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Smart Actions: eGuide to Creating Actions that Power Business Outcomes

  • Updated

Table of Contents

  1. Call Transfer
  2. SMS Link
  3. Message Taking (SMS for Callback)
  4. Message Taking (Email)
  5. Configuring Smart Actions
  6. FAQs

1. Call Transfer 

What It Is
Call Transfer allows SoundHound AI Smart Answering to hand off the caller to another phone number based on keywords, topics, or names you specify. For instance, if the caller says “I need to speak with Customer Service,” the system can transfer the call to the correct department or individual.

Key Features

  • Customizable Recipients: Provide one or more phone numbers for forwarding calls.
  • Customizable Scripts: Tailor your assistant’s transfer confirmation message (e.g., “Sure, I’ll connect you to our customer support team now. They’ll be happy to assist.”).
  • Trigger Keywords: Define specific words or phrases (e.g., “billing,” “tech support,” “customer service”) that will activate a transfer.

Common Use Cases

  • Department Handoffs: Forward calls for technical support, billing, or reservations.
  • Escalations: Transfer disgruntled callers directly to a manager or supervisor line.
  • Regional Routing: If a caller mentions a particular location or store branch, automatically connect them to the relevant office.

2. SMS Link 

What It Is
SMS Link enables SoundHound AI Smart Answering to offer a text message containing a URL to the caller. When the assistant recognizes a relevant request, it asks if the caller would like to receive more information via a link.

Key Features

  • Opt-In Prompt: The caller must confirm they want to receive a link.
  • Multiple Link Types: Send URLs for online ordering, job listings, app downloads, directions (Google Pin), or any other link.
  • Keyword/Topic Activation: Phrases like “place an order,” “apply for a job,” or “where are you located?” can trigger the SMS link offer.

Common Use Cases

  • Online Ordering: “Would you like the link to order online? I can text that to you.”
  • Directions: “Would you like a link to our location on Google Maps?”
  • Recruiting: “I’ll send you a link to our careers page—just follow the prompts to apply.”

3. Message Taking (SMS for Callback) 

What It Is
With this action, the assistant can gather the caller’s information and reason for calling, then send the details to an SMS-capable device of your choosing. You or your staff can return the call at your convenience.

Key Features

  • AI-Generated Summary: The assistant summarizes the caller’s reason for contacting you.
  • Caller Number Capture: The phone number is automatically captured, ensuring quick callback.
  • Consent-Based: The assistant asks the caller if they’re okay leaving a message.

Common Use Cases

  • Out-of-Hours Support: When your team isn’t available, the assistant captures the message and automatically texts it to the on-call representative.
  • Busy Lines: If lines are busy, you can quickly gather the caller’s details for a follow-up.
  • Small Teams: Ideal for businesses where staff can’t answer every call but need urgent or quick access to the caller’s message.

4. Message Taking (Email) 

What It Is
Similar to the SMS callback feature, but instead of sending the message via text, the assistant emails the call summary to the address(es) you specify (e.g., a ticketing system, manager’s mailbox, or shared inbox).

Key Features

  • Customizable Email Recipient: Send messages to one or more predefined email addresses.
  • Topic-Based Routing: If the request relates to tech support, it can go to IT; if it’s about billing, it can go to accounting.
  • Detailed Summaries: The AI-generated summary includes the caller’s phone number, time of call, and reason for reaching out.

Common Use Cases

  • Integration with Ticket Systems: Forward issues directly to a support queue.
  • Escalations: If the caller mentions an urgent request, automatically notify the manager or team lead.
  • Multi-Step Issues: Allow time for your team to research the problem before contacting the customer.

5. Configuring Smart Actions 

  1. Access the Admin Dashboard

    • Log in to SoundHound AI Smart Answering.

  2. Create a New Action

    • Go to the “Transfer and Customer Self Service” section and click on the + section
    • Type in a statement with the outcome you're looking to achieve (e.g., when a customer wants to place an order, send an SMS link to xyz.com/order
    • Review the action and save/approve if you're ready.
    • To edit, you can click on the three dots to the right of a label
    • Choose one of the action types: Call Transfer, SMS Link, Message Taking (SMS), or Message Taking (Email).
    • Enter the relevant details, such as the phone number for transfers or the URL for SMS links.

  3. Test Consistency

    • Test phrases that might vary to ensure broader coverage (synonyms, common misspellings).

  4. Customize the Script

    • You can modify how the assistant responds and confirms actions.
    • For call transfers, specify how the assistant introduces the next department.

  5. Save & Test

    • Click “Save” or “Publish.”
    • Conduct a test call to verify triggers and the assistant’s flow.
    • Make any necessary adjustments (additional keywords, alternate phone numbers, etc.).

6. FAQs

  1. Can I have multiple actions for the same keyword?

    • Technically, you can. However, we recommend configuring unique triggers for each action to avoid confusion. 

  2. What if my link or phone number changes?

    • Simply edit the action in the Smart Actions dashboard. Updates typically take effect immediately.

  3. Is there a limit to how many Smart Actions I can create?

    • There are no limits to how many Smart Actions you can create, however, we do recommend ensuring minimal overlap to maximize accuracy.

  4. Can I include multiple links in a single SMS?

    • Currently we only support a single link send per request.

  5. Are these actions available 24/7?

    • Yes. Smart Actions are always active as long as your SoundHound AI Smart Answering is running. If you wish to disable or schedule them, you can do so in the dashboard.

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