Solutions

Decide what happens after hello.

Build a call-handling playbook: answer an approved question, capture an inquiry, schedule using configured availability or route to a person when your plan supports it.

01 · Answer & understand

Routine questions should not interrupt your team.

Use saved hours, services, location and policies. Combine business information and routine support in one approved knowledge base—not separate scripts that disagree.

02 · Capture & qualify

Make the callback worth picking up.

Ask your qualifying questions and capture the caller’s reason, contact details and preferences. Staff still decide whether to quote, accept or prioritize the work.

03 · Book or hand over

Choose the next action deliberately.

Starter and Growth support appointment scheduling using Callenova availability. Starter and Growth also support configured direct transfers; an answer or warm handoff is not guaranteed. When an action is unavailable or fails, collect a request for staff review.

Home services · Incoming inquiryIllustrative example

CALLER · Jordan

“My kitchen faucet is leaking. Could someone give me a quote?”

RECEPTIONIST

“I can record the issue for the team. Is it the kitchen faucet, and when would you prefer a callback?”

Captured details

Caller: Jordan
Issue: Leaking kitchen faucet
Request: Repair quote
Preference: Afternoon callback

Quote inquiry ready for review

Staff review the issue, contact Jordan and discuss the repair and quote.

Example only. No call placed, booking confirmed or notification sent.

Choose your operating mode

Coverage and action are different decisions.

During business hours

Lite handles inbound calls during your saved hours, captures leads and provides call records.

Outside business hours

Starter and Growth include 24/7 inbound answering. Set an approved after-hours response and the urgent-versus-routine instructions your team can support.

When a person is needed

Starter and Growth transfers use valid configured destinations. Test the main-line and department fallback. If nobody is reachable, a callback request is not a completed transfer.

Before the first customer call

Give it your playbook.

Save your greeting, approved answers, qualifying questions, hours and time zone. Configure appointment types and availability for booking, or reachable destinations and fallbacks for transfers.

Complete activation and test your greeting, intake and fallback. Verify forwarding with your carrier; voice forwarding does not forward texts.

Review setup

Know where people take over.

An inquiry is not a quote, repair diagnosis or dispatched job. Outbound campaigns and automated follow-up calls are not self-serve features.

Lite covers configured business hours. Starter and Growth include 24/7 inbound answering; scheduling requires a supported plan. Lite takes messages and does not transfer; transfers go only to numbers you set. If a person is unavailable, capture a callback request; do not promise an immediate response.

Ask about your requirements

Connect only what the workflow needs.

Google Calendar: Dashboard and public-booking availability and appointment sync. Voice uses Callenova availability, not Google busy data.
CRM events: Supported event delivery uses configured webhooks or Zapier; it is not a native connection to every CRM.
Salon calendars: Fresha and Booksy store booking links, not live availability. Outlook is coming soon.
SMS: Separate provisioning, approval, consent and ownership checks are required. Do not assume your voice number forwards texts or that independent multi-business texting is available.

See industry-specific playbooks

Test the conversation before you choose.

Try a consent-based demo call, or compare the plan requirements.

Try a demo call Compare plans