Conference Call
Bring in an expert, even mid-call.
Your AI receptionist rings the right person, tells them who's calling and why, and puts the caller through only after they say yes.
Private briefing · Connect after acceptance · Message taken if unavailable
The short answer
What is Frontly Conference Call?
Frontly Conference Call brings a human into a live call with your AI receptionist. While the caller waits on hold music, Frontly privately briefs the team member on who is calling and what they need, then asks whether they would like to join. If they accept, Frontly connects them. If they are unavailable, Frontly politely returns to the caller and takes a message.
The problem
A transfer needs someone ready to take it
Sending a call to another phone leaves a question unanswered: is the person on the other end ready to help?
Frontly checks first. Your team hears the caller's requirements privately, decides whether to join, and starts the conversation with context. If the handover cannot go ahead, Frontly takes care of the next step.
Private briefing
Briefed before they take the call
Your team hears “John is on the line about a burst pipe” before speaking to John. Frontly gives a short spoken summary in a private call channel, then asks whether they would like to join.
- Hear who is calling and why.
- Get the summary before joining the caller.
- Keep the briefing separate from the customer conversation.
A private briefing before the call
Accepted handover
Your team says yes. Then the caller comes through.
Picking up the phone starts the private briefing. Accepting the call starts the customer conversation. Frontly connects the caller only after the team member agrees to join.
- Give your team a choice before connecting.
- Start the handover with useful context.
- Let the AI hand over or stay to help.
Your team member says yes
Never a voicemail
Busy? No answer? Frontly takes a message.
If the person is busy, does not answer, or their phone goes to voicemail, Frontly returns to the caller with a polite apology and takes a message.
- Keep the caller with Frontly if the handover cannot happen.
- Give them a clear explanation and a chance to leave a message.
- Avoid transferring them into the team member's voicemail.
A message taken, never a voicemail
Expert help, mid-call
Bring in the person who can help
Add a manager or specialist when a live conversation needs their expertise. Frontly briefs them privately and asks whether they would like to join, so they have context before entering the call.
- Bring human expertise into an ongoing conversation.
- Brief the person on the caller's requirements.
- Hand over to them or keep the AI involved to help.
A specialist joins the live call
A clear wait
Hold music while Frontly checks
The caller hears hold music during the private briefing. They wait separately from your team's conversation, with no awkward silence while Frontly checks whether someone can join.
- Hold music for the caller while the briefing happens.
- The caller never hears your team's decision.
- Then a clear next step: connected, or a message taken.
Hold music for the caller
How it works
From the caller's request to the right person
Understand the request
Frontly speaks with the caller and gathers what they need.
Ring the right person
The caller waits on hold music while Frontly contacts the team member.
Brief them privately
Frontly explains who is calling and why, then asks whether they would like to join.
Connect or take a message
If they accept, Frontly connects the caller. If they are unavailable, Frontly returns to the caller, politely apologises, and takes a message.
Envision it in your business
When a conversation needs your people
Bring the right person in, with context, at the moment it matters.
A job needs a tradesperson's attention
Brief the team member on the caller's problem before asking them to take the call.
Read the burst-pipe exampleA customer needs a manager
Bring a manager into the live conversation with a summary of what the customer needs.
Read the handover guideAn enquiry needs specialist knowledge
Invite the person who can answer the question, with context before they join.
SET UP AROUND YOUR INDUSTRY, WITH YOU
The industries where it matters most
The industries where this changes the most calls, and why their phones are different.
Answering service for tradies
You cannot answer a phone with your hands in a switchboard, and the caller rings the next trade on the list.
See the industry pageLegal virtual receptionist
Intake is time-critical: the client who calls at 6pm instructs whoever answers first.
See the industry pageVirtual receptionist
Every business needs the phone answered professionally, whatever it sells.
See the industry pageFAQ
Frequently asked questions
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