Customer calls are routed directly to the Flip Assistant.

If the call is successfully automated and resolved, a new conversation item will be created in Gladly when the call is completed, so that the call is part of the customer history.

If the call needs manual support but no operator is available (e.g. after hours), a task will be created for an agent to follow up easily from. Both the resolved and open calls will be associated with the caller’s phone number.

Benefits