, end to end

Sixty-six seconds, and nobody was there.

Press play — the transcript follows along. Between the turns are the calls the agent made while it was talking: the one contact this call was linked to, two searches of your knowledge base, an availability check and a booking.

Inbound call · Tuesday 11:42+44 7700 900 118
0:00 / 1:06
Linked to a contact by the number that rang
  1. Caller

    Hi. My boiler's making a knocking noise and I've got no hot water at all. Is there any chance someone could come out today?

    • crm_get_my_contactMark Ellis · 14 Ferry Road · the one contact this call is linked to
  2. Munin

    I'm sorry about that — no hot water is miserable. I can see you're calling from the number we have for Mark Ellis, at fourteen Ferry Road. Is that where you'd need the engineer?

  3. Caller

    That's the one, yeah.

    • kb_search("no hot water knocking")Boiler pressure and the diverter valve · 0.88
  4. Munin

    Thank you. Before I book anyone out to you — knocking with no hot water is very often just low pressure. There's a small gauge on the front of the boiler. Could you tell me what it's reading?

  5. Caller

    Hang on. It's sitting just under one.

    • bookings_check_availability2 slots · today 14:15 · tomorrow 08:00
  6. Munin

    That'll be it, then. That's a repressurise — twenty minutes, not a new boiler. I've got someone free at quarter past two this afternoon, or eight tomorrow morning.

  7. Caller

    Quarter past two, please. I'd rather not go another night without it.

    • bookings_create_my_booking#4471 · today 14:15 · booked for the caller, not on anyone else’s behalf
    • kb_search("repeat visit call-out fee")Call-out charges and repeat visits · 0.86
  8. Munin

    Booked. Quarter past two today, fourteen Ferry Road. One more thing — if the pressure drops again inside the week, ring us back and we’ll treat it as the same job. No second call-out fee.

  9. Caller

    That's great. Thanks very much.

  10. Munin

    You're very welcome. We'll see you this afternoon.

    • crm_log_my_activityCall · 1 m 06 s · summary written to his contact
Synthetic voices, an invented customer, a boiler that never broke. The tool calls are real, and deliberately unglamorous: these are the tools a customer-facing agent is allowed to call. It is a much shorter list than the one your own operators get, and it has no way to send a message, book for somebody else, or read a second customer’s record.
What was waiting when you looked
  • The 14:15 slot is in the diary, not on a sticky note
  • The contact shows the call, the summary and what was promised
  • Every answer came out of a document it was allowed to show him
  • The engineer sees the pressure reading before he knocks
What it takes

A number that rings here.

Forward the line you already advertise, or take a new one. Nothing about the number your customers know has to change.

Recording, transcription and how long either is kept are your settings, under the same retention rules as the rest of the record.

  1. 01Point the line at itForward your existing number out of hours, or all the time. It is a rota change, not a migration — you can send it back tonight.
  2. 02Say what it may settleWhich questions it can answer outright, what it may book, and where it has to take a message instead.
  3. 03Give it the knowledgeThe documents it may quote, and how you would like it to sound on the phone.
The part that isn’t ours

Somebody still has to own the line.

Munin answers the call. It does not sell you the minutes — the number lives with a voice vendor you connect, on an account in your name.

Email and the chat widget need no vendor. Voice and SMS run on the phone network, so they need an account on it. It stays in your name, so the number stays yours.

  • ThrellWorker · numberPoint a worker at the channel. One key, and the calls arrive here.
  • VapiAssistant · numberBring a number or take one from them. Browser-only voice needs none.
The honest part

What it won’t do.

  • 01

    Pretend to be a person. Asked directly, it says what it is.

  • 02

    Offer a slot it cannot see in the diary. A promise it cannot keep is not made.

  • 03

    Reach past the caller in front of it. A customer-facing agent gets its own short list of tools — it cannot message anyone, book for somebody else, or open a second customer’s record.

And it isn’t alone

Voice is one lane.

The same thread carries email, the widget and SMS. He can ring on Tuesday, text on Wednesday, and never explain the boiler twice — because it was never four systems.

See all four channels
  • Email
  • Widget
  • SMS
  • Voice
One customer record

Open source. Open protocol.
One stack, your terms.

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