BETA: Flo AI Phone Agent

Open Global Settings first.

Add a calendar by clicking the settings icon.

Paste the iCal link.

Enter a name and subscribe.

Once subscribed, the calendar data populates automatically.

The AI Voice Agent uses this calendar to detect closed days and avoid transferring calls on those days.

This same calendar setup can also support SLA-related absent/closed day logic.

After calendar setup, define business hours.

Create a business-hours entry with a name, such as Transportation.

Set the applicable time range.

Optionally assign the business hours to specific:

• Buildings

• Departments

• Call queues

• Topics

This creates the rules the AI Voice Agent uses to decide whether a transfer is allowed at the current time.

When the AI Voice Agent needs to transfer a call, it checks in this order:

• Calendar availability — is the day open?

• Business hours — is the current time within allowed hours?

If the destination is closed or outside business hours:

• The agent tells the caller the destination is unavailable.

• The caller can leave a voicemail.

If both checks pass, the call is transferred normally.

School departments were moved from the global area into this section.

They are now handled more directly and are not tied to topics or categories.

Each department should include:

• ID number

• Department name

• Department phone number

• Owner

• Labels

• Description

The phone number is important because the AI Voice Agent transfers calls to that number.

Labels and descriptions help the AI determine the best department to route to.

The AI Voice Agent uses the department name, labels, and description to infer where a caller should go.

The more complete the department setup, the more accurate the routing.

Best practice:

• Fill in all fields

• Add clear labels

• Write a useful description

This helps the agent make smarter transfer decisions.

Go to Phone Basics to access the new AI Voice Agent settings.

This section is only available for clients who have AI Voice enabled in the backend.

The phone basics area includes:

• Flow Voice

• Phone Line

• Greetings

• Texting

In Flow Voice, select the voice the AI Voice Agent will use.

This is part of the core voice configuration for the agent.

From here, the rest of the phone experience is configured through the other phone basics options.

Open Phone Basics to configure the core voice-agent behavior.

This section includes:

• Flow Voice

• Phone Line

• Greetings

• Texting

These settings control how the AI voice agent sounds, what number it uses, and how it responds to callers and texters.

In Flow Voice, select the voice for the AI agent.

Enter a name and sample text.

Play the voice sample to preview different options.

Choose the voice that best fits the agent’s tone and use case.

In Phone Line, provision a phone number for the AI voice agent.

Start with the main line and edit:

• Name

• Description

This is the number callers will use to reach the AI agent.

Use Greetings to create spoken welcome messages.

Add a greeting name and the greeting text.

The system will read the text in the AI agent’s voice.

No audio recording is needed—just type the message.

In Texting, configure what happens when someone texts the phone number.

Current behavior:

• A ticket is created

• The system can auto-reply

This lets the AI phone number handle both calls and SMS.

In Service Hub, directory settings help the AI route calls to the right person.

The available routing options are:

• SIP trunking

• Building directory

• Department directory

• Employee directory

These options determine how the AI finds the correct destination for a call.

Use SIP trunking if you want calls transferred through a SIP integration.

Open Integrations and configure the SIP trunk in the marketplace.

Once connected, the flow can transfer calls through extensions and numbers via SIP trunking.

Use Building Directory when routing depends on a physical location.

Click into Physical Location to view buildings.

Buildings can include:

• Contact name

• Contact number

• Contact email

The AI will call the listed number for that building when needed.

Department routing uses the phone numbers already configured in Global Settings.

If a department has a number assigned, the AI can dial that number directly.

This is useful when calls should go to a specific department rather than an individual.

The Employee Directory can be set up in two ways:

• Import employees

• Add entries manually

Import uses the same flow as ITAM:

• Upload CSV or Excel

• Map fields

• Verify the data

Manual entry includes:

• Name

• Phone number

• Mobile number

• Title

• Building

Issue tags help the AI decide who should receive the call.

Tags add context about what the caller needs.

Example: if someone is calling about academic intervention, the matching employee can be prioritized.

This helps the AI route calls more intelligently based on topic, business hours, and calendar availability.

The AI uses business hours and calendar days to decide when and where to transfer calls.

Combined with directories and issue tags, this helps the system choose the best available person.

The goal is to make sure the AI knows who is calling and who should receive the call.

This part covers AI version part 3.

The transcript explains the main service modules:

• S2 = Knowledge

• S3 = Escalation

• S4 = Call Center

It also references earlier setup areas already covered:

• Global settings

• Business hours

• School departments

• Schools

• Phone basics

• S1 directories

S2 Knowledge is the AI service that answers questions from a knowledge base.

It works like a talking chatbot.

When enabled, the system recognizes that the service is active.

You can add material profiles for each line.

These profiles work like chatbot profiles:

• Add the profile

• Load knowledge/material into it

• Let the AI answer questions from that content

S3 is the escalation service.

It is used when the chatbot detects something urgent, such as:

• A crisis situation

• Self-harm language

The system immediately triggers escalation.

It checks business hours first.

Based on the schedule, it routes the call to the appropriate person or agent.

If the agent is available, the system connects the caller directly.

Escalation routing can be configured for:

• Business hours

• Off hours

Create the queue in the system.

Make sure the queue details are complete so the AI can make the correct routing decision.

The goal is for the AI to choose the right queue based on the phone line and caller need.

This replaces the older manual decision-making flow with a smarter AI-driven routing flow.

In Launch Config, you first set up the line, then configure its options.

The transcript focuses on the main line.

Core line settings include:

• Coverage

• Languages

• Greetings

• Recording

• Transcript creation

• Customer feedback

• Voicemail

Coverage determines which buildings, departments, or districts the phone line applies to.

Languages are already set by default:

• English

• Spanish

Greetings can be pulled from the greetings already created in Phone Basics.

After greetings and business-hours greetings are set, configure:

• Call recording

• Call transcription

• Ticket creation

These follow the same flow as the current telephony system, with no major change.

Customer feedback remains the same as the existing telephony system.

Voicemail also follows the existing setup.

You can enable:

• Voicemail

• Voicemail greeting

The final fallback is a failover number.

This is used when:

• AI is not working

• The whole line is not working

In that case, calls can still be routed through the failover path.

The Launch Config is the phone-line-level setup for the AI voice agent.

It defines what services are enabled for a specific phone line and how calls should behave.

Think of it as the place where you configure the line’s capabilities before activation.

Coverage determines where calls can be routed:

• buildings

• departments

• district-wide routing

Languages sets the supported languages for the line, such as English and Spanish.

Greetings lets you choose the greeting behavior used when the call starts.

Enable or review recording and transcription settings for calls.

Configure ticket creation if the agent should create tickets during the call.

Set up customer feedback options.

Configure voicemail behavior and add voicemail greetings if needed.

Add a failover number so calls can be transferred to a human if the AI flow fails.

Use the Launch Config to activate specific services for the phone line, such as S1.

Check the final readiness summary to see what is complete and what still needs setup.

If something is missing, like greetings, go back and finish that configuration first.

This readiness screen helps confirm the line is prepared before testing and activation.

After setup, perform manual testing.

Call the configured number and verify that the expected behavior works.

Use this as a top-level regression test to confirm the full flow is functioning.

Once testing passes, the line can be activated.

The transcript gives a quick recap of the overall AI voice agent setup:

• Global settings

• Phone basics

• Greetings

• Testing

• S1 directory

• Caller directories

• S2 chatbot

These sections work together to define how the AI voice agent routes, responds, and identifies callers.

In Global, set up:

• Calendar

• Business hours

• School departments

These settings help determine:

• whether a call should be transferred to a human

• which department, building, or queue should receive the call

Business hours can be set per building, department, or queue.

In School Department, add the department details and phone numbers.

This allows the AI agent to connect calls to the correct department.

In the directory-related setup, the AI agent can use SIS/SAR data to identify who the caller is.

Phone Basics is where the phone lines themselves are configured.

Greetings is where you add:

• opening greetings

• repeated greetings

• voicemail greetings

These greetings are used at the start of the call and in voicemail scenarios.

Testing is where replies are created and sent during validation.

S1 handles call transfer through SIP routing to:

• a building

• a department

• an employee

Caller directories help the AI voice agent identify the caller using SIS and SAR data.

S2 works like a chatbot mode, allowing the AI voice agent to answer questions directly.

Start by configuring the calendar and business hours.

Upload an icon link or add the icon manually.

This tells the AI agent whether a location or district is open or closed.

If it is closed, the system should not transfer the caller to a human agent.

Add your departments in the system.

Include:

• phone numbers

• labels

• descriptions

This gives the AI enough context to route callers to the correct department.

Go to Phone Basics to configure the core phone-line behavior.

Choose the voice for the AIOS agent phone line.

This is where the phone line itself is initially set up.

In Greetings, add:

• initial greetings

• repeated greetings

• voicemail greetings

Enter the greeting text and the system will convert it to speech using the same voice selected earlier.

In Texting, configure the auto-reply behavior for text messages.

Use the S1 directory when you want the AI to transfer a call.

This is tied to Zip Trunk / internal phone-line routing.

Connect Zip Trunk through the integration marketplace so transfers can work properly.

Set up the different directories used for call routing:

• Building Directory: add contact names and numbers for each building/location.

• Department Directory: add numbers for each department so calls route correctly.

• Employee Directory: add or import employees and include exchange numbers.

If exchange numbers exist, transfers go through Zip Trunk.

If not, calls route directly through the phone line.

Add tags as needed.

Use the Caller Directory to understand who is calling.

In S2, connect your knowledge sources and map profiles to the phone line.

Multiple profiles can be mapped to a single phone line.

The AI answers questions based on the relevant profile.

Configure H3 escalation for urgent situations.

If the AI detects something urgent or self-harming, it should:

• call the right people

• check availability

• patch the caller through if someone is available

The Call Center works like the current telephony system.

The main AI-related change is that calls can transfer into a queue.

When creating a queue, add:

• queue name

• description

This helps the AI understand what type of queue it is and route correctly.

In Launch Configuration, set up the phone line details.

Review and configure:

• coverage

• languages

• greetings

• transfer behavior

• ticket creation

• voice settings

• failover

• turn-on services

Make sure each phone line has the correct coverage and behavior.

Finish with readiness testing and review.

Perform manual testing.

Check the required checkbox to confirm everything is ready.

Activate the setup once testing is complete.

This completes the full AIOS agent configuration.