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 call routing options available, and how Echo supports your team with AI-generated call summaries and fully briefed callbacks 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. When human assistance is needed, Voice will pass a message through to the store for a staff member to give the customer a call back.
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.
Echo & Call Summaries
Echo is the handoff workflow used whenever a human follow-up is required.
When Echo is triggered, Voice captures the context of the conversation and generates a concise call summary, allowing your team to quickly understand why the customer called and what has already been discussed. All call summaries can be found in the Inbox within CleanCloud.
By giving your team the full context before they return a call, Echo reduces repetition and makes follow-ups faster and more seamless 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 initiates an Echo so your team can take over with the full context of the conversation.
Voice may trigger an Echo when:
The customer asks to speak to a member of staff. Voice will first find out what they need and offer to help, and arranges the callback if they still want to speak to a person.
The request falls outside Voice’s supported workflows, such as cancelling an order.
A payment cannot be completed through the available self-service options.
A new customer is outside your active service area.
An order could not be placed during the call.
A delivery is running late, or the customer has a complaint such as missing items or a billing issue.
The caller connected but didn't say anything. These calls are flagged as abandoned so your team can decide whether to follow up.
The conversation requires human judgement or de-escalation.
If your store is closed, Voice will tell the customer your team will call them back once the store reopens, rather than promising a call back shortly.
Viewing Call Summaries
Every Echo appears in your Inbox as a callback request, complete with an AI-generated summary of the conversation.
[PRIORITY - Missing Items] John Smith called about order 5836, which he believed was missing as they didn't receive their order yesterday. The assistant confirmed the order was marked as delivered yesterday, with a delivery window from 10 a.m. to 6 p.m. The assistant apologised for the inconvenience and promised to escalate the call to the store team. The store team needs to call John back to provide an update on his delivery.
Recording: https:CleanCloud.com/recording/call/1234566
Each call summary includes:
A priority marker, if the topic of the conversation is deemed a priority.
The reason the customer called.
A summary of the conversation.
Any actions Voice has already completed.
Relevant customer or order information gathered during the call.
Any outstanding actions that require a member of staff.
Why Doesn’t Voice Transfer Calls?
During development, we found that immediately transferring callers to a member of staff often created a poor experience. Staff answered the phone with no context, while customers had to repeat everything they had already explained to Voice.
Echo takes a different approach.
Instead of transferring the call, Voice captures everything it has learned, creates a detailed callback summary, and notifies your team. Staff can then review the conversation, investigate the issue if needed, and return the customer’s call fully prepared. Voice will never tell a customer it is transferring them or putting them on hold.
This approach reduces interruptions for your team, gives staff time to look into the customer’s request, and results in more informed, efficient conversations when the callback takes place.
🛟 Need more help?
Explore our Help Center articles for answers. Contact us for further assistance.