How the assistant sounds, and the numbers behind each call

How the assistant sounds

Every call carries a few numbers about how it *sounded*, not only what was said. You do not have to do anything to get them; they are read from the call itself after it ends.

On the Calls page

Under a call's summary you may see a Sound line, for example: *p90 turn latency 1.2s · 6 turns · 1 interruption*.

• Turn latency is how long the assistant took to start answering after the caller stopped talking, measured across the call (the p90 is the slow end). Under about two seconds a call feels like a conversation; over three it feels broken.
• Turns is how many things the caller said. Fewer turns to reach a booking is better: every extra question is another chance to mishear.
• Interruptions counts the times the caller cut the assistant off. A lot of them usually means the assistant was talking too long or answering the wrong question.
• Possible false barge-in appears when the assistant stopped mid-sentence and resumed without the caller having said anything, which usually means background noise made it pause.

A call that ended within a few seconds with nothing captured shows Tagged: spam_short; those are not counted against your plan.

On the Analytics page

Median turns to book is the typical number of things a lead had to say on the calls that ended with an appointment. Watch it over time; if it climbs, listen to a few recent booked calls for repeated questions.

What the assistant now does differently

• Reads contact details back. A phone number it captures is read back digit by digit, an email spelled out, and it waits for a yes before moving on. Times and the service address were already confirmed this way.
• Notices frustration. If it has had to ask for the same thing twice, or the caller says something like "I already told you" or "you're not listening", it stops the interview and offers to get you on the line, or to have you call back, without being asked. The transcript is marked so you can find those calls.
• Sounds a little more natural. Light acknowledgements ("mm-hm"), a steadier voice, background-noise filtering, and it is primed with your business name and the cities in your service area so it hears them correctly. These are platform settings; you do not need to tune them.

When a phone's call screener answers

Newer phones can answer an unknown number for the person and ask the caller to "state your name and reason for calling" before the phone rings. The assistant knows the difference between that automated voice and a person.

• It answers the screener once, in one sentence. The sentence says who is calling, that it is an AI assistant, and what about: your business name and the thing the lead asked about on their form (for example their property), or "the request you sent us today" when the form did not say. It never invents a reason.
• Then it waits for the person to pick up, about 40 seconds. When someone does, it starts again with its full opening, including that it is an AI and that the call is recorded, because the person who picks up did not hear the first one. If nobody picks up, the call ends and the usual follow-up text and retry run.
• A heads-up text goes first when texting is allowed: up to a minute before the first call, the lead gets "Our AI assistant will call you from (951) 555-0100 in about a minute...". The number is the one that will really call. If your contact card holds that same number (Settings → Your contact card → Number on the card → My business line), the text carries your card too, so the lead can save the number and their phone stops screening you.
• Calls a screener or the carrier stopped show on the Calls page ("Phone screener · answered", "Phone screener · not picked up", "Flagged as spam by the carrier") and count in the Voice health card on Integrations, per number, for the last 7 days. A call nobody picked up is treated as no answer, so the follow-up text and the retry still happen.

What it does not do: it does not try to get around a screener, call from a number that is not yours, or leave the screener a message.