An AI receptionist for your phone line
When a customer rings your number, your aiBalas agent can pick up and answer from the information you gave it: prices, opening hours, bookings. When the call needs a person it rings your team, and with a voicemail step the caller can leave a message that is transcribed for you. Phone numbers need the Agent plan.
How a call is answered
A customer rings your number
You give the agent a phone number of its own, chosen from the workspace Phone page. When someone dials it, the call follows the routing you set: the agent can pick up first, or your team can.
Your agent answers
It answers the way it answers messages: the same persona, the same knowledge, the same bookings. It talks with callers in Malay, so the price they hear on the phone is the price they would read in a chat.
It helps, rings your team, or takes a message
When the caller needs a person, the agent puts them through to a ring group. A voicemail step records a message, transcribes it and raises it on the status board, so it is waiting when you are free.
You decide who answers
Each number has a routing mode, set on Inbound routes in the console. After hours, a number can go to the agent or straight to voicemail; "after hours" follows the opening hours on your Knowledge page, so fill those in first.
AI first
The agent picks up on the first ring, every time, and puts the caller through to your team only when it decides the call needs a person.
Ring first
Your default ring group rings first and the agent picks up only if nobody answers in time. The seconds you set bound the caller's total wait, however many people are in the group.
PABX only
Your team always answers and the agent never touches this number: a small office phone system, with no AI on the line.
Or build the call flow yourself
Inbound routes is a flow builder. Each number starts from one of the three modes above, and you change it by adding, removing and rewiring steps. A step left unconnected, or a ring group with no members, is refused when you save, not discovered on a live call. Then "Test with a call" dials the number from your own extension, so you hear the result before a customer does.
Business hours Branches on the opening hours from your Knowledge page: one way while you are open, another while you are closed.
Ring a group Rings a ring group, all together or in turn, for as many seconds as you set.
AI answers The agent picks up with the persona you chose, and can hand the caller to a ring group.
Forward to a number Sends the call on to a mobile or any other number.
Voicemail Records a message, transcribes it, and raises it on the status board.
Play a message A greeting or a notice, spoken in the agent's own voice, and then the flow carries on.
Your team's phones, in the same console
Phone is a small PABX. Owners add extensions and group them into ring groups. Each person gets My phone, where they see their own registration, set do-not-disturb and hear their voicemail. Calls between extensions are free.
Answer on a desk phone, on a SIP app on a mobile, or on the webphone built into the console. A desk phone or app signs in with the extension's own login, shown once together with a QR code to scan, and an extension can have a fallback mobile that rings when the desk phone is not answered.
Live calls shows who is on a call right now. An owner, or an extension marked "Can supervise calls", can listen in, whisper to the staff member, or join the call. On a call the agent is still handling, you can listen.
One agent, on the phone and in chat
A phone number is one more way into the agent you already have. The agent that answers on WhatsApp, Telegram and a website chat answers the phone too, from the same knowledge, so you change a price once and every channel knows.
There is no separate phone assistant to set up and keep in step. The persona and instructions are the ones you already wrote, and a booking taken on a call goes into the same bookings as one taken in chat.
Recording is your choice
Call recording is off until a workspace owner switches it on for an agent. When it is on, the agent tells the caller the call is being recorded before it records, and only calls the agent answers are recorded. Recordings are kept for 90 days.
WhatsApp calls, too
If an agent has a phone number, you can also switch on calling for its official WhatsApp number (the Cloud API kind) from the agent's Connect page. Customers can then call that number from inside WhatsApp and reach the agent. A WhatsApp line adds no monthly line charge; AI minutes are charged as on any call.
What a call costs
- The number: RM50 a month, whether or not anyone calls.
- AI minutes: 80 sen a minute while the agent is on the line, taken from that agent's usage balance, like a reply.
- Line time: 10 sen a minute for any call that touches the phone network, incoming or outgoing. It comes from the workspace's shared top-up balance, never from an agent's monthly allowance, so keep a top-up in place if you take calls.
Phone numbers need the Agent plan, at RM50 per agent a month. The pricing page has the full picture, including the usage allowance each agent comes with.
Common questions
Can it put a caller through to a person?
Yes. In AI first, the agent puts the caller through to your team when it decides the call needs a person, and in a call flow the AI answers step can hand the caller to a ring group. Ring first works the other way round: your team rings first and the agent picks up only when nobody answers in time.
Does it speak Malay?
Yes. It talks with callers in Malay, from the same knowledge it uses in chat, so it gives the same prices and opening hours on the phone as in chat. Before a customer hears it, use "Test with a call" and ask it the questions your customers really ask, in the words they use.
What happens when it cannot help the caller?
When nobody can take the call, a voicemail step records the message, transcribes it and raises it on the status board, so the details are waiting for you. If the answer was simply missing, each question the agent could not answer is a sentence to add to its knowledge, and you add it once for every channel.
Will callers know it is an AI?
Whether to say so is your choice as the business owner. By default, when a caller asks whether they are talking to a real person, the agent says it is your business's assistant, keeps helping, and offers a person if they want one. If you would rather it say plainly that it is an AI, write that in its instructions and it will.
Can my team still answer calls?
Yes. Ring first rings your default ring group before the agent, and PABX only keeps the AI off a number entirely. Your staff answer on desk phones, a SIP app on their mobile, or the webphone in the console, and an extension can have a fallback mobile that rings when the desk phone is not answered. Calls between extensions are free.
Can I listen in on a call?
Live calls shows who is on a call right now. An owner, or a staff member whose extension is marked "Can supervise calls", can listen in, whisper to the staff member, or join the call; only an owner can end one. Afterwards, the call log on the agent has the transcript wherever the agent was on the line.
Are calls recorded?
Not unless you turn it on. Recording is off until a workspace owner switches it on for an agent. When it is on, the agent tells the caller the call is being recorded before it records, and only calls the agent answers are recorded. Recordings are kept for 90 days. Whether or not you record, the call log shows who called, how long the call took and what it cost.
What does it cost?
Three parts. The number is RM50 a month, whether or not anyone calls. AI minutes are 80 sen a minute while the agent is on the line, from that agent's usage balance. Line time is 10 sen a minute for calls that touch the phone network, from the workspace's shared top-up balance. Removing a number takes effect at the end of the billing period.
Give your phone line an agent
Start on the Free plan to build your agent and try it in chat, then move to the Agent plan and add a number when you are ready to take calls.