How a call is handled
Caller rings your number
RufLab picks up immediately — no hold music, no voicemail greeting, no busy signal. The caller hears a professional greeting. This works with your existing phone number via call forwarding, or with a new RufLab number.
The assistant understands the request
RufLab leads a natural conversation in the caller’s language. It identifies what the caller needs — a booked appointment, an answer to a common question, a callback request, or an urgent escalation.
The right action is taken automatically
Based on the caller’s request and your configured rules, RufLab either books the appointment directly in your calendar, answers the question from your FAQ knowledge base, forwards the call to you with a short announcement, or logs the message for later review.
Outside business hours
RufLab never stops. When your office is closed, the assistant continues answering calls exactly as it does during the day. Callers receive a friendly response — not a voicemail prompt. Complex requests are logged and transcribed, so you find a clear summary waiting in your dashboard the next morning. Urgent calls are handled according to your rules. If a caller uses a keyword you have flagged as an emergency, or if they are on your VIP list, RufLab can forward the call to you immediately or send you an SMS alert — even outside business hours.Outbound calling
RufLab also makes outbound calls on your behalf. You can trigger an outbound call by passing a phone number through the dashboard or the API. The assistant calls the number automatically and handles the conversation according to your configured workflow.Outbound calling is included in all RufLab plans at no extra cost.
Call log and dashboard
Your dashboard gives you full visibility into every call. For each call you can see:- Who called (name and phone number)
- When they called (date and time)
- What they wanted (plain-language summary)
- What RufLab did (booked, answered, forwarded, or logged)
- Full transcript of the conversation
Frequently asked questions
What happens when someone calls outside business hours?
What happens when someone calls outside business hours?
RufLab answers immediately. The caller receives a friendly response — including your opening hours if configured — and can leave their request. All messages are transcribed and appear in your dashboard the next morning with a clear summary.
Can RufLab answer questions, not just take messages?
Can RufLab answer questions, not just take messages?
Yes. You can configure a knowledge base with answers to common questions such as opening hours, address, or pricing. RufLab answers these automatically during the call. More complex requests are logged so you can follow up when it suits you.
How are urgent calls handled?
How are urgent calls handled?
You define what counts as urgent — by keyword, caller identity, or other rules. Calls that match your emergency criteria are forwarded to you immediately, or trigger an SMS notification. All other calls are handled or logged automatically.
How do I know who called?
How do I know who called?
Every call is logged with the caller’s name, phone number, timestamp, and a summary. You can receive optional push notifications or SMS alerts for important calls, or review everything in the dashboard at your convenience.
Do callers know they are speaking to an AI?
Do callers know they are speaking to an AI?
RufLab uses natural-sounding AI voices that respond in real time. You can choose from different voices and customise the greeting to match your brand.
How long does setup take?
How long does setup take?
Setup takes under one hour on average. No hardware and no code are required. You can connect your existing phone number via call forwarding, or use a new RufLab number.