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How Clara Handles Calls

When someone calls your business, Clara doesn’t just read a script. She’s having a real conversation, thinking about what the customer needs.

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Call Flow

Customer calls → Clara answers → She listens → She responds → Conversation continues
                                                                  ↓
                                              ┌───────────────────┴───────────────────┐
                                              ↓                                       ↓
                                    Clara answers question          Customer needs a human
                                    or books appointment             → Call is saved
                                              ↓                       → You get notified
                                    Call recorded & transcribed

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What Clara Can Do

Answer Questions

What are your hours? Do you have availability Tuesday?

Book Appointments

I’d like to schedule a haircut for Saturday at 2pm.

Collect Information

Get the customer’s name, phone, email, or specific needs.

Take Messages

Leave your number and we’ll call you back within 24 hours.

Route Calls

Transfer complex issues to a real team member.

Follow Up

Send confirmation texts/emails after the call.

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Setting Clara’s Call Behavior

Go to https://agentclara.app/agent and configure:

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1. Greeting

What Clara says when someone calls:
“Hi, thanks for calling [Your Business]. How can I help you today?”
Keep it under 20 seconds. Longer greetings frustrate callers.

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2. System Prompt

Tell Clara exactly how to handle calls. Example:
“You’re Clara, the assistant for [Business Name]. When someone calls:
  • Greet them warmly
  • Listen to what they need
  • If they ask about hours, tell them [your hours]
  • If they want to book, ask: name, phone, and preferred date/time
  • For complex issues, ask for their phone and say ‘We’ll call you back within 2 hours’
  • Always be friendly and patient”

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3. Knowledge Base

Add information Clara needs:
  • Hours - Go to Settings > Business Hours
  • Services - Document your offerings
  • Pricing - What things cost
  • Policies - Cancellation, refunds, etc.
Go to Settings > Knowledge and add these as FAQs or documents.

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4. Calendar Integration

If Clara books appointments, she needs to see your availability: Go to https://agentclara.app/integrations and connect your calendar (Google, Outlook, Calendly). Clara will then offer real available slots.

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5. Escalation Rules

When does the call go to a human? Go to https://agentclara.app/agent > Escalation and set:
  • When to transfer - “If customer asks to speak to a manager”
  • Where to send it - Phone number or email of your staff
  • What to say - “Let me connect you with my manager”

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Call Recording & Transcripts

Every call is automatically: To listen to a call:
  1. Go to https://agentclara.app/chats
  2. Find the call (it says “Voice Call” under the timestamp)
  3. Click the play button to listen

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Call Outcomes

Every call should have a clear outcome:
OutcomeWhat Happened
Appointment BookedCustomer scheduled a time, Clara added it to calendar
Question AnsweredClara answered their question, call ended naturally
Message LeftCustomer asked to be called back, message saved
TransferredCall sent to a human staff member
No AnswerCustomer hung up or Clara couldn’t connect
VoicemailCall went to voicemail (see Voicemail)
You can see these in the call records: https://agentclara.app/chats > Call Type: Voice

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Best Practices

Keep greetings short. Callers don’t want to listen to a long message.
Have a clear escalation policy. If Clara can’t help, the customer shouldn’t be left hanging.
Test before going live. Call your number from your phone and try different requests.
Review transcripts regularly. See what customers are asking about and improve Clara’s knowledge.
Set business hours correctly. Clara won’t book appointments outside your hours.
Don’t make Clara too conversational. Keep responses short on calls. Long responses frustrate people on the phone.
Don’t forget escalation. If Clara can’t help, have a plan to get customers to a human quickly.

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Common Call Types

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Appointment Booking

Customer: “Can I book a haircut?” Clara: “Of course! I have [dates/times]. Which works best for you?” Customer: “Saturday at 2pm” Clara: “Perfect! What’s your name and number?” Customer: “John, 555-1234” Clara: “Great John! Confirmed for Saturday at 2pm. We’ll text you a reminder Friday.” ✅ Outcome: Appointment Booked

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Question Answering

Customer: “What are your hours?” Clara: “We’re open Monday-Friday 9am-6pm, Saturday 10am-4pm, closed Sunday.” Customer: “Thanks!” Clara: “You’re welcome!” ✅ Outcome: Question Answered

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Escalation to Human

Customer: “I have a complaint about my last visit” Clara: “I’m sorry to hear that. I’d like to help, but this sounds like something my manager should handle. Can I have your name and number, and we’ll call you back within 2 hours?” Customer: “Sure, it’s Jane at 555-5678” Clara: “Got it Jane. We’ll be in touch soon.” ✅ Outcome: Escalated to Human

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Handling Problems

  1. Go to Settings > Knowledge
  2. Add the right information
  3. Update her system prompt with the correct answer
  4. Call again to test
Clara might be:
  • Talking too fast (go to Voice Studio, slow down)
  • Not understanding (users need to speak clearly—this is normal)
  • Hard to understand (try a different voice personality)
Listen to a few recordings to see what’s happening.
Check:
  1. Is your calendar connected? (Integrations > Calendar)
  2. Do you have availability in your calendar?
  3. Did Clara ask for the date and time? (Check the transcript)
If the issue persists, email support@agentclara.ai with a recording.
Check Settings > Notifications and make sure you have alerts enabled.Also check your email spam folder—sometimes notifications go there.

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What’s Next?

  • Set up voicemail - See Voicemail
  • Launch outbound campaigns - See Outbound Campaigns
  • View analytics - See your call statistics and trends
Questions? Email support@agentclara.ai