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AI call answering for Technical support helpdesks

Give your service desk context before the callback

Capture the issue, identify how many people are affected and route calls using the support team’s escalation rules.

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IT support worker listening and taking notes

Answers grounded in your business

Approved troubleshooting articles, supported products, escalation categories and support hours. Do not collect passwords, access tokens or one-time codes.

Load the approved sources your team uses. Sofie asks relevant follow-up questions, keeps the conversation focused and passes questions outside that information to the right person. Keep time-sensitive information up to date; a supplied document is not a live system connection.

Hear There247 in action

App sign-in issue

A real product demonstration for technical support helpdesks: the caller’s request, Sofie’s follow-up questions and the agreed next step.

Recording coming soon

For now, explore the written example or request a demonstration with your business details.

Two calls your team could receive

Names, addresses, product details, prices, references and masked callback numbers below are fictional. SMS and email show the same enquiry details. Your rules determine which handoff is used; warm transfers are available on Premium and Business.

App sign-in issue

“I can’t sign in to the scheduling app after the update.”

There247 asks: What error do you see, and is anyone else on your team affected? Sofie also confirms the caller’s name and callback number when a handoff is needed.

Captures: Caller name, organisation, affected app, error, scope and callback number.

Next step: Send the issue to the service desk for account support.

What your team could receive

Example SMS

Jamie Example at Sample Services sees “Sign-in unavailable” in the scheduling app after an update. One user affected. Callback: 021 XXX 0027. Send the issue to the service desk for account support.

Example email

Subject: App sign-in issue

Body: Jamie Example at Sample Services sees “Sign-in unavailable” in the scheduling app after an update. One user affected. Callback: 021 XXX 0027.

Follow-up: Send the issue to the service desk for account support.

Example warm introduction — if available

“Hi, this is Sofie from There247. I have Jamie Example from Sample Services on the line. They’re seeing a sign-in error in the scheduling app and say one user is affected. Can I connect you now?”

Office-wide connection outage

“Nobody in our office can get online.”

There247 asks: Which site is affected, when did it start, and how many staff are affected? Sofie also confirms the caller’s name and callback number when a handoff is needed.

Captures: Caller name, organisation, site, start time, approximate number of affected staff and callback number.

Next step: Route the outage to the on-call technician using the helpdesk’s escalation rules.

What your team could receive

Example SMS

Taylor Example at Sample Services reports the Sample Road office lost internet at 9:10 am. About 25 staff are affected. Callback: 021 XXX 0028. Route the outage to the on-call technician using the helpdesk’s escalation rules.

Example email

Subject: Office-wide connection outage

Body: Taylor Example at Sample Services reports the Sample Road office lost internet at 9:10 am. About 25 staff are affected. Callback: 021 XXX 0028.

Follow-up: Route the outage to the on-call technician using the helpdesk’s escalation rules.

Example warm introduction — if available

“Hi, this is Sofie from There247. I have Taylor Example from Sample Services on the line. Their Sample Road office lost internet at 9:10 am and about 25 staff are affected. Can I connect you now?”

Set up the questions and the next step

Load the right information

Approved troubleshooting articles, supported products, escalation categories and support hours. Do not collect passwords, access tokens or one-time codes.

Agree the routing

Choose who receives app sign-in issue enquiries and who handles office-wide connection outage requests. Provide branch contacts, coverage hours and any approved escalation rules.

Test the fallback

Test an answered call, a question missing from the knowledge sources and a transfer nobody accepts. Agree what the caller hears and who follows up.

Common questions

Can There247 confirm bookings, availability or account changes?

The examples on this page capture and route enquiries. Your team confirms bookings, stock, attendance and account changes. Sofie can share approved information, including supplied prices or availability, with any relevant date or limitation.

What if the caller needs a person?

Sofie can introduce the caller to the appropriate team member under your rules. Warm transfers are available on Premium and Business. If nobody answers, use your agreed fallback and notification route.

Can we use it only when the team is busy or closed?

Yes. Agree when calls should reach There247 and configure the routing for your existing number and phone provider. Test the arrangement before relying on it.

What should stay with our authorised team?

Approved troubleshooting articles, supported products, escalation categories and support hours. Do not collect passwords, access tokens or one-time codes. Keep the enquiry to the minimum needed to route it, and apply your privacy and identity-verification procedures.

Explore the call-handling options

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Try it with the calls your business receives

Tell us about your services, hours, knowledge sources and call-handling rules. We help configure and test your call handling. Your seven-day trial starts once forwarding is connected and the service is activated. Keep your existing business number and agree when There247 should answer.

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