The 9:10 p.m. after-hours support call. Sell every support team the answer, under your name.
Support closed at six; the customer whose night shift is down gets voicemail. Your voice AI agent answers under your name and gets the on-call engineer on the line.
Nikhil Rao - 140 didn’t answer, caller returned
for the on-call team · ASAP
A day on Gantry’s line.
Every call a support team can’t afford to miss, answered under your name.
- 7:30AM
“Not fixed by morning, we cancel.”
Nobody on the team hears it until the cancellation email arrives.
Your agentA keyword alert on the team’s words (“cancel,” “refund”) or a negative-sentiment alert reaches the head of support right after the call.
Bring it upWhen they learn about unhappy customers from the cancellation.
- 10:15AM
“How do I add a driver?”
On the help page, the same handful every week. Each ties up an agent.
Your agentAnswers from the help articles in the team’s knowledge base. What they don’t cover books a Support Callback on its Cal.com calendar, confirmed by text.
Bring it upWhen the queue is full of questions the help pages already answer.
- 9:10PMSee this call ↓
The 9:10 p.m. outage.
The call sits in voicemail until eight. The night shift is still down.
Your agentRuns the team’s triage: which product, how many users, since when. Whatever it calls urgent is a warm transfer to the on-call engineer, briefed first.
Bring it upWhen the on-call engineer learns about outages from customers’ emails.
Three calls Gantry would have lost, answered under your name. On its September minutes, a day on its line is about 20 minutes: $9 at $0.45 a minute, on top of $99 a month.
What callers hear.
A dispatcher whose night drivers can’t see their routes calls Gantry Route Software’s support line after hours. Its voice AI agent comes from Halyard Telecom, a NetSapiens service provider.
- 9:10 PM
Greer answers under Gantry’s support number.
After six, the answering rule points the support line at Greer’s extension, 40000.
- 9:11 PM
It tries the engineer, then takes the message.
Nikhil can’t take the warm transfer; the caller comes back to Greer for a message and an alert.
- 8:00 AM
On the morning digest.
Recording, transcript and summary in Gantry’s inbox inside Halyard’s portal, listed in the digest Shalini opens at eight.
Greer’s call for Gantry Route Software, as Halyard Telecom’s customer sees it in the inbox: the recording, the transcript with the tools it ran, and its summary. A caller reached Gantry Route Software and Greer moved to the Support Triage scenario. Greer tried Nikhil Rao (extension 140) without an answer and took a message (for the on-call team).
Sell the handoff, not just the night: by eight the support lead has a digest of every caller needing follow-up, and every overnight call is in the inbox, written down.
What you could charge.
The recommended price is $99 a month plus $0.35 to $0.55 a minute, and you set your own. Here is what Gantry would pay, with its September minutes.
The recommended price
$99 a month, plus $0.35 to $0.55 a minute.
You set your own.
Each company pays you $364.50 a month ($99 + 590 min × $0.45)
At the recommended price, that is $3,055 to $4,235 a month.
Sell it your way: per minute, with minutes included, or flat. The price your customers see is yours.
Integrations that matter for support teams.
What the agent connects to today. More on the way.
Your NetSapiens PBX
Deployed in three clicks on its own extension and number. Warm transfers to the on-call engineer, with a briefing first.
We set up the warm-transfer trunk. Dial-by-name needs Announce in Audio Directory on.
Cal.com
Bookings on the team’s calendar during the call: Support Callback, 15 minutes.
Texting, through your Bandwidth account
Confirmations by text from the support line’s number; message-taken, keyword and sentiment alerts to the team by email or text.
Your own Bandwidth messaging account, with a number per company.
Google Business Profile
Name and hours from the listing or website; help articles, escalation rules and known issues from the pages it adds.
Questions providers ask about support teams.
Short, true answers. The agent answers most of them itself on a call.
The caller comes back to the voice AI agent, which takes the account, the problem and a number as a message and alerts the team. The call is in the inbox, and the morning digest lists the caller for follow-up.
The team does. It writes its triage as a scenario: what to ask, what counts as urgent, who is on call. The voice AI agent follows it; anything else goes to a support agent by name or becomes a message.
No. It takes the account, the problem and a number as a message, and an agent opens the ticket from the call summary. Any MCP server can be attached.
It listens for the words the team picks and for a call that ends negative. Keyword and sentiment alerts reach the head of support right after the call, not during it. Insights shows what callers want and why calls failed.
