Email and Phone Assistants

RezetHub can give your organisation an email address and a phone number. People with material to offer write or call, and the assistant reads the email or answers the call. It records any offer of material as a lead and raises a task for a person to look at. Nothing else goes on the record until a person here answers Proceed.

Your organisation pays for what the assistants use. See AI credits.

Turn the assistants on

Organisation administrators only.

When you first accept the terms, the next screen is Turn on the assistants. Switch on Turn on the Email Assistant, Turn on the Phone Assistant, or both, then click Continue to RezetHub. You can also skip them and turn them on later.

Later, open Settings, then Integrations (under Company). The page has a switch for the Email Assistant and one for the Phone Assistant.

The Email Assistant

Turning it on gives your organisation an inbound address, made from your organisation’s name (for example ducs-recycling@ followed by RezetHub’s inbound domain). Give it to the people who send you material. If you want mail to your own domain to reach it, set up a forward from your own mail system.

Under Settings, Integrations, Email Assistant:

• Add an address gives you another address.
• Change address replaces an address with one you choose under New address (3 to 40 lowercase letters, digits and single hyphens). Mail to the old address stops reaching you at once. Click Change address to confirm, or Keep this address.
• Give it back releases an address. Mail to it stops reaching you at once, and it cannot be brought back. Confirm with Give it back, or Keep it.
• Turning the switch off asks Turn off the Email Assistant?. Mail to your addresses stops reaching you, and they cannot be brought back. Confirm with Turn it off, or Keep it on.

Who may write

The Who may write list says whose mail is read. Mail from anyone not on it is bounced before it is stored, read or charged.

• (anywhere) lets everyone write. This is how the list starts, because leads come from strangers.
• @domain.com lets everyone at that domain write.
• name@domain.com lets one address write.

Type an entry under Allow a sender and click Allow sender. Click Stop allowing beside an entry to remove it. If the list is empty, every message is bounced.

What happens to an email

1. The email arrives at your address.
2. If its sender’s mail server cannot prove the sender is genuine (a likely forgery or spam), it is stored unread and raises the task An email nobody has read. No credits are spent.
3. Otherwise the assistant reads it. It looks up the records the email mentions and prepares a plan of what a person could approve, for example adding a note to a batch it names.
4. If the email offers material, the assistant records a lead straight away and raises Lead to review. Recording a lead commits you to nothing.
5. A task A message is not filed against a record is raised, carrying the prepared plan when there is one. Open it from your tasks, read the steps, and answer Proceed or Deny. See What the assistant can do for you.

Only images and PDF attachments are kept. Any other kind of attachment is removed before the email is stored.

The assistant treats an email as information, never as instructions. Whatever an email asks for, the assistant only reads it, records the offer and prepares a plan for a person.

The Phone Assistant

Turning it on asks for a phone number for your main facility. While it is on its way, the page shows Getting a number…. Under Settings, Integrations, Phone Assistant:

• Add a number for a facility gives another facility its own number. Your organisation needs at least one facility first.
• If no number could be given, the reason is shown with Ask for a number again.
• Give it back releases a facility’s number. Calls to it stop reaching that facility at once.
• Turning the switch off asks Turn off the Phone Assistant?. Calls to your numbers stop reaching you. Confirm with Turn it off, or Keep it on.

While RezetHub’s phone account is a trial, your number may be a shared trial number, and the page says so.

What happens on a call

1. The assistant answers with: “Hello, you’ve reached (your organisation). I’m (the assistant’s name), an AI assistant, and this call is transcribed.”
2. If the facility records calls, it asks: “May I also record it? Yes or no is fine.”
3. It finds out what the material is, how much (as the caller says it), when it will be ready, whether they want it picked up or will drop it off, and how to reach them.
4. It answers whether you generally take that material only from your organisation’s memory (see The assistant’s name and memory), and says a person will confirm.
5. It never accepts, declines, prices, books a pickup or promises a time.
6. When the offer is clear, it records a lead and raises Lead to review.
7. A call that ends without a lead raises A call to review, so a person reads what was said.

Every call is transcribed. A call in progress is never cut off because credits run out. Its minutes are charged even if they take the balance below zero.

Recording and consent

Recording is set per facility. Organisation administrators set it under Facilities, with the Record calls switch beside a facility’s number. It is on by default.

• The assistant asks every caller first.
• A recording is kept only after a clear yes. Anything else, or no clear answer within 15 seconds, counts as no.
• Without a yes, no audio is kept anywhere, only the transcript.

When credits run out

If your organisation’s AI credits are used up, a new call does not reach the assistant. The caller hears: “Nobody can take your call right now. To leave a recorded message, press 1. Nothing is recorded unless you press 1.” The task A call to review is raised either way, so someone can call back.

A new email that arrives with no credits is stored unread and raises An email nobody has read.

How long it is kept

Call transcripts, call recordings and inbound emails are deleted 12 months after they arrived. When a person who wrote or called is erased, their emails, transcripts and recordings go with them. What they offered stays on the lead.