Help Center

What info your agent collects

Two things are always captured, four are toggles, and anything else is a custom field you define yourself. Every toggle you turn on is real conversation time your agent spends asking.

Where it is

AI Agent → Call Handling — the Caller Information Collection card, with Custom Fields directly below it. Each card has its own Save/Cancel, and a change isn't stored until you click Save.

Always collected

Field	How
Name	Asked for naturally in conversation. Locked on — there's nothing worth doing with a call record that has no name on it.
Phone number	Taken automatically from caller ID. It isn't a toggle because it isn't something the agent has to ask for — it's a fact of the call.

Because the number is already known, "Confirm a callback number" (below) is a genuine confirmation — the agent reads the number back — rather than an open-ended "what's your number?".

The four toggles

Email address
Address
Reason for call
Confirm a callback number — has the agent read the caller ID back to check it's the right number to reach them on. Useful if caller ID is often wrong or withheld for your callers. This one also enables callback requests; see Callbacks & voicemail.

Only turn on what you'll actually use. A toggle that's on is a question your agent will try to work into the conversation, and four of them turned on for a thirty-second call is noticeable.

When a toggle is off, the agent has no way to record that field at all — it isn't a matter of being told not to ask. There's no mechanism there to capture it.

There's no "preferred appointment time" field

There used to be, and it was removed. The real booking flow already captures an exact time, checked against your actual availability — a vaguer version of the same thing captured separately was worse than useless.

Custom fields

Anything specific to your business: vehicle make and model, unit number, preferred technician, policy number. Each one is a label plus a description telling your agent what it's asking for and why.

How many you can define depends on your plan:

Plan	Custom fields
Starter	3
Growth	10
Scale	30

Write a description that genuinely disambiguates. "Vehicle Make" with the description "the manufacturer only, e.g. Honda" gets you a different answer than one described as "make and model" — and your agent follows the description, not the label.

When a custom field actually gets asked

A defined field isn't only picked up if the caller happens to mention it — your agent will ask for it, but only at a sensible point:

Just before booking an appointment, along with the other details it needs — a natural "just need a couple of quick things" beat.
When the conversation gives it a genuine opening — a caller asking what an oil change costs gets asked what they drive, because the answer depends on it.
Not at all if there's no opening. Someone ringing only to ask what time you close doesn't get an off-topic question about their vehicle bolted onto the end.

And it asks once. If the caller sidesteps it and moves on, your agent doesn't press — no custom field is ever mandatory, and one being blank just means the caller never said.

Repeat callers, and correcting what's on file

When someone calls back from a number you already have a contact for, your agent knows what it already has and will check rather than re-ask from scratch: "I have your address as 12 Mill Street — still current?"

Existing details are only overwritten when the caller explicitly confirms or corrects them out loud. Nothing is guessed or quietly replaced, and every change is recorded on the contact's activity timeline with the old value, the new value and when it happened — so you can always see what changed and why.

If you downgrade

Fields beyond your new plan's cap are not deleted. They stay stored and visible. What changes is that you can't save Agent Settings at all — even an unrelated change like the greeting — until you trim back down to the cap. Delete the ones you no longer need and saving works again.