Communications
Call Center & AI Receptionist
IVR, contact center, AI voice agent, and call analytics.
5 min readCall Center & AI Receptionist
Overview
The Call Center (call-service) is a separate ServiceFlow application for IVR, contact center queues, AI voice receptionist, call recording, and call analytics. Operational CRM stays in the main app; telephony depth lives in call-service.
How to access
This guide lives in ServiceFlow docs, but full documentation is hosted on the call-service app:
From the main app (when automated calling is enabled):
- Calls or Automated Calls menu → opens call-service in a new tab with SSO token
- Production:
https://call-service.serviceflow-pro.com
What you can do today
(In call-service — see external docs for detail)
- Configure call flows, IVR menus, and business hours routing.
- Run AI receptionist scripts for lead capture and booking handoff.
- Monitor live calls and historical analytics.
- Integrate with Twilio & Telnyx numbers provisioned for voice.
Prerequisites
- Automated calling integration enabled for your business.
- Voice provider and phone numbers configured.
- Admin access to call-service settings.
Step-by-step
Open call-service from ServiceFlow
- Confirm Settings → Integrations has automated calling enabled.
- Click Automated Calls (or Calls) in the main menu.
- Call-service opens authenticated—follow in-app Call Flow Docs link for setup wizards.
For setup details
Use the external documentation site linked above for:
- Creating call flows
- AI agent prompts
- Queue and ring group configuration
- Webhook and recording settings
Current limitations
- External app — call configuration is not fully inside main ServiceFlow settings.
- Deep docs are maintained on call-service, not duplicated here.
- SMS in main app vs voice in call-service can confuse staff until menus are customized.
Roadmap
- Embedded call status on job and customer records in main app.
- Unified reporting across SMS, voice, and Messenger.
- One integration panel linking Twilio voice and SMS.