Phone calls
Your Anfigo number, forwarding the calls you choose, and what Anfigo does on a call.
Anfigo can answer the calls your team can't take. Guests keep calling the number they know, and the calls you choose are forwarded from it to your Anfigo number, where Anfigo answers.
Setting it up
We set it up with you, in Integrations → Phone calls:
- Get your Anfigo number. Press Get a number, and the card shows your new number.
- Choose when Anfigo answers: when your line is busy or nobody answers, or every call.
- Add your team's phone. When a caller asks for a person, Anfigo puts them through to this phone. Without one, Anfigo takes a message for your team.
- Forward your calls. The card shows the codes for your choice. On a mobile phone, dial each code and press call. On a landline or a switchboard, ask your phone company to forward your calls to your Anfigo number. The card also shows the code that stops forwarding.
- Make a test call. Press I'm calling now, then call your number from another phone the way the forwarding takes it: with every call, just call; with busy or no answer, let it ring. The card tells you when your call reached Anfigo.
- Switch on Anfigo answers calls.
What Anfigo does on a call
- Answers in the caller's language, from your Knowledge Base.
- Quotes live rooms and prices from Cloudbeds.
- Books the room, as your AI rules allow. The caller spells their name and e-mail, Anfigo reads them back, and the booking is made after the caller says yes.
- Sends the payment link in writing, by WhatsApp or e-mail, so the caller never has to note it down.
- Puts the caller through to your team's phone when they ask for a person. If nobody answers there, Anfigo takes a message.
What goes to your team
Changes, cancellations and refunds asked for on a call go to your team, to confirm with the guest in writing. So does a message the caller left, or a booking they wanted and didn't finish. Each one waits in Needs attention with a brief of what the caller wanted.
When your team already has that guest's chat (AI off), or Anfigo is off for the whole property, the call goes straight to your team's phone. Without a team phone, Anfigo takes a message.
Where you see calls
Each call is written into the guest's chat, in time order with their messages, as a Phone call card: how long it lasted, what the caller wanted and any message they left. A call lands in the chat of the number calling, so a guest who also writes to you on WhatsApp from that number has one timeline. The Calls chip in the Inbox shows every chat with a call.
