How It Works
Never miss an important
call again
H3llo connects your existing mobile phones, office numbers and business systems to an intelligent AI phone agent.
Your team still gets the first opportunity to answer calls during business hours. When nobody is available, the H3llo AI agent steps in, answers the caller, collects the information you need and completes the appropriate next action. After hours, the AI agent answers immediately so your team is not disturbed unless a call genuinely requires urgent attention.
Call Flow Overview
Caller
Business Number
Office Call Queue
H3llo AI Agent
CRM
Calendar
Email / SMS
Caller
Business Number
Office Call Queue
H3llo AI Agent
CRM
Calendar
Email / SMS
During Business Hours
Your office team answers first. If nobody is available, the AI agent takes over.
After Hours
Calls bypass the office queue and go directly to the AI agent.
Call Flow
Four paths — one seamless experience
Calls to your main business number and your key person's mobile are handled differently. Toggle between the two to see each flow.
During Business Hours
Caller rings business number
e.g. 04 XXX XXXX
Office Call Queue
Team phones ring
All staff busy / No answer within timeout
H3llo AI Agent
Takes over automatically
Handles Enquiry
Answers, logs, books
Transfers Call
To approved person
After Hours
Caller rings business number
e.g. 04 XXX XXXX
Office queue bypassed
H3llo AI Agent
Answers immediately
Is this urgent?
AI checks your criteria
Not Urgent
Log & notify
Urgent
Qualify → Transfer
Staff are only disturbed when a call meets agreed urgent criteria
During Business Hours
Your team answers first
When a customer calls your main business number, the office team gets the first opportunity to answer.
Caller rings the main business number
04 XXX XXXXBusiness Number
04 XXX XXXX
Office Call Queue
Team phones ring
Somebody Answers
Call proceeds normally
Nobody Answers
Timeout reached
H3llo AI Agent
Takes over automatically
When a customer calls your main business number, the call enters the office call queue. Multiple people, departments or devices can ring. If somebody answers, the call proceeds normally. If nobody answers within the configured time, the H3llo AI agent takes over.
Branch One
AI Voicemail — smarter than a beep
When the caller leaves a message, H3llo records it, transcribes it with AI, and delivers it instantly.
Caller speaks
Records the message
AI transcribes
Converts speech to text
SMS arrives
On the key person's phone
What happens
The caller leaves a spoken message
H3llo records the message
The message is transcribed using AI
The transcription is sent directly to the key person by SMS
The message can also be sent by email
The caller's phone number is included
The original recording can be included where required
The key person can immediately see who called and what they needed without logging into a traditional voicemail system.
H3llo AI
Just now
Missed call from Sarah on 021 XXX XXXX. Sarah would like an update on the quote for the bathroom renovation. Please call her back this afternoon.
Branch Two
Caller holds for the office team
The caller remains on the line and is transferred into the main office call queue.
Your team gets the next opportunity to answer
Reception
Accounts
Workshop
Manager
On-site
The caller hears music or a recorded message while the team's phones ring
Multiple people, departments or devices can be included
The ringing order can be customised
Calls can ring everyone at once or follow a nominated order
The timeout can be customised
If somebody answers, the call is connected normally
If nobody answers within the configured time…
The H3llo AI agent takes over
The AI Agent
When your team cannot answer, H3llo can
The H3llo AI agent answers the call using a natural voice and a greeting customised for your business. It determines why the person is calling, answers their questions and completes the appropriate action.
H3llo AI Agent
Natural voice · Custom greeting · 24/7
The AI agent can
Answer calls immediately
Determine the reason for the call
Answer questions about the business
Provide approved pricing information
Explain operating hours
Collect customer details
Collect job and enquiry information
Qualify new enquiries
Transfer calls to approved people or departments
Take detailed messages
Create enquiries in a CRM
Create jobs in a job-management system
Add notes to existing customer or job records
Check calendar availability
Schedule appointments or jobs
Send information to the caller by SMS or email
Send a complete call summary to the business
The H3llo AI agent does not simply take a message. It can complete the next step.
Caller Recognition
H3llo already knows many of your callers
When a call arrives, H3llo checks the caller's phone number before beginning the conversation.
Incoming Number
Previous H3llo Conversations
Business CRM
Job-Management System
Customer Profile
Recognised caller
When the caller is recognised, the AI agent can greet them appropriately and use information the business already holds. This reduces the time spent asking for details the caller has already provided.
The caller's name
Their company
Their phone number
Their email address
Their property or service address
Previous jobs
Current jobs
Existing bookings
Open enquiries
Outstanding quotes
Relevant account information
Notes from previous conversations
H3llo AI Agent
"Hi Sarah. I can see we recently completed work at your Raumati property. Is your call about that job, or something new?"
Integrations
Connected to the systems your business already uses
H3llo can connect to your CRM, calendar or job-management platform through supported integrations and APIs.
CRM
Job Management
Calendar
SMS
Customer DB
Knowledge Base
Workflows
Depending on the system, the AI agent can
Look up an existing customer
Create a new customer or contact
Create an enquiry or job
Add notes to an existing job
Check staff or technician availability
Schedule a job or book an appointment
Request a preferred date or time
Record the reason for the call
Add the call summary to the customer record
Trigger follow-up emails or SMS messages
Trigger internal business workflows
Built around your process
Every business handles calls differently. H3llo is configured around your:
Call Transfers
Transfers only happen when they should
The AI agent can transfer callers to selected people, departments or on-call staff. Transfers are controlled by rules agreed with your business.
AI Agent
Checks Transfer Rules
Approved Person or Department
Transfer rules can consider
The reason for the call
The type of customer
The time of day
Whether the caller is already known
Whether the issue is urgent
Which team member is responsible
Whether that person is available
Whether the required details have been collected
Whether a job needs to be logged first
Whether the caller has accepted any applicable charges
Before transferring, the AI agent can collect
The caller's name
Their phone number
Their email address
Their address
Job details
The reason for the call
Relevant safety information
Any other information required by the business
Your team receives a properly qualified call instead of being interrupted without context. If the transfer is unanswered, the AI agent can return to the caller, take a message and send a summary.
After Hours
After hours, H3llo answers first
Outside your normal business hours, calls can bypass the internal office queue and go directly to the H3llo AI agent.
This prevents your team's phones from ringing unnecessarily at night, during weekends or on public holidays. Only calls that meet your business's definition of urgent are escalated to the on-call person.
After-Hours Flow
Step by step
AI answers immediately
The caller hears a professional after-hours greeting. Example: "Thanks for calling. Our office is currently closed, but I can help with your enquiry. Please tell me what has happened."
AI identifies the caller
The agent checks previous call history, CRM information, job-management records, existing jobs, bookings and customer contact details.
AI determines the reason for the call
The caller explains the issue in their own words. The AI agent asks the approved questions required to understand the situation, location, urgency and whether the caller is an existing customer.
AI determines whether the job is urgent
The agent evaluates the call against your business's configured urgent-call criteria.
Does this meet the business's urgent-call criteria?
Each business decides what qualifies as urgent. Examples include:
Non-urgent after-hours calls
Answer the caller's questions
Provide approved information
Take a detailed message
Log the enquiry
Create a job
Offer the next available appointment
Schedule the job where permitted
Advise when the team will respond
Send confirmation to the caller by SMS or email
Send a complete summary to the business
Routine calls are handled without waking or interrupting your team.
Urgent after-hours calls
The AI agent collects the required customer details
The agent confirms the job location
The agent confirms the caller's contact information
The agent collects the required job details
The agent logs the job in the CRM or job-management system
The agent explains the applicable after-hours callout rate
The agent confirms that the caller accepts the after-hours charges
The agent transfers the call to the approved on-call person
The on-call person receives an SMS summary
The business receives a complete email summary
The urgent job is logged before the on-call person receives the transfer.
The caller must accept the applicable after-hours rates before the call is transferred.
Urgent Call SMS
H3llo Urgent
9:42 PM
URGENT CALL
Sarah Thompson — 021 XXX XXXX
14 Sample Street, Lower Hutt
Active leak from hot-water cylinder. Water has been isolated. Customer has accepted the after-hours callout rate. Job #1842 has been created.
Summaries & Notifications
Every call creates a clear outcome
After every AI-handled call, H3llo can send a structured summary to a nominated email address.
Completed AI Call
Team Email
Team SMS
CRM Record
Job Record
Caller SMS
Caller Email
The summary can include
Caller name
Caller phone number
Caller email address
Customer or company name
Service address
Reason for the call
Questions asked
Answers provided
Information collected
Transfer outcome
Message details
Urgency classification
Whether after-hours charges were accepted
Job reference
Enquiry reference
Appointment details
Actions completed
Follow-up actions required
Transcript
Recording link, where configured
SMS alerts can be configured to send
After every call
Only for urgent calls
Only when a transfer is unsuccessful
Only for certain enquiry types
Only for new jobs
Only for new bookings
To different people depending on the call outcome
Caller Follow-Up
H3llo can also follow up with the caller
The AI agent can send information directly to the caller following their conversation.
This may include
Booking confirmation
Appointment date and time
Job reference
Enquiry reference
Business address
Instructions
Pricing information
After-hours rate information
A link to a form
A link to make a payment
Product information
Service information
Contact details
Confirmation that somebody will call them back
The information can be sent by SMS, email, or both. This gives the caller written confirmation and reduces misunderstandings and repeat calls.
SMS Confirmation
Hi Sarah, your appointment has been confirmed for Thursday 14 Aug at 9:30 AM. Job ref: #1843. If you need to reschedule, please call 0800 242 026.
Email Confirmation
Your booking is confirmed. We'll see you Thursday morning at 14 Sample Street, Lower Hutt.
Real Examples
See H3llo in action
Follow two real-world call journeys from start to finish.
A Daytime Service Call
- 1
A customer calls the business owner's mobile.
- 2
The owner is already on another call.
- 3
The customer chooses to remain on the line.
- 4
The office call queue rings.
- 5
Nobody in the office is available.
- 6
The H3llo AI agent answers.
- 7
H3llo recognises the customer's phone number from the job-management system.
- 8
The customer explains that they would like to book another service.
- 9
The AI agent confirms the property address.
- 10
The AI agent checks the calendar.
- 11
The customer selects an available appointment.
- 12
The job is created in the job-management system.
- 13
The customer receives an SMS confirmation.
- 14
The business receives an email containing the call summary and job details.
The customer was helped immediately, even though nobody was available to answer the phone.
An Urgent After-Hours Call
- 1
A customer calls at 9:30 pm.
- 2
The call goes directly to the H3llo after-hours agent.
- 3
H3llo recognises the customer and their address.
- 4
The customer reports an active water leak.
- 5
The AI agent asks the business's approved triage questions.
- 6
The issue meets the business's urgent-call criteria.
- 7
The AI agent confirms the after-hours callout rate.
- 8
The customer agrees to the charges.
- 9
The AI agent creates the job before transferring the call.
- 10
The on-call person receives an SMS containing the customer details, address, problem and job number.
- 11
The caller is transferred to the on-call person.
- 12
The business receives a complete email summary.
The on-call person only received the call after it had been qualified, priced and logged.
Benefits
Why businesses choose H3llo
Fewer missed opportunities
Callers receive an immediate response instead of giving up or calling a competitor.
Less interruption
Your team answers when available. The AI agent handles overflow and routine enquiries.
Better after-hours protection
Staff are only disturbed when a call meets the agreed urgent-call criteria.
Faster job creation
Customer details and job information can be collected and entered automatically.
More consistent service
Every caller follows the same approved process, regardless of when they call.
Clear records
Calls, messages, summaries, bookings and job outcomes are recorded and delivered to the right people.
Customisation
Your agent is designed around your business
H3llo does not use one generic call script for every customer.
Your AI agent can be configured around
The agent follows your process, not the other way around.
Summary
From call to completed action
Incoming Call
Your Team
H3llo AI
CRM / Job System
Completed Outcome
Incoming Call
Your Team
H3llo AI
CRM / Job System
Completed Outcome
Question answered
Message delivered
Job created or scheduled
Qualified call transferred
One call can move from conversation to completed action without waiting for someone in the office.