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Built, connected and tuned for you

How Infold answers, books and follows up

When you can’t pick up, Infold answers in your business’s name, follows the rules you set, books into your calendar and texts the caller a confirmation. Urgent calls reach your on-call person straight away, and you get a summary every morning. We build it, connect it and keep tuning it.

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Read the greeting
  1. Thanks for calling Harbour Dental!
  2. You’re speaking with Sam, our AI receptionist.
  3. This call is recorded.
  4. How can I help you today?

A real recording of Infold’s voice, set up as the greeting for a sample dental office.

A front-desk coordinator on a desk phone at her workstation, monitors behind her

After hours · Tue 9:42 PM

  1. Incoming call · 9:42 PM After hours — answered right away
  2. Booked Wed 8:30 AM Slot re-checked, then booked
  3. 7:00 AM summary 6 calls · 4 booked · 1 urgent (sample)

Illustrative · fictional caller, real workflow

  1. 01 Answer
  2. 02 Understand
  3. 03 Check your rules
  4. 04 Act
  5. 05 Follow up
  6. 06 Morning summary
The call journey

What happens when Infold answers a call?

The same six steps, on every call. Here’s one after-hours call to a dental clinic, from the first ring to the next morning’s summary.

Sample call · fictional business and caller, real workflow

  1. Answer

    It answers in your business’s name

    Calls are picked up right away — after hours, on a busy line, or while your team is with someone. The greeting is yours, and it tells callers they’re speaking with your AI assistant.

  2. Understand

    It works out what the caller needs

    Callers talk the way they normally do — interruptions, changes of mind, “actually, is Friday better?”. It picks out the reason for the call and the details that matter.

  3. Check your rules

    Your rules decide what happens next

    Before it acts, it checks the rules you set: what counts as urgent, what it may book, the prices it may quote, the details it must collect first. What it doesn’t know, it doesn’t guess.

  4. Act

    It books, transfers or takes a message

    It books, changes or cancels in your calendar where it’s connected, re-checking the slot at the moment it books. Urgent calls go to your on-call person. Everything else becomes a clear message.

  5. Follow up

    The caller gets a text. Your team gets the details.

    Callers get a text confirming what was booked. Anything that needs a person reaches your team with the name, number and what was said — so nobody calls back cold.

  6. Morning summary

    You open up knowing what happened

    Every call, booking and message from the night, in one place when you open. Urgent calls are already flagged, and messages are waiting with everything you need to call back.

    See a full morning summary
How it stays on script

Natural conversation. Controlled actions.

Infold keeps talking and doing apart. The conversation is flexible; the actions aren’t. Nothing is booked, quoted or sent unless it passes the rules you approved.

01 Understand

A natural conversation: it works out what the caller needs, in their own words — interruptions, accents, changes of mind.

02 Check

Your rules, checked before it acts:

  • The details you require
  • The services you offer
  • The prices you approve
  • A live calendar check, where connected

03 Act

Only when the checks pass, it:

  • Books, changes or cancels
  • Texts a confirmation
  • Transfers to a person

Otherwise, it takes the details for your team.

Safety and handoff

What happens when a caller needs a person?

It hands off on your rules. Urgent calls go to the person you choose, straight away, with the details. If nobody picks up, it takes a full message, texts your team and tells the caller what happens next.

  1. A call matches an urgent rule

    You decide what’s urgent — no heat, a flood, a cracked tooth, a court deadline.

  2. Safety steps come first

    If your rules include one — “if you smell gas, leave the house and call 911” — the caller hears it before anything else.

  3. Your on-call person gets it now

    By call or text, with the caller’s name, number and what happened.

  4. No answer? Nothing is dropped.

    It takes the details, texts your team and tells the caller what happens next.

It always

  • Says it’s an AI assistant at the start of every call
  • Checks urgent and safety rules first
  • Answers only from information you’ve approved
  • Collects the details you require before booking
  • Transfers to your team when a person is needed

It never

  • Gives clinical, legal or diagnostic advice
  • Quotes a price you haven’t approved
  • Books a time you haven’t opened
  • Guesses — if it doesn’t know, it takes a message

Read more about how we handle call data and safety.

A day of calls

What does a whole day look like?

Scroll through one illustrative day at a small plumbing and heating company. Switch between “Without Infold” and “With Infold” to see what happens to each call.

One Tuesday at a two-truck plumbing and heating company

  1. 6:48 AM Before the crew heads out

    “Can someone look at my water heater this week?”

    Without Infold: Voicemail — no message left

    With Infold: Booked Thursday 10 AM – noon · notes added

  2. 9:15 AM Owner under a sink

    “How much is a drain cleaning?”

    Without Infold: Rang out

    With Infold: Quoted from your price list · booked Wed 1:00 PM

  3. 12:05 PM Lunch

    “My furnace is making a banging noise.”

    Without Infold: Voicemail — message left

    With Infold: Service call booked Friday 8–10 AM

  4. 2:40 PM Both trucks on jobs

    “Is the plumber still coming at three?”

    Without Infold: Picked up after seven rings

    With Infold: Arrival window confirmed · message passed to the tech

  5. 5:52 PM Closing time

    “Water’s coming up through the basement floor drain.”

    Without Infold: Voicemail — no message left

    With Infold: On-call plumber texted · approved safety steps given

  6. 8:30 PM Evening

    “Can I move tomorrow’s appointment to next week?”

    Without Infold: Hung up

    With Infold: Moved to next Tuesday 9–11 AM

  7. 10:47 PM Overnight

    “Do you install tankless water heaters? I’d like a quote.”

    Without Infold: Voicemail — no message left

    With Infold: Quote visit booked Monday 3:00 PM

Next morning · 7:00 AM Your summary of the day Illustrative
Calls answered
7
Booked or changed
5
Urgent, handled
1
Messages for you
1

After hours

  • 6:48 AM Booked Thursday 10 AM – noon
  • 5:52 PM On-call plumber texted
  • 8:30 PM Moved to next Tuesday 9–11 AM
  • 10:47 PM Quote visit booked Monday 3:00 PM
Next morning · 7:00 AM Your voicemail and missed calls Illustrative
Answered, late
1
Messages to return
1
Lost or unknown
5

After hours

  • 6:48 AM Voicemail — no message left
  • 5:52 PM Voicemail — no message left
  • 8:30 PM Hung up
  • 10:47 PM Voicemail — no message left

Illustrative day. Fictional calls; the handling shown is how Infold works.

Setup

How does setup work?

We do the setup. One 30-minute call, then we build and test it, then you forward your line. You’re live in 2 business days once we have access and your approvals.

What we do

We set it up, connect your calendar, test it with you, and keep improving it from real calls.

What your team does

Your team approves the answers and rules, decides what’s urgent, and handles the calls Infold passes on.

  1. Day 1

    Step 1: A 30-minute setup call

    We go through your hours, services, the prices you quote, your booking rules and who gets urgent calls — and set up access to your calendar or software.

    Setup call · 30 min Example
    10:00–10:30 AM · video or phone
    • Hours
    • Services
    • Prices you quote
    • Booking rules
    • Urgent contacts
    You + Infold Accepted
  2. Days 1–2

    Step 2: We build it — you try to break it

    We write your greeting and answers, connect your calendar and set your rules. Then you call it yourself, and we tune it until it handles your hardest calls.

    Test call You try to break it Example
    1. You, testing

      Can I get a discount for cash?

    2. Infold

      I can’t promise that — the team will call you back.

    Only your approved answers

  3. Go live

    Step 3: Forward your line

    Keep your number. Choose when Infold answers — after hours, when you’re busy, or always — and switch it on with one setting.

    Call forwarding Your number · one setting

    Your phone rings you first. No answer after 4 rings, or the line is busy? Infold answers.

    Example setting. You choose when calls forward.

What we need from you

Bring these to the setup call. Rough answers are fine — we fill the gaps together.

  • Your hours Including lunch, holidays and anything seasonal
  • Your services What you offer and how long each one takes
  • The prices you quote Only the ones you’re happy for it to say out loud
  • Your booking rules Who books what, new versus returning, buffers
  • Who gets urgent calls The person, the number, and call or text
  • Calendar or software access So it can see open times and book into them

What we handle

  • Write your greeting and answers, in your words
  • Connect your calendar or practice software
  • Set your urgent, safety and handoff rules
  • Set up confirmation texts and team alerts
  • Test it with you until it handles your hardest calls
  • Walk you through call forwarding

Which systems connect today, and which we connect during setup? See integrations.

Keep your number

Do I need a new phone number?

No. You keep your number and your phones. Calls forward to Infold when you choose — after hours, when you’re busy, or always. It’s one setting with your phone provider, and we walk you through it.

Not sure what your provider supports? We check it with you on the setup call, and you can change the mode later.

More on each mode: after-hours answering and overflow answering for busy lines. Step-by-step carrier instructions: how to forward business calls in Canada.

Choose when Infold answers

Your team by day. Infold once you close.

  1. Caller dials your number
  2. You’re closed
  3. Infold answers

During open hours your phones work exactly as they do now. Evenings, weekends and holidays, calls go straight to Infold.

Good for a front desk that’s covered all day.

Your team first. Infold catches the rest.

  1. Caller dials your number
  2. No answer, or line busy
  3. Infold answers

Your phones ring first. If nobody picks up after a few rings, or the line is already busy, the call forwards to Infold — at lunch, on a packed morning or after you close.

Good for teams who want to answer most calls themselves.

All your calls go to Infold first.

  1. Caller dials your number
  2. Infold answers
  3. Transfers when needed

Your phone forwards straight to Infold. It books what it can, takes the details of the rest, and transfers to your team when a person is needed.

Good for owner-operators and crews who are always on the tools.

  • Infold answers
  • Your team answers
  • Your team first, then Infold

Example open hours: 8:00 AM – 5:30 PM.

After go-live

What happens after you go live?

We keep improving it, and you always know what came in. We review calls and fix anything that didn’t go the way you’d want. Every morning, you get a summary of the night.

Ongoing tuning

Your receptionist isn’t set and forgotten. When callers ask something new, or your hours, services or prices change, we update it.

  1. Week 1

    Callers kept asking about parking. We added your answer once you approved it.

  2. Week 2

    “Knocked-out tooth” added to your urgent rules — those calls now go straight to the on-call dentist.

  3. Week 3

    New Saturday hours. Greeting and bookable times updated.

  4. Ongoing

    Calls that ended in a message instead of a booking are reviewed, to see whether a rule should change.

Illustrative tuning notes

Overnight summary · Lakeshore Dental

From Infold · Wed 7:00 AM

Calls answered
6
Booked or changed
4
Urgent, handled
1
Messages for you
1
Calls overnight, with what Infold did
TimeCallerWhat happened
9:42 PM Sam R. Cracked tooth, in pain Urgent · booked Wed 8:30 AM
10:08 PM Maria L. Move Thursday’s cleaning Moved to Fri 3:15 PM
11:52 PM Dev P. Can’t make tomorrow at 10 Cancelled · 10:00 is open
6:31 AM Priya K. New patient, asked about insurance New-patient exam, Mon 9:00 AM
6:48 AM Jordan T. Question about a bill Message · call back today
6:55 AM Chris W. Invisalign consultation Booked Tue 4:00 PM

Illustrative summary · fictional clinic and callers

Call reporting keeps the same detail for every call, so you can look back at what came in and what happened.

Questions

How it works, answered.

Still wondering about something? Ask us on a demo — or read more:

How does an AI receptionist work?

When a call comes in, Infold answers in your business’s name, works out what the caller needs, checks the rules you’ve set, then books, transfers or takes a message. Callers get a text confirmation, urgent calls reach your on-call person right away, and you get a summary every morning.

Do callers know they’re talking to an AI?

Yes. It tells callers it’s your AI assistant at the start of every call, then gets on with what they called for — answering the question, booking the time or passing on the message.

Can it book straight into my calendar?

Yes, where your calendar or software is connected. Google Calendar, Microsoft 365, Open Dental, Shopmonkey and HubSpot connect today; many other systems are connected during setup. It only offers times you’ve opened and re-checks the slot at the moment it books. If a system can’t connect, it holds the request and texts your team to confirm.

What happens with emergencies?

You decide what counts as urgent. Those calls go to your on-call person straight away by call or text, with the caller’s name, number and what happened. If your rules include a safety step, such as leaving the house when there’s a smell of gas, the caller hears it first.

Do I have to change my phone number?

No. You keep your number. Calls forward to Infold after hours, when you’re busy, or always — your choice. It’s one setting with your phone provider, and we walk you through it.

How long does setup take?

Live in 2 business days once we have access and your approvals. It starts with a 30-minute setup call; we build and test it, you call it yourself, then you forward your line.

What if it doesn’t know the answer?

It doesn’t guess. It answers only from information you’ve approved. For anything else, it takes the caller’s details and tells them your team will call back.

Does it give medical or legal advice?

No. For dental offices, clinics, veterinary clinics and law firms it handles intake and booking only — never clinical, legal or diagnostic advice.

Who keeps it up to date after go-live?

We do. We review calls and keep improving it. When your hours, services or prices change, tell us and we update it.

See it handle calls like yours.

Book a 20-minute demo. We’ll show Infold answering calls for a business like yours, go through your rules and give you a go-live date.

Book a demo See pricing