AI phone assistant

The AI phone assistant answers calls on a phone number you assign to it. Callers talk to Mira like to a receptionist. Mira books appointments, answers questions about your business, recognises people who are already in your CRM, and leaves you a summary after every call.

Processing in the EU is the default: speech recognition, the language model and speech output run at EU providers, and meetergo controls the calls itself. We name every provider in the USA explicitly. Which data goes where is described in AI phone assistant: privacy information.

Set it up

1. Open AI phone assistant in your dashboard and create an assistant.
2. Give it a name, a voice and a language, and write the opening text callers hear.
3. Assign a phone number under Assign number, or keep testing without one. See phone numbers for ordering the number included in Premium and for forwarding your own number to the assistant.
4. Click Test call to talk to your assistant in the browser. Save first; the test call always uses the saved version.

Teams

Each assistant belongs to a team or to the whole company. Company admins see every assistant. Team admins see and manage the assistants of their own teams, including their numbers, call log and knowledge bases.

• When you create an assistant, pick its team. Choose Company-wide for one that no team owns.
• A phone number belongs to a team or to the company pool. It can only ring an assistant of its own team. Company admins hand a number to a team under Numbers.
• Minutes are always billed to the company, whichever team uses them.

Company admins can limit this to admins only under Settings > Permissions > AI phone assistant.

What Mira can do on the phone

Every ability is a card in the assistant editor. Switch on what you need.

Book appointments

Pick one of your meeting types. Mira checks real availability, offers up to three times, confirms the caller's name and books with the caller's phone number. It never invents a time and never claims a booking that the calendar did not confirm.

Answer questions

Under Knowledge, write or generate the phone brief: opening hours, directions, services, prices you are happy to share, and a "not on the phone" section for things Mira must not answer. Mira answers only from this brief and from the knowledge base you pick for the assistant. Anything it does not know, it says so.

A company has one knowledge base by default, shared with Mira chat. Under the Knowledge view you can add more: one for a team, or a company-wide one every team may use. An assistant reads from its own team's bases or from company-wide ones.

Follow your instructions

Under Instructions, describe the conversation you want: what to ask, what tone to use, when to offer an appointment. Templates for a receptionist, voicemail and support get you started.

Rules and procedures

Under Rules you set what Mira must stick to, separate from the instructions.

• Always-rules apply in every conversation and take priority over your instructions. Example: "Never quote prices on the phone." Up to 25 rules of 300 characters each.
• Procedures are longer instructions for one situation, such as a cancellation or a complaint. Give each procedure a name, describe under When when it applies, and write down the steps. Mira only loads a procedure once that situation comes up in the call. Up to 20 procedures of 6,000 characters each.
• Available after completion blocks bookings, call transfers, or callbacks and messages until Mira completes the procedure with a passed outcome.
• Keep always-rules short. They are part of every answer and count towards the character meter like the instructions. Anything that only matters in one situation belongs in a procedure.
• The call log shows when Mira opened which procedure.

Recognise callers from your CRM

Open the CRM card. Mira matches the caller's number against your contacts and can then:

• Greet known callers by name. The name goes into your opening text automatically. Choose first name or full name and see a preview of exactly what Mira will say.
• Use contact details during the call. Notes, open deals and past meetings and calls from the contact record, so Mira can help with context. If the caller turns out to be someone else, Mira uses none of it.
• Log calls on the contact. Every call appears on the contact's timeline with its summary.

Mira only matches by phone number. It never looks a contact up by a name the caller says, so nobody can learn what your CRM holds by claiming to be someone.

Hand calls over to a colleague

Open the Hand over calls card and add the people or departments Mira may connect callers to. Each one has a name, a phone number and one sentence saying when, for example "For questions about invoices". A caller who asks for that person or topic is connected. Leave the sentence empty and Mira hands over only when a caller asks for that name.

• Ask for name and concern before connecting. Mira asks one short question and notes both in the call log, so you see who was handed over and why. Switch it off and Mira connects right away.
• Reachable. Set the days and times a colleague can be reached. Outside them Mira does not ring the number and offers to take a message instead.
• If nobody answers. Mira takes a message, or tries another colleague you pick.

Before connecting, Mira tells the caller: "One moment please, I will connect you with Ms Müller." The call then rings your colleague's phone and shows the caller's number, so it arrives like any other call. Once connected, Mira leaves the call. If nobody answers within about 25 seconds, Mira comes back to the caller.

Only numbers in your company's country can be added, and premium numbers are rejected. Handed-over calls show as Handed over in the call log. The announced hand-over, where Mira briefs your colleague before connecting, is in preparation.

Take callback requests and messages

Open the Callbacks & messages card. Mira asks for the caller's name, confirms the number they called from (or reads back a different one), notes the reason and asks when they are easy to reach. One question at a time, and nothing the call already answered.

Two switches say what Mira offers:

• Take callback requests. Callers can ask to be called back. Mira notes the number and when to reach them.
• Take messages. Callers can leave a message. Mira notes it for you.

With both on, Mira follows what the caller asks for. With both off, a callback wish is only noted in the call log and the summary email, as before. Assistants that existed before this feature start with both off; new assistants start with both on.

Switch off Ask when to call back if the time does not matter to you.

Every request lands in the Callbacks & messages tab, with the number to call, the reason, the time window and an Urgent marker when the caller said so. Mark a request Done, assign it to a colleague, or dismiss it with a reason. Under Responsible, pick who gets new requests. When you switch the card on, that is you until you choose someone else.

That person is told once per request: in the app, as a push, and by email. If the email summary is on and goes to them, the callback leads that summary instead of a separate email. They also get a reminder when the callback window opens. A request still open after the window ends is marked Overdue.

With the CRM app, switch on Create a CRM task. A callback becomes a call task on the contact, due at the end of the window. A message becomes a note on the contact's timeline. Callers who are not in your CRM yet are added as a contact. Marking the task done also marks the request done, and the other way round.

Send you a summary

Under After the call, switch on the email summary. You receive what the caller wanted, the outcome and, if you like, the full transcript.

Review calls

Conversations lists every call with its outcome, summary and transcript. Calls from a recognised caller link to the contact.

Fine-tune

Under Technical, you can teach Mira names and terms it should recognise and pronounce, set the maximum call length, and adjust how Mira handles interruptions.