How do you put every customer call, text and email in one inbox with AI-drafted replies?
Use one thread per customer number. In Fieldproxy's Front Desk every call and text with a customer is one conversation, AI agents answer first and hand over what needs a person, and Autopilot drafts text and email replies that wait for a person to approve.
This walkthrough opens the Front Desk at Summit Home Services, a demo home services company: one inbox, a customer's whole call history in one thread, an AI-drafted follow-up, internal notes, an AI phone agent's hand-off, the log of what the agents did and the drafts queue.
Chapters
Summit Home Services is a demo company with fictional customers. Every screen is the real Fieldproxy product; some sequences are sped up.
Step by step
See the whole inbox
Front Desk counts what needs a person, what has no owner and what the AI agents handled this week.
Open one customer thread
Every call and text with that number is one conversation: who answered, how long, the outcome and the job it created.
Review the AI draft
Autopilot suggests a reply built from the customer's records, such as the options a technician quoted.
Edit and send, or add a note
Edit first puts the draft in the reply box; replies go from the business number, and internal notes stay hidden from the customer.
Pick up hand-offs
When the AI agent can't solve something, it takes a message, flags the thread and anyone can take it.
Check what the AI did
A log lists every call and text the agents took, every reply they wrote, and a drafts queue waits for approval.
Questions people ask
- Can calls and texts with a customer be in one thread?
- Yes. Front Desk keeps one thread per phone number, with every call, text, AI reply and internal note in order.
- Does the AI send messages on its own?
- Not here. Autopilot drafts texts and emails, and nothing leaves without a person approving it; you can edit a draft before it goes.
- What happens when the AI can't help?
- It hands over. In this example the AI phone agent took an urgent billing message, changed nothing on the account and flagged the thread for a person.
- Can I see what the AI agents did?
- Yes. A log lists every call and text the agents took, the outcome and a plain-English summary, plus every reply they wrote.
- How long does it take to set up?
- Fieldproxy builds your own field service management system around your workflows, and it can be live within a day.
- Is Summit Home Services a real company?
- No. Summit is a demo company with fictional customers. The screens are the real Fieldproxy product, recorded live and sped up.
Transcript
Show
- 0:00How do you keep every call, text and email with a customer in one place, and stop writing the same replies by hand? Give each customer one thread.
- 0:09In Fieldproxy's Front Desk, every call and text with a number lands in one conversation, the AI answers first, and AI drafts the replies, texts and emails, for a person to approve. Here's how it looks.
- 0:23The Front Desk is one inbox for the whole office. Seven conversations need a person, twenty-two have no owner yet, and the AI agents handled eleven conversations this week, booking three jobs.
- 0:36Open Gabriel Pena, and his whole history is one thread: every call since May, who answered, how long it lasted, and the job it turned into, right up to his no-heat call in October.
- 0:48Below it, Autopilot has already drafted his follow-up: the three furnace options his technician quoted, with the real prices.
- 0:57Edit first drops the draft into the reply box, so a person checks every word before it goes. Replies go from the business number the customer already texts, signed with your name.
- 1:09Switch to an internal note, and the team can talk about the customer in the same thread.
- 1:14The customer never sees it.
- 1:17When the AI phone agent can't solve something, it hands it over.
- 1:21Jean Brooks says she was charged twice. The agent took an urgent message for billing, changed nothing on her account, and flagged the thread for a person.
- 1:31Anyone on the team can take it, so every hand-off has an owner.
- 1:36And everything the agents did is logged: every call and text they took, the outcome, and a plain-English summary of what happened.
- 1:45Every reply the AI wrote is listed too, with its status.
- 1:49Autopilot keeps its drafts, texts and emails, in one queue.
- 1:52Read them, edit them, approve them. Nothing leaves without a person.
- 1:57One inbox, every conversation, AI that drafts and a person who decides.
- 2:02Get your own custom field service management within a day, tailored to your workflows.
- 2:07Start at fieldproxy dot ai.
