Specialists

A Specialist is an AI voice agent with a voice, a phone line, and a job description. It holds real conversations — interruptions, tangents, accents and all — and acts on them: booking appointments, qualifying enquiries, chasing paperwork, or transferring to a human.

What a Specialist knows

Each Specialist draws on three layers of knowledge:

1. Your briefing — the knowledge base you write: services, prices, policies, tone. This is the layer you control directly and should keep sharp.
2. Your systems — live data from connected calendars, CRMs and booking systems. This is how it offers actual availability, recognises repeat callers, and references a caller's history.
3. The conversation — everything said so far on the call, which it uses the way a good human does: to avoid repeating questions and to notice buying signals.

Calling Queues

Every Specialist works from a Calling Queue — the ordered list of calls it's responsible for. Calls land in a queue from three directions:

• Inbound routing — Callable Cloudphone sends live calls to the Specialist when your rules say so (overflow, after-hours, first-line).
• Tasks — background Tasks queue outbound calls with full context attached: call this client about their expiring fixed rate; here's their history.
• You and your team — anyone can drop a call into a queue manually: "have Ivy confirm tomorrow's appointments."

The queue is visible and manageable like any team member's workload: what's waiting, what's in progress, what's done, and what each call produced. Reprioritise, pause, or pull a call out for a human at any time.

The whole job, not just the talking

A Specialist doesn't hand its homework to anyone. After every call it does its own follow-through: logs the outcome, updates the CRM, sends the confirmation SMS or email, and queues its own follow-up call if the conversation needs one. By the time the caller has put their phone down, the paperwork is done.

Every call also produces a transcript, a recording, and an outcome classification (booked, quoted, callback, transferred, no-answer, not-interested) that feeds your analytics — and gives Tasks the raw material for their analysis, auditing and allocation work.

Limits, by design

Specialists are deliberately constrained. They won't promise anything outside their briefing, quote outside the ranges you set, or bluff an answer they don't have — the fallback is always "let me get someone to call you back," plus a queued callback that actually happens. When callers ask if they're speaking to an AI, Specialists answer honestly.