How it works
Forward your line. Publish your answers. Set your rules.
There is no new number for your customers to learn and nothing to install. Your carrier sends the calls you choose to a TurnTaker line, and the rest of this page is what happens next.
Getting set up
We do the setting up, with you
In the first version of the product you do not configure an agent on your own. We sit with you, write it, and you read it back before a caller ever hears it.
- 01
We write down what your business answers
Your hours, your holidays, the twenty questions you get asked, the standing rules — no call-outs on a Sunday, always take a name. They go in as entries, and they are the only thing your agent knows.
- 02
We write the rules for who gets put through
By time, by day, by which line they rang, and by whether they have called before. First match wins, they are evaluated in code before the model is involved, and the rule that decided is recorded on the call.
- 03
You test it before it is live
We publish a draft and you ring it, or type at it, until it sounds like your business. Only a published version ever answers a real caller.
- 04
You forward your line
Busy, no answer, after hours — whichever you choose, at your carrier. Your number stays yours. Turning it off is the same switch in reverse.
Editing it yourself comes next
On the call
What a caller gets
Read one end to end. This is the shape of most after-hours calls: a question the published hours answer, then a message with the details read back.
TurnTakerCaller
- TurnTaker0:00
Sunny Coast Plumbing. You've reached TurnTaker, the after-hours AI. How can I help?
- Caller0:04
Hi, my hot water's gone cold. Can anyone come out tonight?
- TurnTaker0:08
Tonight's call-outs are for leaks and bursts. Cold water can wait until the morning, and the first slot is 7 am.
- Caller0:15
Seven's fine. Can you book me in?
- TurnTaker0:18
I'll take a message for Dan, and he'll call you first thing. What's the best number?
- Caller0:23
Oh four one two, five five five, oh one nine.
- TurnTaker0:27
Got it, 0412 555 019. And the address?
- Caller0:30
14 Wirra Street, Buderim.
- TurnTaker0:33
Thanks. Dan will have that before he starts, and he'll call you first. Good night.
- Caller0:38
Great, thanks.
What it can do
Answer, transfer, take a message, send a text, book
Five things, and which of them are on the table is decided by your rules before the caller has spoken — not by the model deciding what it feels like doing.
Answer from what you published
Every published entry is in front of the model on every call — there is no search step that might miss one. Where there is no published answer it says so and takes a message rather than filling the gap.
Transfer to a real person
Either straight away, because a rule says so, or mid-conversation from the destinations that rule allows. A destination is only offered inside its own opening hours, and that is checked in code.
Take a message or a callback
Name, number, and what it is about, read back to the caller before the call ends. Either can be marked urgent, judged against criteria you write in your own words. Urgent changes who is told, never what happens to the caller.
Send a text the caller can act on
A booking link, an address, a form. The words are a template we wrote with you, sent exactly as written, and only after the caller has confirmed their number.
Check the diary and book
Against Google Calendar or a booking system we hold a key for: find a time, make an appointment, look one up, cancel it. If the provider does not answer, the caller is told and it becomes a message rather than a silence.
Say it can't help
And end the call cleanly. A caller who is told nobody can help them tonight and that a message is on its way has had a better call than one who was kept talking.
Afterwards
What reaches you
Every call is in the dashboard. Only the ones that need a person interrupt you, and you choose who and how.
The call record
Transcript with turn timings, the recording, the summary, the outcome, the caller's history, and which rule fired. One outcome per call, set by code from what happened.
The queue
Messages, callbacks and anything flagged, in one list with done and not-done. It is the list a person works through, rather than a second inbox.
The notification
Email, SMS, or a signed webhook into whatever you already use. Per event as it happens, or one summary a day at an hour you choose. Urgent is always immediate.
The questions nothing answered
What callers asked that your agent could not answer, grouped and counted, each linked to the call it came from. You answer one, and the next caller gets it.
The monthly report
How many after-hours calls were answered, how many messages and callbacks were taken and dealt with, and the questions that went unanswered.
Nothing else
No score, no sentiment, no dashboard of numbers nobody acts on. The report is three figures because three is what changes what you do next.
The dashboard reviews calls rather than watching them happen: there is no live listen and no take-over. What replaces them is testing a change before it reaches a caller. What we hold and for how long is on the security page.
See it answer one of your calls
Book a demo and we will set an agent up against your own hours, your own answers and your own transfer rules, and you can ring it.