Abby Connect

This article explains how scheduling works across services and what integrations are supported.

Scheduling with Abby Connect

Learn how to review activity, manage contacts, route calls, and operate your Abby services day-to-day.

Using Abby

Each call record contains key information about the caller, the conversation, and how the call was handled.

Reviewing Call Records

Messages are created when Abby takes a message for a caller instead of transferring the call. You can review these messages directly in the Abby portal or AbbyGo mobile app.

Reviewing Messages

Reviewing Voicemails

Live chat records are available in both the Abby Connect portal and the AbbyGo mobile app.

Reviewing Live Web Chats

Voicemail allows callers to leave a recorded message when a call is routed to a voicemail box.

Voicemail behavior depends on your call handling configuration.

Voicemail Handling

You can rate any call, message, or chat interaction directly from the Abby portal or the AbbyGo mobile app. Ratings and comments allow you to provide feedback on specific interactions…

Rating Activities & Submitting Feedback

Call Tags help categorize and organize calls handled by Abby. Tags allow you to quickly understand the purpose of a call and filter activity inside your portal.

Call Tags are…

Understanding Call Tags

You can export activity records from Abby Connect to analyze communication history, track performance, or share data with your team.

Exports allow you to download detailed information about calls, messages,…

Exporting Activity Reports

AI Sentiment Ratings help you quickly understand how a caller felt during a conversation.

Understanding AI Sentiment Ratings

Global Search allows you to quickly find specific interactions across your Abby Connect account without manually browsing activity logs.

Global Search

Understand how to review call activity, message details, recordings, summaries, and interaction history inside your Abby portal.

Reviewing Activities

Abby (AI Receptionist and Human Receptionist) ensures you receive important updates whenever a message or voicemail is created.

These notification settings are configured per contact in your portal.

Message & Voicemail Notifications

This feature helps ensure important callers receive consistent, priority treatment.

Known Callers (VIP Callers)

If you receive unwanted calls, Abby allows you to block specific numbers so they no longer reach your AI or human receptionist.

Blocking Callers

Abby can help you manage unwanted sales or marketing calls based on how your call handling is configured.

Managing Solicitation Calls

Abby can send automated text messages to callers after a call, depending on your service and configuration.

These messages are one-way only and do not accept replies.

Sending Text Messages to Callers

Transfer numbers are the phone numbers Abby uses to connect callers to you or your team.

Each contact can have up to three transfer numbers, which Abby will attempt in…

Transfer Numbers

Whether you prefer a warm introduction or a direct connection, your transfer type determines how Human or AI receptionists handles each call.

Transfer Types

Abby Connect is designed to support multiple incoming calls at once. How those calls are handled depends on your service setup.

Handling Multiple Simultaneous Calls

If a team member is out for the day (or any period of time), there are different ways to manage how their calls are handled depending on your service.

Managing Call Handling When a Team Member Is Unavailable

Call Handling determines what happens when someone calls your business.

Call Handling & Routing

Save this number! Your Abby receptionist — human or AI — will always call you from our dedicated line: 866-499-1123.

What Number Abby Uses for Call Transfers

FAQs help Abby answer common questions from callers without needing to transfer the call or take a message. By adding FAQs to your account, you can ensure both your AI…

Managing FAQs

Learn how to control how calls are routed and customize Abby’s behavior to fit your business needs.

Call Routing & Handling

Your business time zone controls how Abby Connect interprets time across your entire account.

Setting Your Business Time Zone

Your business hours determine when Abby answers calls during your normal operating schedule and how calls are handled outside of those hours.

These settings apply at the account level and…

Business Hours & After-Hours Handling

Your Call Answering Hours determine when Abby answers incoming calls live.

Coverage options vary depending on whether you use the AI Receptionist, Human Receptionist service, or both.

Call Answering Hours

Learn how to enable Spanish support for your AI receptionist. Multilingual setup is available upon request.

Enabling Spanish & Multilingual Support

For Human Receptionist accounts, you can choose how messages are generated after calls are answered.

Message Generation Settings (Human Receptionist Service)

Abby Connect allows you to add additional communication channels to support different teams, departments, or services. These options can help organize how calls and messages are routed through your Abby…

Additional Communication Channels

Abby Connect supports businesses that operate multiple companies, locations, or franchises. Account structure add-ons allow you to organize your services across different business entities within the same Abby Connect account.

Company & Account Structure Add-Ons

Manage various settings that impact your account.

Account Settings

The Contacts section allows you to manage the individuals and departments Abby can transfer calls to or send messages for.

Each contact has its own phone numbers, availability settings, and…

Managing Contacts (Add, Edit, Delete)

Your Contact Status tells Abby when to transfer calls to you and when to hold them.

This applies to both AI and Live Receptionist services, with some differences noted below.

Contact Status & Availability

Setting 24/7 Availability for Contacts

How to make Abby recognize and transfer callers who ask for an extension.

Using Extensions with the AI Receptionist

Control who receives calls and when they’re available. Manage contact settings, availability rules, and coverage behavior.

Managing Contacts & Avaialbility

Find answers and get help from Intercom Support and Community Experts

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