Channels

Understand the main customer workflows ASC can support for calls, messages, leads, and escalations.

Channels and workflows

ASC can support several customer-facing workflows through your answering service setup.

The exact mix depends on your account configuration and the services you use.

Inbound calls

Inbound calls are the core ASC workflow.

ASC can answer new inquiries, support calls, after-hours calls, and overflow traffic for your team.

Message taking

ASC can take messages and deliver them based on your instructions.

This works well for offices that need accurate message capture without missing calls.

Sales and lead capture

ASC can qualify new callers and capture the information your team needs to follow up.

This is useful for law firms, real estate teams, home service businesses, and any business that relies on fast follow-up.

Urgent dispatch and on-call coverage

ASC can route urgent calls to the right person based on your Oncall Calendar and escalation rules.

This is common for plumbers, HVAC teams, property managers, and medical offices.

Notification delivery

ASC can deliver notifications through:

• phone calls
• SMS
• email
• fax
• mobile app push notifications
• external integrations where enabled

Outbound workflows

ASC can also reach out on your behalf, not just answer inbound:

• To Dos: scheduled outbound calls, SMS, and emails for reminders, follow-ups, and notifications.
• Two-Way SMS: back-and-forth texting from your business number.

Portal visibility

Your team can review messages, scripts, on-call schedules, reports, and account activity in the ASC Client Portal.

Integrations

ASC can also connect with downstream tools through API access or Zapier where enabled.

Not every account uses every workflow. Start with the services ASC is handling for your business today.