Phone profiles
One business often needs several lines that behave differently. Profiles let each number have its own greeting, voice, purpose and routing.
What a profile changes
A refund line and a bookings line should not open the same way or escalate on the same triggers. A profile is the per-number override.
| Setting | Effect |
|---|---|
| Greeting | What the caller hears first on this specific number |
| Voice | The voice used on this line, independent of your default |
| Purpose | Biases what the AI expects the call to be about |
| Routing | Where a transfer from this line goes |
| Escalation triggers | Additional topics that should reach a person on this line |
Available purposes
The purpose tells the AI what this line is for, so it can lead the conversation appropriately rather than opening every call identically.
| Purpose | Typical use |
|---|---|
| AI receptionist | General front desk — the default |
| Refunds | A dedicated returns or refunds line |
| Bookings | Appointment scheduling |
| Customer support | General support enquiries |
| Login & account help | Account access problems |
| Escalations | A line that routes to a person quickly |
| Human transfer | Effectively a switchboard to your team |
| Department line | A specific team or department |
| Browser callback | Calls originated from your website |
| Custom | Anything else, with your own instructions |
A refunds line
A worked example. The point is that the greeting sets expectations and the purpose narrows what the AI leads with.
- Set the purpose to RefundsThe AI opens expecting a returns conversation instead of asking an open question.
- Write a specific greeting"Thanks for calling Harbour Supplies returns. Do you have your order number to hand?" beats a generic welcome.
- Point transfers at the returns teamNot the main switchboard.
- Confirm verification is onRefunds are protected by verification codes before anything is actioned.
Expected result
Callers on that number reach a line that behaves like a returns desk, while your main number still behaves like a front desk.
A bookings line
Set the purpose to Bookings, list the services you take appointments for, and give the AI your availability rules. It captures service, time, contact details and notes so your team can confirm without ringing back for basics.
A login and account line
Set the purpose to Login & account help. Account-access calls often need identity confirmation, so pair this line with tight escalation triggers — see escalations.
Speech-to-speech calling
Developer accounts can open Dashboard → Your numbers, edit the phone profile and find Experimental calling. Choose SIMCOAI Hermes 1 (Mini), SIMCOAI Athena 1 (Full), or current Call Studio calling. Other accounts continue with current Call Studio calling while the realtime preview is tested.
Both experimental choices use realtime audio with a fixed voice and the same business conversation engine as current calling. Business information, knowledge, caller recognition, appointment availability, bookings, order enquiries, refund requests, callbacks and escalations follow the current calling rules. Caller recognition does not bypass verification. Corrections carry forward within the call. Changes and cancellations that need your team are recorded as requests; the assistant must not claim that an appointment was changed or cancelled before that happens. A refund request is not a completed refund.
To roll back for subsequent calls, select Use current Call Studio calling. Existing calls finish in the mode they started with. See the demo and trailer.