AI Phone – Update Settings

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As you use AI Phone, you may find you need to refine or update its settings. The AI Phone screen allows you to adjust these settings without disrupting the AI agent’s ability to handle customer calls. Your user account will need access to the  Can view AI phone page permission. 

Block a Number

Blocking a number does not prevent a person from calling your business. It only prevents the AI agent from handling the call.

Skimmer recommends you use the block number option for spam callers.  Blocked caller handling varies based on your AI Phone configuration:

  • If the blocked caller dials the AI phone number directly, the AI agent will not answer the call.
  • If the blocked caller dials the your company number and you have call forwarding to AI phone setup for missed calls, then the call is routed to your company number first.  If you do not answer the call, it is routed to the AI agent who will not answer the call.
  • If the blocked caller dials your company number and you have AI phone configured to answer all calls, the call is routed to the AI agent who will not answer it.

From Call Details . . .

  1. Open the call in your call history
  2. Click the Block Number button
  3. Click the Block Number button to confirm

From Settings . . .

  1. On the AI Phone page, click the Settings gear
  2. In the left navigation, click the Blocked Numbers option
  3. Click the Block Number button
  4. Add the number manually


Unblock a Number

From Call Details . . .

  1. Open the call in your call history
  2. Click the Unblock button and the number is immediately unblocked

From Settings . . .

  1. On the AI Phone page, click the Settings gear
  2. In the left navigation, click the Blocked Numbers option
  3. Search or browse to locate the number
  4. Click the trashcan icon to the right of the phone number
  5. Click the Unblock button to confirm. The number is immediately unblocked.


Add a Transfer Rule

  1. From the AI Phone page, click the Settings gear
  2. In the left navigation, click the Transfer Rules option
  3. Click Add Rule


Update the Knowledge Base

The Knowledge tab allows you to review, edit, delete, or add entries. For instance, if you add a new service, you will want to add it to your Services Offered entry.

  1. From the AI Phone page, click the Knowledge tab at the top
  2. From this tab you can:
    • Delete an entry by clicking the trashcan icon to the right of the entry.
    • Edit an entry by clicking the pencil icon to the right of the entry.
    • Add a new entry by clicking the Add More Knowledge button.


Customize Your AI Agent

  1. From the AI Phone page, click the Settings gear, and by default the Agent Customization screen will appear  
  2. From this page you can update your agent’s name and voice as well as your business name. In addition, you can enable/disable the Disclose as AI and Greet by Name options.
  3. Click the Save button to save your changes.


Update Call Forwarding

Mobile and Landline Setup . . .

  1. On the AI Phone screen, click the Settings gear
  2. Select Call Forwarding, then choose your phone carrier from the list
  3. Enter your business phone number
  4. Choose your forwarding type
  5. Dial the carrier-specific activation code (shown in the app) from your phone. Note that iPhone Users must disable these settings before call forwarding will work: 
    • Live Voicemail — Go to Settings > Phone and turn off Live Voicemail
    • Screen Unknown Callers — Go to Settings > Phone > Silence Unknown Callers and set to "Never"

VoIP Setup . . .

  • Dialpad: Configure in Settings > Your Devices (refer to Dialpad's call forwarding documentation)
  • Quo: Configure in Settings > Phone Numbers > Call Flows (refer to Quo's documentation)

Disable Mobile and Landline . . .

  1. Dial the deactivation code for your carrier from your phone
  2. Confirm the change in the AI Phone settings in Skimmer

Disable VoIP . . .

  • For VoIP providers, follow the provider's specific disable instructions, then confirm in the app.

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