Tradesly · Guide
Who's on your phones: your AI, your team — or ours
Choose how your AI, your team and optional Full Service support take part in customer calls.
The first question most owners ask is some version of “so — do you provide the people, or do we?” Your AI can handle the configured first response, your own team can join calls that need their judgment, and optional Full Service support may be available by arrangement with Tradesly.
You still decide who is responsible for each hour, which calls need a person, and what happens when nobody is available. Use the visible call controls and a written coverage plan instead of assuming that any feature replaces staffing.
1 The three answers
| Who's on the call | How you get them | What they're for |
|---|---|---|
| Your AI | Call the AI Phone Number after setup. | Handles the call tasks you configured, subject to service availability and the limits you set. |
| Your own team | Use Take Over in the Office or configure Live Transfer. | Handles judgment calls, sensitive situations and work that requires your staff's authority. |
| Tradesly's team | Ask us about Full Service. | Optional staffed help for the companies, hours and call types agreed with Tradesly. |
2 What to do next
Call your own AI number from your phone.
This is exactly what a customer hears before anyone else is involved. Your first test call walks through it.
Watch that call arrive in your Office.
A call in progress carries a Live pill naming who has it — right now, AI Agent. Your Office at a glance covers the rest of the board.
Give your own people a way onto a call.
In Settings, Live Transfer takes a Teammate's phone number, and saving it turns the feature on; readiness then reads Can place calls · Ready. See Live Transfer: getting the right person onto the call.
Ask us about Full Service if you need staffed help.
Confirm the available scope and hours with the Tradesly team; Getting help has the ways to reach us.
Stepping into a call mid-sentence explains the customer and teammate experience. Taking over from the AI is the how-to for your own team.
3 Full Service: our people, in your name
Tradesly Full Service is an optional staffed service arranged with the Tradesly team. It is not a self-service switch in Settings. Ask what coverage is available for your account and confirm the companies, hours, call types, escalation contacts, recording practices and commercial terms in writing.
Before it starts, review the business name, greeting, services, pricing boundaries, service area and situations that require your own team. Keep that information current and tell Tradesly when your policy, staffing or hours change.
4 Choose a coverage plan
Start with the hours your business must cover and name the person responsible for each one. Decide which calls the AI may handle, which need your team, and which may be eligible for Full Service. Then test each path on your own line.
For your staff, Live Transfer uses a Teammate's phone number. Test both an accepted transfer and a call when nobody answers. A configured number does not guarantee availability, so keep a manual callback and urgent-message process.
During a live call, the Office shows a Live pill naming who currently has the call. Take Over lets an authorized teammate become the speaker. Train staff to read the caller and company context before taking over.
Deciding coverage is easier after you've heard your own line and practiced the controls your staff will use.