What Roonly Office does for the front desk
Roonly Office records and scores your office calls, answers what your team misses, keeps callbacks in one inbox, and runs reviewed SMS follow-up.
What Roonly Office covers
Roonly Office is the phone side of Roonly. It sits on the numbers your office already publishes and works on every inbound call that passes through it. Once a call is captured, Roonly transcribes it, scores it on an office rubric, writes feedback for the person who took it, and logs a note to your CRM if one is connected.
Four pieces make up the product:
- Call capture and scoring. Every call that reaches Roonly is recorded, transcribed, and scored. Feedback appears on the call itself and rolls up into team views.
- The AI receptionist. When your team cannot get to a call, or whenever you choose, the receptionist answers, finds out who is calling and why, captures a booking request, and transfers to a person on request.
- The callbacks inbox. Any moment where a person still owes someone a call lands in one list with the caller's number and a short summary.
- SMS follow-up campaigns. Roonly reads churned customers, unscheduled quotes, and upsell candidates from your CRM, drafts a text for each, and holds every draft for your review before anything sends.
How calls get into Roonly
There are two paths, and you can use both at once.
The overlay puts a Roonly number in front of your existing office line. A forwarding rule in your current phone system sends calls to that number first. Roonly starts recording and passes the call straight through, so your team answers on the same phones as before and sees the caller's real number. Nothing is ported and nothing is switched off.
A direct integration connects a phone system that already records its own calls. Those recordings flow into Roonly for scoring with no change to your routing. This path also covers outbound calls, which the overlay does not see.
Where things live in the dashboard
Switch the dashboard to the Office lens and the sidebar shows the office pages:
- Overview: calls in the last 30 days, booked rate, average call score, and the average booking-ask score.
- Phone: your Roonly number and the line calls pass through to.
- AI Receptionist: attachment mode, who answers first, the receptionist's name and voice, and what it is allowed to do.
- Callbacks: the open list of people who still need a human.
- Campaigns: SMS follow-up drafts, conversations, and results.
- CRM Log: what Roonly has written or staged for your CRM.
Insights and Conversations sit under Coaching in the same lens and show only phone calls, so office numbers never mix with field recordings. Integrations and Company sit under Admin.
What your CSRs see
A CSR signs in to a simpler view: Home, Callbacks, My Calls, CRM Log, Practice, and Phone. My Calls lists their own scored calls with the transcript and feedback. Practice holds coaching suggestions built from their own calls and browser roleplays against AI callers. New CSRs also get an Onboarding item with lessons built from your office's real calls.
Field and office stay separate
If your company also uses Roonly in the field, the two surfaces do not pollute each other. Phone calls are scored on office rubrics and appear only in the Office lens. Door and field recordings stay in the Field lens. Training content is scoped the same way, so a CSR practices phone scenarios and never a door knock.
What Roonly Office does not do yet
Roonly is building missed-call text-back, text alerts to an on-call person, and in-call appointment booking by the receptionist. Today the receptionist captures the booking request and your team confirms the slot.
Related
- Keep your phone system: how the overlay works
- The AI receptionist
- Call scoring and coaching for CSRs
Still stuck? Contact support.