Portal Overview | Abby Connect Help Center

The Abby portal is your home base for managing you Abby services and reviewing activity. Depending on what you use with Abby (Human Receptionist, AI Receptionist) you may see different sections and tools, but the portal layout stays consistent.

Watch the full portal walkthrough:

What you can do in the portal

In general, the portal helps you:

View call and message activity Abby handled for your business
Find specific callers or interactions quickly
Manage your contacts and business details
Adjust availability settings that impact tranfers
Configure service-specific settings (like AI call handling, integrations, and notifications)

Top Navigation

At the top of the portal, you'll find quick-access tools that help you manage calls day-to-day.

Abby Phone Number

This is the number Abby answers on your behalf. Most clients use it in one of the following ways:

Forward your existing business number to Abby so your incoming calls route to Abby for answering and handling
Publish the Abby number directly (website, listings, business cards) so callers dial Abby first

Status Toggle: Available vs. Unavailable

Your status affects transfer behavior.

Available: Abby follows your configured call handling, including transfers when applicable
Unavailable: Abby skips transfer actions (calls can still be answered and handled depending on your setup)

Need more control? Click Edit Status to set a temporary availability window and have it automatically return to your default schedule.

Related: Status Toggle

Global Search

Global Search helps you find activity fast across calls and messages. Use it when you need to locate:

A specific caller or phone number
A call or message from earlier in the week
A specific contact or keyword

Dashboard

The Dashboard is the first page you see after logging in. It's designed to answer: "What's been happening lately?"

You'll typically see:

Activity by Type

A visual snapshot of calls and messages over the past 7 days.

Recent Activity

A running list of recent calls and messages so you can quickly click in and review details.

Current Usage

A view of usage for your current billing cycle (minutes used and current cycle dates), where applicable to your plan.

Your Abby Assigned Phone Number(s)

A list of numbers associated with your account.

Refer a Friend

A quick way to refer someone to Abby (and receive a credit if they become a paying customer).

Activity

The Activity section is where you go to review what Abby handled, spot trends, and pull reporting.

Calls

Call records include:

Call Details (date/time, caller info)
Call Recordings & Transcripts
Sentiment Ratings
Summaries
Call Tags

You can also export activity to CSV for sharing and reporting.

Messages

Messages show the information captured during an interaction and the details sent to your team, with space for notes.

AI Receptionist (Ai Receptionist Service Only)

If you use AI Receptionist, you'll see an AI-focused area where you control how the AI handles calls.

AI Receptionist Flow

This is where your call handling logic lives: call types, questions, and actions. This is the same structure you set up during onboarding.

Advanced Setup

Supports more complex workflows (like branching logic and conditional behavior). This is optional and best used once you're comfortable with your core call handling.

AI Receptionist Advanced Setup

AI Pronunciation

If the AI mispronounces a name or industry term, you can correct it here.

AI Pronunciation

AI Onboarding Module

If you ever need to revisit onboarding steps, you can access the onboarding module from this area.

AI Receptionist Onboarding

Account

The Account section is where your foundational information lives. This is the content Abby relies on to answer accurately and route callers correctly.

Common items managed here include:

Contacts (who Abby can transfer to or message)
Business details (hours, greetings, address, and other key info)
FAQs/Knowledge (answers Abby can use when callers ask common questions)

Managing Contacts (Add, Edit, Delete)

Important note: Contact numbers are used for actions like transfer. If a contact number matches a forwarded business number, it can create a transfer loop (Abby transferring back to Abby).