Adding an AI phone agent to your business should not mean rebuilding your existing setup or replacing your current phone system. Voice is designed to fit into your day-to-day operation, so you can decide when and how AI supports your customers.
This article explains how Voice numbers work, the different options for call routing, and how Echo helps when a human follow-up is needed.
Dedicated Phone Number
When Voice is activated, your store is assigned a dedicated phone number for the service. This gives your AI agent its own direct line and allows calls to be routed based on the setup that works best for your business.
For stores on Grow and Grow+, Voice can be added to your existing notification number. This allows customers to call the same number they already receive notifications from. If preferred, a separate phone number can also be provided specifically for Voice.
Flexible Call Routing Strategies
You do not have to surrender your entire phone system to the AI. Using your existing VoIP provider or call management system (such as Aircall), you can set up forwarding rules that match your exact operational needs. Common setups include:
Full Automation: You can choose to forward all incoming store calls directly to your Voice number, letting the AI handle the front lines so your staff can focus uninterrupted on processing laundry.
Overflow Protection: If you prefer your human staff to answer first, you can configure your system to only forward calls to Voice after a certain number of rings. In this setup, Voice acts as your ultimate safety net, stepping in during busy rushes to ensure no customer is ever sent to voicemail or put on hold.
After-Hours Routing: Many stores route their calls to their human staff during business hours, and automatically forward the lines to Voice the moment the store closes.
ℹ️ This is configured within your call management system and isn’t something CleanCloud can assist with directly. We’ve included it as an example of the different ways Voice can be implemented to help achieve your goals.
The Magic of Echo
Echo is the handoff workflow used when a human follow-up is needed.
When Echo is triggered, Voice captures the current call context and generates a concise callback note so your team can quickly understand what the customer needed and what was already discussed. This helps reduce repetition and makes follow-up easier for both staff and customers.
What Triggers an Echo?
Even the smartest AI encounters situations where a human touch is required. When this happens, Voice will initiate an Echo.
Voice may trigger Echo in situations where store staff should take over, including:
The customer explicitly asks to speak to a person.
The request falls outside the supported Voice workflow.
A payment cannot be completed through the available self-service path.
A new customer is outside your active service area.
The conversation needs human judgment or de-escalation.
What If Your Team Misses the Echo?
If staff are unavailable at the time human follow-up is needed, Voice can still capture the context of the call and create the callback information your team needs to respond later.
This ensures the customer’s request is not lost in a missed call.
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