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Every phone call to your business is a potential customer. Your AI receptionist captures their details automatically during the conversation — no forms, no voicemail, no missed opportunities.

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What Happens During the Call

Your AI receptionist gathers lead information naturally, as part of a normal conversation. It doesn’t sound like a survey — it sounds like a helpful member of your team.
1

Customer calls your number

The AI answers with your custom greeting, e.g. “Hi, thanks for calling Smith Plumbing! How can I help you today?”
2

AI identifies the service needed

Based on what the caller describes, the AI works out which of your services they need. “Sounds like you need a boiler repair — we can definitely help with that.”
3

AI captures contact details

The AI asks for the caller’s name, phone number (confirmed from caller ID), and email address. It keeps it conversational: “And what’s the best name for you?” rather than “State your full name.”
4

AI assesses urgency

From the conversation, the AI picks up on urgency signals — words like “emergency,” “flooding,” “no hot water” push the lead score higher automatically.
5

Lead is created

All the information is saved as a new lead in your dashboard before the call even ends.
The AI captures leads even when it also books an appointment. You get both — the lead record for tracking and the appointment for scheduling.

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What Happens After the Call

Once the call ends, several things happen automatically within seconds:

Lead appears in dashboard

The new lead shows up on your Lead Board in the New column, complete with name, phone, service needed, and AI-generated temperature score.

You get notified

You receive an SMS and/or email notification with the lead details. Configure which notifications you want in Settings > Notifications.

CRM auto-sync

If you’ve connected HubSpot, Salesforce, or GoHighLevel, the lead is automatically created there too — no double entry.

Follow-up automation

If you have the Estimate Follow-up automation enabled, the AI will send a personalised follow-up SMS to the caller after a delay you set.

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What the AI Captures

Every lead record includes:
FieldHow It’s Captured
NameAsked during the call
Phone numberFrom caller ID, confirmed by the AI
EmailAsked during the call (optional)
Service neededIdentified from the conversation
UrgencyAssessed from language and tone
TemperatureScored automatically (HOT/WARM/COOL/COLD)
Call recordingFull recording and transcript stored
AI summaryOne-paragraph summary of what they need
If a caller doesn’t want to give their name or email, the AI won’t push. It will still create a lead with whatever information is available — even a phone number alone is enough for you to call them back.

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Quick Actions

When you open any lead from the dashboard, you’ll see four action buttons:
1

Call Lead

Click to call the customer back through your AI phone number. The call shows your business number on their phone, not your personal mobile.
2

Send Email

Opens a compose window to send a follow-up email. The email is sent via your business email through Postmark — professional and reliable.
3

Send SMS

Send a quick text to the customer. Great for “Hi, just following up on your call about the boiler repair — when works for you?”
4

Convert to Appointment

Turn the lead into a booked appointment in one click. It pre-fills the customer’s name, phone, and service from the lead.

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Returning Callers

When someone who has called before rings again, your AI recognises them automatically.
  • The AI greets them by name: “Hi Sarah! Thanks for calling back.”
  • Their existing lead is updated (not duplicated) with the new call details.
  • You can see their full call history on the lead detail page.
Lead capture requires the Capture Lead Info toggle to be enabled in your Receptionist Settings. If it’s turned off, the AI will still answer calls but won’t ask for or store contact details.

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How Lead Scoring Works

Every lead gets an automatic temperature score from 0 to 100, calculated from 7 factors during the call. See the Lead Board article for the full breakdown of scoring factors and what each temperature means.
The AI captures leads on every call by default. If you want it to only answer questions without collecting details (e.g. for FAQ-only mode), turn off Capture Lead Info in Receptionist Settings.
You can edit any lead from the dashboard. Click the lead, then click Edit to update the name, phone, email, service, or notes. Your edits are always preserved — even if the same person calls again.
No. Leads are kept permanently unless you delete them manually. If you have HIPAA mode enabled, call transcripts may be purged after your configured retention period, but the lead record itself stays.