Inbound and Outbound Calling Guide

🌍 Please note: This feature is currently only available to customers in the UK and US.

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A Typical Inbound Call Flow

• The Call: The caller dials your regular resident-facing number.

• The Forward: The call is automatically forwarded to Beam Talk.

• The Conversation: Talk holds a natural, free-flowing conversation — gathering information, triaging, and signposting as needed.

• The Escalation: If escalation is needed, Talk transfers the caller directly to your human team.

• The Summary: After the call, a structured Beam Note is generated automatically, capturing key details and actions.

Managing Outbound Calls

Practitioners can trigger outbound calls directly from the platform interface:

1. Navigate to the agent dashboard.

2. Enter the resident's phone number.

3. Click Create outbound call.

Missed Call Policy: If an outbound call is missed, Talk will automatically retry reaching the resident up to 3 times (by default, once every hour) unless they call back or pick up in the meantime. Organisations can now fully customise when and how often these retries happen to best suit their operational schedules and resident preferences.