Limits and tips

Zoe is at its best on the phone when callers talk to it the way they would talk to a colleague. A few habits make calls shorter and more accurate, and a few limits are worth knowing before you point callers at the line.

Talking to Zoe

• Speak naturally. There are no commands or keywords to learn. "The badge reader at the north door is dead again" works better than a clipped keyword phrase.
• One request at a time. Zoe handles a stacked request less reliably than two clear ones. Finish the ticket, then ask about the outage.
• Interrupt freely. Zoe stops talking as soon as you start. You never have to wait out a long answer.
• Slow down for numbers. Ticket numbers, account numbers, and reference codes are where phone audio goes wrong. Say them a little slower, and ask Zoe to read them back.
• Ask for the reference. After Zoe creates something it reads the number back — if you missed it, just ask again before you hang up.

Noisy lines

Speakerphones, warehouses, and car kits all cost accuracy. A handset or headset is worth it for anything involving numbers. If callers on a particular line are regularly cut off mid-sentence or talked over while reading digits out, an administrator can tune that line in the Customer Portal under SIP Channels: raise the pause before Zoe replies, adjust speech sensitivity, and set noise reduction to match how callers actually dial in — near-field for handsets, far-field for speakerphones and rooms.

How calls end

• If you go quiet, Zoe checks whether you are still there. If the silence continues, it says a brief goodbye and ends the call. Both thresholds are set per line, and can be turned off.
• If a line has a maximum call length, Zoe starts wrapping the conversation up shortly before the limit, and at the limit either transfers the caller to the line's first configured destination or says goodbye and hangs up.
• If the business is done, Zoe can end the call itself after saying goodbye, or whenever the caller asks to hang up.

What Zoe will not do by phone

• Go beyond the tools, skills, and document repositories chosen for that line — the limits are enforced on the server, not left to Zoe's judgement.
• Change anything on a read-only line.
• Apply a change your organization requires a tap to approve. Zoe prepares it and tells the caller it is waiting for review in the app. See Spoken approvals.
• Act on an approval it did not clearly hear.
• Read out values your guardrails mask — the same masking applies to the stored transcript.
• Reach a person on a line with no transfer destinations configured. See Tickets and transfers.
• Answer at all while the channel is disabled.

Hours

There is no business-hours schedule in AINOW today: an enabled line answers around the clock. If Zoe should only pick up during certain hours, route the number to the line in your own phone system for those hours, or have an administrator disable the channel outside them.

Sending feedback

If a call went wrong — a misheard reference, a ticket in the wrong department, a transfer that should have happened — tell AINOW by opening a support case at Open a case. The fastest cases to investigate include the number the caller dialled, the number they called from, roughly when the call happened, and what you expected instead. Administrators can also review the call themselves on the Voice calls page in the Customer Portal, where lines with recording enabled keep their audio for your retention period.

Which capabilities apply to your lines depends on your plan and on the systems connected in Connectors.