Appointment Request + Open
- Primary
- Use scheduling tool
- Fallback
- Transfer call
- Recipients
- Lead and selected team members
- Collect
- Name, phone, reason for call, preferred appointment time
Human-in-the-Loop™
Calls Handled According to Your Business Rules
SiteGlue routes and responds to calls based on intent, office status, caller type, location, urgency, and your approved policies.
Channel-specific policies that determine how calls are handled based on industry, caller intent, caller type, business hours, local time, location, department, urgency, scheduling availability, team-member availability, primary action, fallback action, transfer rules, whisper messages, and data-collection requirements.
Rule dimensions
What your policies can consider
- Industry
- Intent
- Office status
- Caller type
- Location
- Department
- Team availability
- Priority
- Time zone
- Business hours
- Holiday hours
- Emergency status
- Scheduling requirements
Outcomes
What a rule can do
- Use scheduling tool
- Transfer call
- Create call report
- Take a message
- Play emergency message
- Provide office phone
- End call
- Send notification
- Use fallback action
- Route to selected recipients
Sample policy matrix
Lower priority numbers run first. Starter templates are reviewable before activation. Test Mode prevents live notifications where configured.
Emergency + Any Status
- Primary
- Play emergency message
- Fallback
- Transfer call
- Recipients
- Lead only
- Collect
- Name, phone, reason for call
Existing Customer + Closed
- Primary
- Create call report
- Fallback
- None
- Recipients
- Lead only
- Collect
- Name, phone, reason for call
Phone policies work with Team Handoff™ and Team Takeover™.
AI Built for Humans
Configure Phone Handling Rules
Route calls by intent, location, office status, caller type, and business policy.