Phone AI configuration

Greeting

The greeting is the message that welcomes the caller at the beginning of the conversation. The wording can be phonetically adapted—especially for brand names.

Our Customer Success Team will assist you in finding the correct spelling if the pronunciation does not meet your expectations.

Forward repeated calls

If a caller calls again within X seconds, the call will be forwarded directly to the stored phone number.

The configured value determines the time window in seconds during which a repeated call from the same number will be automatically forwarded to the defined destination number.

SMS sender ID

Alphanumeric sender ID for outgoing SMS messages (max. 11 characters)

Template for booking requests

This SMS and WhatsApp template is used when callers with a mobile phone number express a booking request.

Templates can be adjusted under Journey Messaging >> Message Templates.

Forwarding number

At the customer's request or in case of technical issues with the Phone AI, callers are automatically forwarded to this number.

Forwarding to different internal teams or internal numbers

You can set up topic-based forwarding to different numbers.

Since this also involves training the AI, this configuration is handled by our Customer Success Team (support@dialogshift.com).

For example, you can set up forwarding to departments like Reservations, Reception, Pool, or Spa.

Time control for Phone AI

When configuring the Phone AI, you have three options for controlling how the AI should handle call forwarding or callback requests:

  1. Always allow AI to forward to a human

    If this option is enabled:

    • The Phone AI forwards the caller to the configured forwarding number upon request

    • Alternatively, the call can be forwarded to predefined departments

      Do not allow AI to forward to a human

      With this setting, you must select one of two sub-options:

      a) Record callback request

    • The Phone AI informs the caller that no one is currently available
    • It records a callback request and captures the caller's concern

    • The callback request is saved in the DialogShift app

      All users are notified via standard channels:

      • Email
      • Desktop notifications

      • Device notifications on Android and iOS (native app must be installed)

        b) No staff available

    • The Phone AI informs the caller that the call cannot be answered at the moment

    • The caller is asked to contact the hotel via email

      Allow AI to forward to a human based on a schedule

      If this option is selected:

    • A scheduling widget will open

    • You can define the times when call forwarding is allowed

      For times outside the defined schedule, the two options are available:

      • "Record callback request"
      • "No staff available"