How a call is handled
Step by step, what the agent does during a call and the tools it uses.
When a caller dials your line, the agent answers, greets them, and then works through the conversation in real time. Behind the scenes it quietly looks up your fleet, your prices, your policies, and the caller's history, so every answer is accurate and every booking is complete. This page walks through exactly what happens, in order.
The call, step by step
The agent greets the caller
The agent picks up and plays your greeting. It also tells the caller they are speaking with an AI assistant, so the conversation is transparent from the first second. See AI disclosure to your customers for why this matters.
It recognizes returning callers
The agent looks up the caller by their phone number. If they have called before, it greets them by name and recalls their preferences, such as a favorite vehicle class. New callers simply start fresh.
It answers questions from your real data
As the caller asks about cars, prices, or rules, the agent reads your live catalog and policies. It lists your fleet, finds a specific vehicle, quotes the exact daily rate (including any active promotion), and reads your policies on deposits, age limits, fuel, delivery, and more.
It checks availability before offering a slot
Once a car and dates are on the table, the agent checks whether that vehicle is free for those dates. If there is a clash, it tells the caller which dates are busy and offers alternatives. It will not promise a car that is already booked.
It books, or captures a lead
If the caller is ready, the agent collects the details and creates the booking. If they are interested but not ready, the call is saved as a lead so your team can follow up. See Bookings and leads from calls.
It logs the outcome before saying goodbye
On every call, the agent records what happened: the intent, the caller's sentiment, and their name and number. This is what fills in your Calls list and updates the customer's record.
What the agent needs to make a booking
To create a booking, the agent collects a set of required details during the call. If anything is missing, it keeps asking until it has the full set.
| Field | Description |
|---|---|
| Caller name | The full name the booking is under. |
| Phone number | Used for WhatsApp follow-up, in +971 format. |
| Resident or tourist | Whether the caller is a UAE resident or a visitor. |
| ID type | Emirates ID or passport. |
| License type | UAE license or international license. |
| Pickup location | Where the caller wants to collect the car. |
| Pickup and dropoff dates | The rental start and end dates. |
| Vehicle | The specific car from your fleet. |
Once the booking is created, the agent confirms that the request is logged and that your team will WhatsApp the customer a link to finalize the details. Whether the booking lands as confirmed or pending depends on your settings. See Creating and managing bookings.
The agent only knows what you tell it
Every answer the agent gives comes from your business profile, your fleet, and your policies. If a price, a rule, or a car is missing or out of date, the agent cannot quote it correctly. Keep your details current so the agent stays accurate. Read How your business profile powers the agents.
The tools it uses during a call
The agent calls these tools live, mid-conversation, to fetch accurate information and take action. You never trigger them yourself. They simply read from the same data you manage in your dashboard.
| Field | Description |
|---|---|
| Recognize the caller | Looks up a returning caller by phone to greet them by name and recall preferences. |
| List the fleet | Reads your active vehicles, with live prices and any promotion applied. |
| Find a vehicle | Searches your fleet for a specific car the caller asks about. |
| Check availability | Confirms a car is free for the requested dates before offering it. |
| Read your policies | Pulls your deposit, age, license, fuel, delivery, and other rules. |
| Read custom data | Reads any extra tables you have marked visible to the agent. |
| Create the booking | Logs a booking once all the required details are collected. |
| Cancel or reschedule | Changes an existing booking, only from the phone number it was made on. |
| Schedule a follow-up | Creates a task so a teammate can call the caller back when a human is needed. |
| Log the outcome | Records intent, sentiment, and caller info at the end of every call. |
Changes are limited to the same number
The agent will only cancel or reschedule a booking when the caller is using the same phone number the booking was made on. This keeps a stranger from changing someone else's reservation.
What you see afterward
The agent does not keep call audio. What lands in your dashboard is the structured result: the booking or lead, an AI written summary, the detected intent, and a sentiment reading, all linked to the call. See Recordings and privacy.
Does the caller know they are talking to an AI?
Yes. The agent states that the caller is speaking with an AI assistant as part of the greeting.
What if the car the caller wants is not available?
The agent tells them which dates are already booked and offers alternatives from your fleet instead of dead-ending the call.
What happens if the caller does not book?
The call is still logged, and if they showed interest it is captured as a lead so your team can follow up. Nothing slips through.
Can the agent quote a price it was not given?
No. It only quotes prices that exist in your fleet and catalog. If something is missing, it cannot invent a number.
Last updated June 2026