What the voice agent can do
The full list of what the agent can handle on a call, and what it cannot.
Your voice agent does the work of a great receptionist. It answers questions, recognizes returning callers, quotes live prices, checks availability, books the customer, captures the lead if they do not book, and hands off to a human when needed. This page lists everything it can do today, and the few things it cannot.
Everything the agent says is grounded in your real data. It reads from your live fleet, your policies, and your hours, all synced from your dashboard. It never makes up a price or invents a rule.
What the agent can do
Services, prices, hours, location, and your policies, all from your live data.
Recognize returning callersGreets known callers by name and uses their history and preferences.
Quote your live catalogLooks up any vehicle, quotes the exact daily rate, and applies live promotions.
Check availabilityConfirms a specific car is free for the dates before offering it.
Create a bookingCaptures every detail and writes a pending or confirmed booking.
Capture a leadWhen the caller is interested but does not book, it saves the lead.
Change a bookingCancels or reschedules an existing booking for the same phone number.
Schedule a follow-upLogs a task for your team mid-call, like a callback about a corporate rate.
Hand off to a human
When a caller needs a person, the agent offers to pass them along using your escalation number from your business profile. You can set a primary number and a separate after-hours number. The agent uses the right one for the time of day.
Keep your escalation numbers current
The handoff is only as good as the number behind it. Set your primary and after-hours numbers in your business profile so calls always reach a real person.
Recognize and remember callers
At the start of a call the agent looks up the caller by their phone number. If they have called or booked before, it greets them by name and can use their preferred vehicle class, their notes, and their booking history. New callers are treated as fresh leads. Either way, the call is saved to your CRM.
How a booking gets made
The agent does not guess. It confirms the car is free, then collects every required detail before it writes the booking.
Find the right car
The agent looks up the vehicle and quotes the live rate, including any active promotion.
Confirm the dates are free
It checks that specific car for the requested dates and flags any conflict, so it never double-books.
Collect the details
Name, phone, resident or tourist, ID type, license type, pickup location, and dates.
Write the booking
The booking lands on your calendar as pending, or confirmed if you have auto-confirm turned on.
See Bookings and leads from calls for what happens after the call ends.
Add-on: your own data tables
The agent can also read your custom data tables, called Collections. If you build a table in your dashboard and mark it agent-visible, the agent can look up rows from it on a call. This is useful for anything the standard fleet and policy fields do not cover, like membership tiers or seasonal packages.
Only tables you mark agent-visible, and only the fields inside them you mark agent-visible, are ever exposed on a call. Everything else stays dashboard-only.
You choose what the agent sees
Custom fields and tables are private by default. The agent reads only what you deliberately turn on. Learn more in Collections.
What the agent cannot do today
The agent is deliberately bounded. It works inside the rules you set and never changes them on its own.
Current limits
- English only. The agent speaks English. Arabic is not yet enabled.
- It cannot change your business rules. Prices, policies, hours, and availability come from your dashboard. The agent reads them; it cannot edit them. To change what it says, change the source.
- It does not keep recordings. In line with UAE privacy law, MAZZA does not retain call audio or full transcripts. Your dashboard keeps the summary, outcome, and structured details. See Recordings and privacy.
To change the agent's voice, script, or other behavior, contact your account manager. For anything tied to a specific number, price, or limit not shown here, check the matching page in your dashboard.
Frequently asked questions
Can the agent take payment over the phone?
No. The agent logs the booking and your team sends the customer a booking link to finalize the details. It does not collect card payments on the call.
Will it invent a price if a car is not in my fleet?
No. The agent quotes only from your live catalog. If it cannot find a match, it says so and offers the closest alternatives instead.
Can a caller change someone else's booking?
No. The agent only cancels or reschedules a booking made from the same phone number the caller is using.
Does the agent tell callers they are speaking to an AI?
Yes. The spoken greeting discloses that the caller is talking to an AI assistant. See AI disclosure to your customers.
Last updated June 2026