AllVoices AI Phone Line User Guide

The AllVoices AI phone line lets employees file a report by phone, 24/7, by talking with an AI assistant that walks them through your reporting form. Reports arrive in AllVoices as standard cases, just like online reports.

Why the AI phone line

• More complete reports. Every required question on your form gets asked.
• 24/7 with no wait times, in 62 languages.
• Translation available instantly. Callers report in their own language right away, with no waiting for an interpreter to join the call or wait through a long list of options.
• Always matches your current web form, with no separate script to maintain.
• Automatic, anonymous follow-up. Callers who leave a phone number or email are notified automatically when you reply, so they never have to call back in. Their contact info is never shared with the company.
• Built-in safety net. Automatic threat alerts, and monitoring 
• A person when callers want one, if you have a live-agent line.

For a full comparison, see AI Phone Line vs. Traditional Phone Line.

How it works

1. The caller dials your hotline number. The call is routed securely to the AllVoices AI assistant set up for your company.
2. The assistant takes the report. It follows your AllVoices reporting form, asks only the questions that apply, and saves each answer as the caller goes.
3. A case is created in AllVoices. When the caller confirms, the report is submitted as a standard case and routed like any online report.
4. The caller gets portal access. They receive a link and PIN for the messaging portal to follow up. If the caller provides and email or phone number the portal and subsequent responses are sent automatically 
5. A person is available if needed. If you have a live-agent line, callers can transfer to it at any time.

What callers experience

1. Greeting. The assistant answers right away with your greeting, then explains that it's an automated assistant, that the call is confidential, and how anonymous reporting works. The greeting is customizable by your AllVoices CSM. 
2. Questions. It asks the questions on your AllVoices form, in order, including any follow-up questions your form triggers. Callers answer in their own words.
3. Choices. For questions with set options (like location or department), the caller says their answer and the assistant matches it, or offers a few close options to pick from.
4. Corrections. Callers can go back and change an answer at any time.
5. Review and submit. The assistant reads back the key answers and asks the caller to confirm before submitting.
6. Portal access. The caller hears a link and PIN for the AllVoices messaging portal, where they can check for replies and add information later.
7. Optional contact info. Callers can choose to give a mobile number or email address to get the link and PIN and to be notified when your team sends a message. It's never shared with your company. US callers aren't asked for a country code; international callers are, so the text can reach them. In countries where texts aren't supported (such as Australia), email is offered instead.

Callers can stay anonymous. They don't need an account or email, and their phone number isn't shared with the AI assistant or your company.

Helpful call features

• Skipping questions. Callers can say "next question" or "skip" to move on. Skipped questions are marked as skipped, and callers can return to them during the final review.
• Answers that don't match a list. If an answer is close to an option, the assistant confirms it (for example, "Dallas" as "USA") or offers up to three choices. If nothing fits it skips the question. Callers who ask what a question means get up to three examples.
• Read-back to confirm. Names and email addresses are spelled back, phone numbers are read digit by digit, and dates are asked as month, day and year.
• Repeat on request. Callers can ask to hear the portal link and PIN again, more slowly if needed.
• Silence. After a long pause, the assistant asks "Are you still there?" and ends the call if there's no answer.

Languages

Callers can report in their own language.

• Two languages offered up front. The greeting offers English and the primary language for your country as a second option.
• Any other language, detected automatically. Callers just say their language and the assistant switches to it, so no one has to listen through a long list of options.
• English-only forms. If your form only supports English, callers aren't asked to choose a language.
• Unsupported languages. If a caller asks for a language your line doesn't offer, they can continue in English or report through your web portal.
• Reports arrive in your language. Reports are automatically translated into the admin's language as set int he AllVoices dashboard.
• Replies go back in theirs. Your responses in the messaging portal are automatically translated into the reporter's browser language.
• Follow-up in their language. The text or email with the portal link and PIN is sent in the caller's language.

Languages offered: the languages on your phone line match the ones you have enabled for web reporting, except these 13, which aren't available by phone: Afaan Oromo, Akan, Albanian, Bambara, Chuukese, Dari, Haitian Creole, Hakha Chin, Khmer, Kirundi, Kinyarwanda, Samoan and Seychellois Creole.

How reports arrive

• Each completed call creates a standard inbound case in AllVoices, with the source marked as the phone line.
• Cases follow your existing routing, permissions, workflows and notifications.
• You reply to the reporter through the messaging portal, the same way you do for online reports.
• Calls that end before the caller submits do not create a case.
• Call transcripts are stored securely in AllVoices and are not shown in case details or provided in order to protect anonymity. 

Threat detection

After each call ends, the conversation is automatically checked for potential harm to the caller, self-harm, or harm to others. If a potential threat is detected, AllVoices emails your Owner admin, even if no report was filed. The email will include the detected category (harm to the caller, harm to self or harm to others) and the English transcript of the call.

Live-agent transfer

If you have a live-agent answering service, callers can reach a person at any time.

• Callers press 0, or ask to speak with someone.
• You can choose whether the greeting mentions the transfer option up front.

Transfer is optional. Without it, the assistant handles every call.

Setting up your line

The phone line follows the same reporting flow as your web form.

• Turn on Vera autofill for the best caller experience. The assistant takes the caller's account up front, fills in the rest of the questions from it, and confirms with the caller, so they don't have to repeat themselves. 
  • Helpful Note: turn off Vera autofill on your "Anything else you'd like to share?" and “How would you like to see this resolved?” question. That gives callers a chance to share more in their own words instead of having Vera fill it in. 
• Always in sync with your web form. Any time you update your web reporting form, the phone line updates too.
• Your languages, no long menu. The phone line offers all the web languages you have enabled by default. Callers no longer have to listen through a long list of languages.
• Customize your greeting. Use our default or write your own.
• Customize live-agent transfer wording. Choose how callers are told they can reach a person.

What we need from you

AllVoices provides the phone number and handles setup and testing. We place a test call before launch, and the line is checked automatically each week after that.

Security and privacy

Calls are encrypted from the phone network to the AI assistant, and each company's line runs on its own secure connection. Reports, recordings and transcripts are stored in AllVoices behind the same access controls as your other cases. Our AI voice provider is SOC 2 compliant and keeps no call data (zero data retention). Callers can report anonymously, and every call starts with a disclosure that they're speaking with an automated assistant. See the AI Phone Line Security FAQ for more information. 

FAQ

See the AI Phone Line FAQ for answers to common questions.