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Tradesly · Guide

What your AI will never do

The boundaries you can check before trusting your AI with customer conversations.

Every AI phone product will tell you what it can do. Trust comes from knowing the limits you can configure, test and observe. The title of this guide describes the behavior Tradesly is designed to provide when the relevant feature is configured and available; it is not a promise that AI, carriers or software can never fail.

1 The boundaries you can check

  • A person can take the floor. On a live call, Take Over makes your teammate the speaker and the call status reads “You're speaking.” Practice this on your own line before relying on it with customers. See Taking over from the AI.
  • Your coaching sets the expected limits. Tell the AI what it may quote, which jobs it may book, and when it should involve a person. AI can still misunderstand an unusual request, so test important rules and review real conversations. See You set the rules.
  • You can review and restore available versions. In the test account, use Versions to review the choices shown and Restore only when your team understands the earlier customer-facing result. Contact Tradesly before relying on a restored setup in live work. See Versions: any change can be taken back.
  • Opt-out requests must stop outreach. Tradesly recognizes supported opt-out requests and applies the product's do-not-call controls. Your staff must also act on clear requests expressed in other words and confirm that no separate system continues contacting the person. See Consent and opt-outs.
  • Live Transfer has a visible outcome. Configure a monitored Teammate's phone number and test what the caller experiences when someone accepts and when nobody is available. Availability of a transfer does not guarantee that a teammate will answer.
  • Conversation records can be checked. Open the ticket after a test call or text and review the conversation, outcome, and any available transcript or recording. If something is missing, do not assume it was stored elsewhere; follow your manual process and report it.

2 What to do next

1

Take over a live call and hear the AI stop.

Press Take Over on a call in progress in your Office. Taking over from the AI covers what happens next.

2

Coach one change, then hear it on your own line.

Change your agent by describing the change is the how-to, and Nothing reaches a customer untested is why you call yourself before a customer calls you.

3

Review recent opt-outs.

Do-not-call, opt-outs and consent in plain language explains the visible controls and your responsibilities.

4

Give calls a route to a teammate.

In Settings, Live Transfer takes a Teammate's phone number so eligible calls can be offered to a teammate. See Live Transfer: getting the right person onto the call.

3 What these boundaries do not promise

They do not replace your own call coverage, compliance review, quality checks, or business-continuity plan. Phone and messaging service depends on carriers, networks, devices, integrations, configuration and third-party availability. Keep a manual way to receive urgent customer information and know how your team will respond if a normal feature is unavailable. Built to stay on the air gives you that checklist.

Check the controls on your own line and record what your team should do if the result is different from what you expect.

4 If you ever see one broken

Tell us what you observed. Include the ticket ID, time, expected result and actual result, and avoid emailing unnecessary customer information. Until the issue is resolved, use your manual coverage or outreach process rather than assuming the next call will behave differently.

What your AI will never do · Tradesly Help Center · living document — updated as the product changes.