# Voice Front Desk Agent

Canonical: https://synconai.com/ai-agents/voice-front-desk-agent

Type: Customer Service AI Agent for Salesforce · Category: Customer service · Status: Coming soon · Talks to customers

The Voice Front Desk Agent answers the business phone when nobody can. It greets the caller, works out who they are, takes a message or books a visit, sends emergencies straight to an on-call person, and texts the caller a summary.

Outcome: After hours and busy period calls are captured as Cases, Leads or bookings instead of lost.

- Works with: Callers who need a plumber. Office staff who review messages in the morning.
- Where: Phone through Agentforce Voice, SMS summary through Messaging
- Runs on: Service Cloud, Agentforce Voice with a supported telephony setup, Messaging for SMS, Agentforce
- Best fit: Trades and home services

A typical fit: A plumbing company with one on-call technician after 17:00.

## How it works

- **Greet and identify.** Open the call with the recording notice, find the caller and capture the reason.
- **Emergency routing.** Detect emergencies and transfer to the on-call person immediately.
- **Take message or book visit.** Record a message or book a visit, then send an SMS summary.

## The rules it follows

- The first sentence of every call is the recording and AI notice.
- If the transfer fails, tell the caller to call emergency services if anyone is in danger, create an Emergency Case and send an SMS to the on-call number.
- Never quote prices or promise arrival times.
- Keep each spoken reply to two short sentences. Ask one question at a time.
- Read back the address and callback number before ending the call.
- Transfer to a person if the caller asks for one, or if the agent fails to understand twice in a row.

## What we need from you

- On-call number, business hours, emergency terms, and legal wording for call recording notices in your region.

## Not included

- Outbound calls and call campaigns.
- Payments over the phone.
- Multi-language voice.
- Call recording storage and transcription reports.
- Dispatching technicians by GPS.

## FAQ

### What does the Voice Front Desk Agent do?

The Voice Front Desk Agent answers the business phone when nobody can. It greets the caller, works out who they are, takes a message or books a visit, sends emergencies straight to an on-call person, and texts the caller a summary. After hours and busy period calls are captured as Cases, Leads or bookings instead of lost.

### Which Salesforce products does it run on?

Service Cloud, Agentforce Voice with a supported telephony setup, Messaging for SMS, Agentforce. Confirm editions and licenses with your Salesforce account team.

### Where do people use it?

Phone through Agentforce Voice, SMS summary through Messaging.

### What does it not do?

Outbound calls and call campaigns; Payments over the phone; Multi-language voice; Call recording storage and transcription reports; Dispatching technicians by GPS.

### Is there a demo?

Not yet. This agent is in our build program and is coming soon. We can scope it for your org now, and show you the agents that are already live.

Confirm editions and licenses with your Salesforce account team.

All agents: https://synconai.com/ai-agents
Contact: https://synconai.com/contact-us