Setting Up Your Hooroo Agent

Business Information

This section provides your AI with the fundamental knowledge about your business. It will use this information to answer basic questions from callers, such as "Where are you located?" or "What are your opening hours?".

  • Business Name: The official name of your business.

  • Business and services description: This is a crucial field. Write a clear and concise summary of what your business does, including the services you offer. The AI will use this as it's base knowledge, so if any questions come up that aren't covered specifically in your FAQs, the agent can draw on this knowledge to answer as best it can.

    • Recommendation: Be descriptive but to the point. Include keywords for your core services. For example: "Millerwatts Electricians is a trusted electrical and air conditioning service provider in Melbourne, known for their punctual and efficient service. We offer a lifetime warranty on workmanship."

  • Opening Hours: State your business hours clearly in natural language. The AI will relay this information to callers asking when you are open.

  • Website, Phone Number, Address: The AI will provide these details if a caller asks for them. Ensure they are accurate.

Agent Configuration

Here, you define your AI agent's personality, how it greets callers, and how it handles certain situations like spam calls.

  • Initial Greeting: This is the first thing your callers will hear. It sets the tone for the entire call.

    • Recommendation: Have the agent reveal that it's an AI in the initial greeting. This overwhelmingly leads to better call outcomes. e.g. "Hi, this is Millerwatts Electricians, I'm the AI assistant here, how can I help you today?" More information why we recommend doing this here: Recommendations for Better Call Outcomes

  • Agent Name: The name your AI will use if a caller asks for the AI's name.

  • Should we reveal that we are an AI agent?: This setting controls when the AI identifies itself as an AI.

    • Recommendation: We strongly suggest you have your AI announce that it is an AI early in the conversation. You can either do this by announcing it in your initial greeting as mentioned above, or by selecting "Proactively reveal you're an AI" in this section, which will prompt the AI to let the caller know it's an AI early in the call, but not in the first thing it says.

  • Agent Voice: Choose between a female or male voice for your agent.

  • Caller ID Handling: This feature controls how the AI agent confirms a caller's phone number when taking a message or sending a text lnk.

    • Confirm caller's number by reading it back:

      • Enabled (default): The agent will read back the caller's number from the caller ID for confirmation before sending a link or taking a message.

      • Disabled: The agent will always ask the caller for their best contact number directly, without confirming the number on file.

  • Spam/Solicitation Filtering: When toggled on, the AI will intelligently detect and politely end calls that appear to be spam or telemarketing, saving you from unwanted interruptions. When toggled off, the AI will hear out the offer, gather the details, and pass them on to you.

Custom Text Links

This feature enables your AI to send callers an SMS with a link in any given scenario, which is perfect for directing them to a booking page, your website, or an online resource.

  • How it works: You define a "Caller Scenario" (what the caller might say to trigger the text) and the "Link URL" to be sent.

  • Example:

    • Caller Scenario: If the caller expresses a desire to make a booking, mention that bookings are managed by sending a link, and that they just need to click the link to choose the best time for their booking. Confirm they would like to receive the link before sending it.

    • Link URL: https://your-booking-link.com

    • Purpose: Making a booking online

    • The AI will then say something like, "Okay, I can send you a link to our online booking page right now. Is that okay?" and then send the text.

Call Transfer Rules

Set up rules to have the AI transfer calls directly to another number. This is ideal for urgent inquiries, existing customers, or calls about specific, high-value jobs.

  • How it works: You define a "Caller Scenario for Transfer" (the trigger), a "Message Before Transfer" (what the AI says before connecting the call), and the "Transfer-to Phone Number".

  • Example:

    • Caller Scenario: Caller says they need to speak to Simon.

    • Message Before Transfer: Of course, I'll put you through right now. Please hold one moment.

    • Transfer to Phone Number: +61412345678

  • Important Recommendation: Avoid Call Transfer Loops. It is generally not recommended to set a transfer rule that forwards the call to the same number that is diverting to Hooroo.ai in the first place. If you missed the call initially, you will likely miss it again when the AI tries to transfer it back, causing the call to go in circles. Always transfer to a different number, such as a business partner's mobile or a dedicated office line.

Time-based Routing for Call Transfer Rules

Time-based routing allows you to define specific days and times when a call transfer rule is active.

It's useful for scenarios where a specific contact person is only available during business hours, or if you want to ensure urgent calls are only transferred to a live person when they are on duty.

If a call comes in outside of these defined hours, the AI agent will not transfer the call. Instead, it will take a message from the caller, which will then be sent to you.

How to set it up:

  1. Enable the rule: Check the box next to "Enable time-based routing for this rule."

  2. Select Active Days: Choose the specific days of the week when you want the transfer rule to be active. You can select any combination of Sunday through Saturday.

  3. Set Start and End Times:

    • Start time: Enter the time you want the rule to become active.

    • End time: Enter the time you want the rule to become inactive.

    • The transfer will only occur during this window on the selected days.

  4. Select Timezone: From the dropdown menu, select the timezone for your defined start and end times.

Message Questions

This section allows you to add the information you would like the agent to gather when it's taking a message. By default

  • How it works: Add custom question prompts that your agent will ask every time it takes a message.

  • Recommendation: Think about the key information you need to qualify a lead or prepare for a job. For example:

    • "Which suburb are you in?"

    • "Are you a new or existing customer?"

Frequently Asked Questions (FAQs)

This is a powerful section that allows you to pre-program answers to common questions, making your AI incredibly knowledgeable about your business.

  • How it works: You provide a "Question" and the "Answer" your AI should give.

  • Tip: You can be flexible in how these are worded, they don't need to be rigid questions and answers. You can use it to guide the conversation based on what the caller says. Frame the "Question" field as a trigger or a scenario, and the "Answer" field as the AI's type of response.

    • Scenario: Strict Q&A

      • Question: Do you do home callouts?

      • Answer: Yes we'll be able to come to your address.

    • Scenario: Flexibly Worded

      • Question: If a caller asks for a quote or pricing.

      • Answer: Casually tell them you can't provide a quote over the phone, but our senior electrician can. Take their details and let them know you'll get someone to call them back with an estimate shortly.

  • Tip: Make sure you only include information in your FAQ answers, not actions such as call transfers or text links. If your answer includes something like "Sure I'll transfer the call to Simon", the AI might say those words, but it won't transfer the call. Use each section for it's own purpose, more info on our recommendations here: Recommendations for Better Call Outcomes

NextRecommendations for Better Call Outcomes

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