AI Phone - FAQ

Getting Started

What is Skimmer AI phone?

AI phone is an AI-powered receptionist that answers incoming calls 24/7. It handles customer inquiries, captures leads, and responds to questions—even when no one is available to answer the phone.

How does AI phone help?

AI phone allows you to:

  • Focus on field work instead of answering every call
  • Capture leads that would otherwise be missed
  • Provide 24/7 availability without hiring staff
  • Deliver a more consistent customer experience

How does my AI agent know what to say?

AI phone is trained using:

  • Your business website (automatically pulled in during setup)
  • Pool service industry knowledge
  • A customizable knowledge base

During setup, the system pulls details like services, hours, and service areas. You can edit and expand this knowledge at any time to improve responses (AI Phone > Knowledge).

Can I test the AI before going live?

Yes. You can place a test call directly in Skimmer to hear how the AI responds and make adjustments before fully enabling (AI Phone > Test and Activate).

Can I customize my AI agent?

Yes. Agent Customization allows you to:

  • Choose the AI's name and voice
  • Decide whether it identifies itself as AI
  • Add or update knowledge it uses
  • Enable customer recognition (greeting callers by name)

Call Handling

What are the call handling options?

When enabled, AI phone forwards calls to your AI agent's phone number. You can either forward all calls or just missed calls.

When I forward my company phone number to AI phone, will it see all calls as coming from my number?

No. AI phone sees the caller's phone number and cross references it with your customer records.

Why didn’t the AI agent recognize an existing customer?

This happens when the customer calls from a number not listed on their account. To fix this:

  • Add the call record to the correct customer account
  • Delete the duplicate record
  • Update the customer’s phone number

Can calls be transferred to a real person?

Yes. You can configure transfer rules to escalate calls when needed.

What happens if a transferred call is not answered?

If a call cannot be transferred, the AI informs the caller and offers to take a message.

What does AI phone do when it doesn’t know the answer?

It will say it doesn’t know and offer to take a message or transfer the caller.

Can unwanted callers be blocked?

Yes. You can block specific phone numbers and manage blocked calls.

Does AI phone screen scam calls?

AI phone cannot block all scam calls, but you can block numbers from interacting with your AI agent.

Customer Recognition

Can AI phone recognize existing customers?

Yes. If a caller’s number matches a customer, the AI can greet them by name.

Note: Customer data may take up to ~4 hours to sync.

What happens when a new customer calls?

The AI captures caller information, creates a lead, and logs the interaction.

Why are my customers being asked to give their name twice?

This usually happens if you are forwarding calls from a Google Voice number. To avoid this, Skimmer recommends you turn off Google Voice Call Screening.

Features & Limitations

What kind of call detail can I view?

You can view summaries, transcripts, recordings, and sentiment ratings.

Does AI phone create work orders?

No. Work orders must be created manually for now.

Are there any limitations?

  • Customer recognition delays due to syncing
  • Duplicate records may occur
  • Setup varies by phone provider
  • New number assigned if you cancel and rejoin

What VoIP providers are supported?

AI phone supports Dialpad, Quo, Grasshopper, Google Voice, and TextNow. If you’re using a VoIP provider, call forwarding is set up in that provider’s dashboard or app, not with carrier dial codes. The Set up call forwarding window in Skimmer provides step-by-step instructions for the provider you select.

Account Management

How do I cancel AI phone?

Cancel from the Payment Method page under Manage Addons.  When the AI Phone add-on is deactivated, the account owner automatically receives an email that includes the following information:

  • Confirmation that the AI agent is no longer answering calls. 
  • Notification that Skimmer will retain the AI agent and phone number for 30 days in case you want to resubscribe. 
  • Information on removing call forwarding to the AI phone number.

Pro Tips

How should I prepare for launch?

  • Update customer phone numbers
  • Add your own number as a contact
  • Save your AI phone number

What should I monitor after launch?

Review call history daily and update your knowledge base.

Best practices

  • Review call logs
  • Follow up with leads
  • Update knowledge base regularly

When should I update the Knowledge Base?

After any business change like pricing, services, or hours.