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Overview

TopCalls enables 24/7 customer support with AI agents that handle common inquiries, troubleshoot issues, and escalate complex problems to human agents when needed.

24/7 Availability

Support customers anytime, anywhere. No more “business hours only” limitations.

Instant Response

Customers get immediate answers. No waiting on hold or for email responses.

Scalable

Handle more inquiries simultaneously without scaling your support team.

Seamless Escalation

AI handles simple issues, humans handle complex problems. Perfect handoff every time.

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How It Works

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1. Customer Calls

Customer calls your support number. AI agent answers immediately.
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2. Identify Issue

AI listens to the customer’s problem and identifies the issue type.
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3. Provide Solution

AI provides solutions from knowledge base or troubleshoots step-by-step.
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4. Escalate if Needed

If the issue is too complex, AI transfers to a human agent with full context.
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5. Follow Up

After resolution, AI can follow up to ensure the issue is resolved.

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Example Implementation

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Step 1: Create Support Agent

{
  "phone_number": "+14155551234",
  "instructions": "You are a customer support agent for TopCalls. Your goal is to help customers with their questions and issues. Be friendly, patient, and solution-oriented. Use the knowledge base to answer questions accurately. If you can't solve the issue, use the 'transfer_to_agent' tool to escalate to a human agent. Always confirm the issue is resolved before ending the call.",
  "first_sentence": "Hi, this is Sarah from TopCalls support. How can I help you today?",
  "voice": "shimmer",
  "mode": "realtime",
  "knowledge_base_ids": ["kb_support_123"],
  "tools": [
    {
      "name": "lookup_account",
      "description": "Look up customer account information",
      "parameters": {
        "phone_number": { "type": "string" },
        "email": { "type": "string" }
      }
    },
    {
      "name": "check_order_status",
      "description": "Check the status of an order",
      "parameters": {
        "order_number": { "type": "string" }
      }
    },
    {
      "name": "transfer_to_agent",
      "description": "Transfer call to a human agent",
      "parameters": {
        "reason": { "type": "string" },
        "priority": { 
          "type": "string",
          "enum": ["low", "medium", "high", "urgent"]
        }
      }
    }
  ],
  "webhook_url": "https://your-app.com/webhooks/support"
}

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Step 2: Handle Support Webhooks

app.post('/webhooks/support', async (req, res) => {
  res.status(200).json({ received: true });
  
  const call = req.body;
  
  // Log support interaction
  await supportSystem.logInteraction({
    customerPhone: call.phone_number,
    issue: call.call_summary,
    resolved: call.call_summary.includes('resolved'),
    duration: call.duration,
    transcript: call.transcript,
    recordingUrl: call.recording_url
  });
  
  // If escalated, notify support team
  if (call.metadata?.escalated) {
    await notifySupportTeam({
      callId: call.call_id,
      reason: call.metadata.escalation_reason,
      transcript: call.transcript
    });
  }
  
  // Send follow-up email if issue wasn't resolved
  if (!call.call_summary.includes('resolved')) {
    await sendFollowUpEmail(call.phone_number, call.call_summary);
  }
});

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Common Support Scenarios

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Account Issues

  • Password resets
  • Account access problems
  • Billing questions
  • Subscription changes

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Product Questions

  • How to use features
  • Troubleshooting
  • Compatibility questions
  • Setup assistance

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Order Support

  • Order status
  • Shipping questions
  • Returns and refunds
  • Product availability

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Knowledge Base Setup

Create a comprehensive knowledge base for your support agent: 
{
  "type": "text",
  "name": "Support Knowledge Base",
  "text": `
    Common Issues:
    
    Password Reset:
    1. Go to topcalls.ai/auth/sign-in
    2. Click "Forgot Password"
    3. Enter your email
    4. Check your email for reset link
    
    Billing Questions:
    - Contact hello@topcalls.ai for pricing information
    - Billing cycle: Monthly
    - Payment methods: Credit card, ACH
    
    API Issues:
    - Check API key is valid
    - Verify phone number format (E.164)
    - Check account quota
    - Review error messages in dashboard
  `
}

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Best Practices

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✅ Do This

  • Comprehensive knowledge base: Cover all common issues
  • Clear escalation criteria: Define when to transfer to humans
  • Friendly tone: Be patient and empathetic
  • Confirm resolution: Always verify the issue is solved
  • Follow up: Send email summaries for complex issues
  • Track metrics: Monitor resolution rates and escalation rates

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❌ Don’t Do This

  • Over-promise: Don’t promise things you can’t deliver
  • Skip escalation: Transfer complex issues to humans
  • Ignore context: Use customer account data when available
  • Rush: Take time to understand the problem fully

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Operational Impact

Companies using TopCalls for customer support measure the difference within the first month:
  • Increased capacity to handle more inquiries simultaneously—scale without hiring additional staff
  • Instant response times (vs hours for email)
  • Improved resolution rates for common issues
  • Better customer experience with faster response times
  • Measurable impact from day one—the numbers consistently tell the same story

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Next Steps

Knowledge Bases

Learn how to create comprehensive knowledge bases.

Function Calling

Integrate with your support systems and CRM.