# How Calls Work

When a customer calls your business number, the AI Voice Agent picks up immediately, has a natural conversation, and takes action -- whether that's booking a job, answering a question, or passing along a message. Every call is recorded and summarized so nothing falls through the cracks.

## Steps

1. **Customer dials your number.** The call is routed through Twilio to the AI Voice Agent.
2. **AI greets the caller.** It introduces itself using your company name and asks how it can help.
3. **AI listens and responds.** It understands what the customer is asking for -- a repair, an estimate, a question about your services -- and responds in plain, conversational English.
4. **AI takes action.** Depending on the request, it may:
   * Book an appointment on the next available slot
   * Answer a question from your knowledge base (hours, service area, pricing)
   * Take a message and flag it for your team
5. **Call wraps up.** The AI confirms any next steps with the caller, says goodbye, and hangs up.
6. **You get a summary.** A call record appears in your dashboard with the recording, transcript, and any actions taken (like a new appointment).

## What If the AI Can't Help?

If a caller asks something the AI doesn't know, or if the situation is urgent, it will take a detailed message and mark it as needing follow-up. You'll see these flagged in your call list so your team can call back quickly.

***

**Related Pages**

* [Booking Appointments](/ai-voice-agent-and-dispatch/proforge-csr/voice-agent/booking-appointments.md)
* [Call Recordings](/ai-voice-agent-and-dispatch/proforge-csr/voice-agent/call-recordings.md)
* [Knowledge Base Setup](/ai-voice-agent-and-dispatch/proforge-csr/csr-settings/knowledge-base.md)


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