"Always On" lets Voice Assist answer every call to your tracking number during business hours, not just the calls your team misses. This means callers always get an immediate, helpful response instead of ringing through to voicemail or going unanswered while your line is busy. If a caller would rather speak with a person, Voice Assist connects them right away to your forwarding number, so you never have to choose between having an always-available assistant and giving callers the option to reach a human.
Before You Begin
- You need an active Voice Assist plan.
- Your account's business hours must be set up in your Business Profile. "Always On" uses these hours to know when it should be answering calls.
Turn On "Always On"
1. From your home page, click the Settings icon.
2. Open Numbers under Lead Capture.
3. Click the number you want to edit.
4. Click the pencil icon in the Call options section.
5. Select Number under Forward calls to.
6. Under Voice Assist will step in when: review the two available options:
- After Hours and Overflow: these can be turned on together, and Voice Assist only picks up calls your team misses.
- Always: Voice Assist answers every call during business hours.
Select Always. Turning this on automatically clears After Hours and Overflow. Please note: only one option can be active at a time.
7. Confirm your business hours are correct in Business Profile. "Always On” only answers calls during these hours.
8. Confirm the number in Forward calls to is correct. This is the number Voice Assist transfers callers to when they ask to speak with a person, and it's also where calls go automatically outside business hours.
9. Save your changes.
How "Always On" Handles Calls
- During business hours, Voice Assist answers every incoming call first and helps the caller, rather than waiting for a missed call like After Hours does.
- If a caller asks to speak with a person (for example, "can I talk to someone" or "let me speak to a representative"), Voice Assist immediately transfers the call to your Forward calls to number.
- If that transferred call isn't answered, it falls back to voicemail.
- Outside business hours, Voice Assist still answers calls, but it won't offer the transfer-to-a-human option during that time. This works the same way your existing After Hours option does.
Frequently Asked Questions
Can I use "Always On" together with After Hours or Overflow?
No. "Always On" is a separate option from After Hours and Overflow. Turning on "Always On" turns off After Hours and Overflow, and turning on either of those turns off "Always On".
What happens if Voice Assist doesn't recognize that a caller wants a human?
Voice Assist uses the same "ask for a human" detection used elsewhere in Call Flows. It's designed to recognize common phrasing, but it may not catch every way a caller could ask. If you need more precise control over when calls transfer to a person, consider building a dedicated call flow instead.
What happens if no one answers the transferred call?
The call falls back to voicemail.