Call Transcript Records

KrispCall generates a transcript for calls made through its phone app, giving a written record of what was said on the call. A Beam agent reads a transcript once a call ends and checks it against the rule a support or sales team has approved, such as flagging calls that mention a refund or a cancellation. Where the connector and account permissions allow it, the agent saves a summary to the customer's record and notifies the right team when a flagged topic comes up. Transcripts that are incomplete, unclear, or touch a sensitive topic the rule doesn't cover are routed to a human to review.

Missed Call Follow Ups

KrispCall records missed and unanswered calls alongside completed ones, so a business can see who tried to reach it and wasn't picked up in time. A Beam agent reads the missed call list on a set schedule and checks each entry against the caller's existing record to see if they are already a customer. Where the connector allows it, the agent schedules or requests a callback through the workflow the business has approved and notes the attempt against the caller's record. Callers with no matching record, or calls tied to a number already flagged as spam, are routed to a human.

Call Routing Rules

KrispCall lets a business set rules for how an incoming call gets directed, such as by department, time of day, or caller history on file. A Beam agent reads an incoming call's details against these rules before it connects anywhere, confirming the caller fits the criteria the routing rule expects to see. Where the connector and account permissions allow it, the agent applies the approved routing and notes the outcome against the caller's record. Calls that don't fit any existing rule, or that come from a number the business has flagged for manual handling, are routed to a human instead.