CoreReach is an AI voice agent that answers your business phone, 24/7. Callers reach a natural-sounding voice that can answer questions, qualify new leads, help existing customers, transfer calls, book appointments, and take messages — without anyone on your team having to pick up.
This article covers what happens during a call and the terms you'll see across the rest of the Help Center. For setup steps, see the other articles in Getting Started.
How a call flows, end to end
A caller dials your number. That's either your existing business number (which you forward to CoreReach) or the dedicated CoreReach number we provide you.
Your agent answers. It uses the welcome message, voice, and tone you configured.
The conversation happens. Depending on the caller and what you've set up, your agent might:
Ask qualifying questions if it's a new caller (Lead Intake)
Help an existing customer it recognizes (Customer Service)
Read out an answer to a common question (FAQ)
Look something up in the documents and websites you've added (Knowledge Base, on Growth and above)
Transfer the caller to the right person or department (Transfer)
Book an appointment on your connected calendar (Appointment)
Take a message if the agent isn't available (Failover)
The call ends with an outcome. Every call is labeled Completed, Appointment, Transfer, Message, Failover, or Blocked, so you know at a glance what happened.
You see it in your account. The call shows up in your Dashboard and Calls list with a transcript, the recording (where available), an AI summary, the caller's sentiment, and any details the agent captured.
Terms you'll see
Caller — the person calling your business.
Contact — a saved record for someone who's called before. New contacts become a Lead or a Customer.
Lead — a contact your agent qualified through Lead Intake. Usually a new prospect.
Customer — a contact the agent recognized via Customer Memory as someone you've spoken with before.
Agent — the AI voice that answers your calls. You give it a name, a voice, a personality, and the information it should know.
Outcome — how a call ended (Completed, Appointment, Transfer, Message, Failover, or Blocked).
Subscription minutes — minutes included with your monthly plan. They reset at the start of each billing period.
Credit minutes — pay-as-you-go top-up minutes you can buy. They don't expire and are used after your subscription minutes run out.
Knowledge Base — text snippets, websites, and files your agent can look things up in. Available on Growth and above.
FAQ — a short, hand-written question and answer that your agent can read aloud during a call.
From here, the rest of Getting Started walks you through setting up your account and making your first test call.