Hand calls to a person: your team or GH Live agents

Your AI receptionist handles most calls. When a caller asks for a person, is upset or has an emergency, it can pass them on.

Who it tries, in order

1. A GH Live agent, if you have GH Live and an agent is free.
2. Your team list, set on the Team calls page.
3. Your transfer number, set on the Receptionist page under Call rules ("Send urgent calls to").

The caller hears ringing while it looks for someone.

Whoever picks up hears a short spoken briefing first: who is calling and why. Then the caller is connected.

If nobody answers

Your receptionist comes back to the caller, apologizes and takes a message. Your team gets one Transfer not answered alert. It won't try to transfer again on that call.

Your own team

Open Team calls in Vocenya. Add the people who should take calls:

• On their mobile. We confirm the number first: we call it and read out a six-digit code. When a call comes, they press 1 to take it.
• In the Vocenya app. They open the Calls tab in the app once to set it up. The app rings while it is open. Take calls in the app.

Choose how they ring:

• Everyone at once. The first to answer gets the caller.
• One after another, in the order you set.

Each person can be set to ring only during business hours, and can pause their calls.

GH Live agents

GH Live is trained people from GH Business Solutions who take the calls your receptionist hands off. They see the AI's summary of the call before they pick up.

• GH Live is an add-on. Each business gets its own per-call rate, and you only pay for calls an agent answers.
• To ask for a price, open Billing, find GH Live agents and tap Request pricing. Tell us roughly how many calls and which hours you need. Nothing is turned on or charged until you agree.
• GH Live is not available during the free trial. Calls go to your own team instead.
• You can turn it off yourself in Billing. Calls that need a person then go to your own team.

Learn more about GH Live agents.