Workflows
Built and changed by your team.
Greeting, hours, and escalation rule live in a workflow per account, built on a visual canvas that also connects the client’s tools.
Workflows and connections← All industries
Solutions · Answering services
The bot takes the easy ones. Your team takes the rest.
Your operators go from a dental emergency to a plumbing dispatch to a law firm intake, back to back. Hand the routine calls to a bot, and each account keeps its own greeting, script, and escalation rule.
100+ countries · Cloud, hybrid, or onsite · 1 to 1,000 seats
A day on Unbound
One night shift across every account you answer for.
-
The account keeps its own step and its own prompt. The dental line rings.
The dialed number loads that account’s greeting and rules. The bot moves a cleaning and texts the confirmation.
-
The text goes to the on-call plumber, and the call hands over with its transcript. A plumbing account hits its rule.
A caller reports an active leak. The bot texts the on-call plumber and hands the caller to an operator.
-
An offer carries the account’s name, right above the next account in line. The operator never guesses the account.
Each offer arrives with the account name, the script as a playbook, and the client’s data at the right step.
-
The queue that breached overnight, with its longest wait shown. Last night, reviewed.
The supervisor scores bot and operator calls side by side. Each client sees its night in a portal under your brand.
A bot on an account’s queue uses that account’s greeting, script, and knowledge. When a call hits the escalation rule, the operator gets the caller and the transcript. How bots answer for your accounts
Per-account setup
Each account gets its own greeting, script, and hand-off rule.
Set it once per account and it runs that way on each call.
Queues
A queue per account, or grouped.
Give a large account its own queue and group smaller ones, with wait time and service level for each.
QueuesRouting
Operators matched by skill.
Medical-trained operators get medical accounts. Spanish speakers get Spanish callers. An urgent call moves to the front.
RoutingOn screen
Operators read the account’s script, not a binder.
Each account’s script is a playbook that tracks the steps while the operator talks and flags a required one that’s still open. Calls, transcripts, and notes file on the client’s company record, so any operator sees what happened last time. Whoever runs your front desk works from the Operator panel instead: every account and queue as a tile, with a live call dropped onto one to hand it off, announced first or straight through.
Your clients
Clients get their messages and their calls, under your brand.
Your clients sign in to a portal on your domain, in your colors, and see how their night went without waiting on you.
Before
- A weekly report somebody assembles by hand.
- Messages read back over the phone, or buried in an inbox.
- Medical accounts you’d rather not take on.
On Unbound
- A portal per client, branded as yours, with open and resolved work, the knowledge base, and shared projects.
- Each account gets its messages by text, email, or fax, the way it asked for them, and inbound fax routes like a call.
- SOC 2 and HIPAA, and each operator sees only the accounts they work.
Questions
What answering service owners ask.
Can each account have its own escalation rule?
Yes. Each account’s workflow sets its greeting, hours, and hand-off condition, from any symptom mention to any request the bot shouldn’t answer.
What happens if the bot mishandles a call?
Bot calls are recorded, transcribed, and scored like an operator’s. A supervisor sees it, tightens that account’s script or escalation rule, and the next call runs the new rule.
Can supervisors monitor bots live?
Yes. Bots show on the same wallboard and team view as operators. A supervisor listens in, coaches inside the conversation, and steps in on the call.
Can we take medical accounts?
Yes. Unbound meets HIPAA requirements for medical accounts, and SOC 2 across the platform. Calls, transcripts, and messages are encrypted whether they’re stored or on the move, access is set by role, and changes land in an audit log.
Load one account and hear the bot take a call.
Open a free 30-day account with sample data, load one account’s script, and listen to the bot handle a call before you move any client over.