> For the complete documentation index, see [llms.txt](https://answeringservicecare.com/docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://answeringservicecare.com/docs/platform-basics/channels.md). # 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. {% hint style="info" %} Not every account uses every workflow. Start with the services ASC is handling for your business today. {% endhint %} --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation by asking a question. Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters: ``` GET https://answeringservicecare.com/docs/platform-basics/channels.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `automate deployments from our CI pipeline` lets GitBook tailor the answer to that use case. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.