Overview
Missed calls are missed jobs. The average field service business misses 27% of inbound calls, and 85% of those callers never try back. They call whoever picks up next.
Operator AI is FieldPulse's AI phone agent, built so your business is the one that picks up first. It answers inbound calls in a natural voice, holds a real conversation with the caller, and books the job directly onto your schedule before the call ends. Because it lives inside FieldPulse, it already knows your services, your schedule, your service area, and your customer history, so callers hang up with a real appointment instead of a callback promise.
The result for your business: fewer missed leads, less time tied to your phone, and a schedule that keeps filling itself, even after hours and on weekends.
Prerequisites
Before you can use Operator AI, make sure the following is in place:
Operator AI is an add on product. If you don't see it in your account, reach out to support@fieldpulse.com or use the chat icon in the bottom right of your screen to enable it today.
Engage is enabled in your account, with at least one phone number connected. Operator AI plugs into your existing Engage call flow, so this is the foundation. See Engage Overview.
Your Booking Portal is set up with the services you want callers to be able to book, including service name, description, duration, lead time, and price. Operator AI reads from this catalog when matching a caller's request to a real service. See Booking Portal.
Working Hours are configured in Engage, including your company time zone. Operator AI operates in your local time zone and uses these hours to handle after-hours calls correctly. See Setting Up Working Hours.
Call Routing is set up the way you want callers handled before they reach Operator AI (phone tree, sequential ring, or direct forwarding). See Call Routing.
You have Admin permissions in FieldPulse. Operator AI configuration is admin-only.
On Web: Admin Experience
Login
In your inbox, lookout for an email with the subject line: “Your Operator AI account”. This email will contain your username and temporary password to login to your Operator AI Portal. Sign in using the temporary password and you’ll be prompted to create a new password. Be sure to store the new password somewhere secure.
Dashboard
The Dashboard provides real-time summaries of:
Percentage of jobs booked by your Operator AI agent
Percentage of calls transferred to an employee or other designated destination
Customer satisfaction ratings for the Operator AI agent
Recent call log
Call Review & Feedback
Step 1:
Click into any call from your Recent Call log or click the View All Calls button.
Step 2:
Here you can use the search bar to find the exact call you want to review.
Step 3:
In the Calls tab, you can listen to or download the call recording and read the transcript of the conversation between your Operator AI agent and your customer.
Step 4:
In the Feedback tab you’ll see the caller’s rating (out of 10) and any free‑text comments captured by your AI agent at call end. You can also add internal feedback—e.g., where the script needs clarity or what you’d like the AI agent to do differently next time. Feedback left on a call helps your Operator AI agent improve overtime.
Accessing Your Operator AI Agent
Edit Your AI Agent
Step 1:
Click the Agents tab from the menu on the left hand side of your screen. Then click Edit Agent.
Step 2:
Click into the Company Config tab to edit details specific to your company. This includes topics such as: timezone, areas you service/don’t service, pricing of services, etc.
Step 3:
Click into the Operator Config tab to edit details specific to your AI agent. This includes topics such as: the name of your AI agent, the default language your AI agent will speak, and where you will configure your Rules.
Configure Your Rules
Rules let you extend or override the default Operator AI behavior. Each rule you configure will fire when its condition is met during a call. The rules you configure will always take precedence over the default onboarding flow, so if you write a rule that conflicts with the default behavior, your rule wins.
Rule types:
Tag: Apply a Customer record Tag or Job record Tag based on call content. The tag dropdown pulls live from your FieldPulse Tag list. This rule type is useful for routing, follow-up automations, and reporting.
Transfer to Number: Transfer the call to a specific phone number when a condition is met. Common uses: transfer to a human, route calls for a specific person (e.g., 'if the caller asks for Jeff, transfer to Jeff's number'), or route by service type.
Instruction: Any other behavior expressed in plain language. Some examples can include:
'Always confirm the service area zip code before collecting any other intake information'
'If it's an emergency service, double confirm and quote the $300 emergency fee.'
Rule Best Practices
Each Operator AI agent supports up to 15 configured Rules for optimal performance
Rule templates are available to you! Common, frequently-requested rules are pre-written and can be added with just one click.
Auto-Generated Tags (Post Call Processing)
Independent of any of your configured Tag rules, every AI agent gets three tags created in FieldPulse from the very beginning:
Operator AI Generated — applied to every Customer record the agent creates.
Operator AI Generated — applied to every Job record the agent creates.
Emergency — applied when the agent identifies the call as an emergency (only created if it doesn't already exist in your Tag list).
These tags are added in post-processing after the call ends, so they don't count against the 15-rule limit and don't need to be configured by you.
Personality customization
Agent personality can be customized today by adding a configured Rule.
Example: 'Act like a cheerful, upbeat receptionist who uses casual language and occasionally cracks a friendly joke.' The agent applies the personality across the conversation.
What Does This Look Like in FieldPulse?
Getting Started:
Utilize Engage and configure your working hours and one of our call routing options (phone tree, sequential call ring, or direct call forwarding per line) to forward potentially missed calls to Operator AI.
Direct Call Forwarding Example
Sequential Call Ring Example
Working Hours Example
Phone Tree Example
From Engage to Operator AI:
When a call is forwarded from Engage to Operator AI, the Operator will conduct the call and collect all relevant information, such as the requested service and desired customer availability. During the call the Operator will get a list of your company's available services from your booking portal and then match the closest service to the service being requested by your customer. The Operator will then reference the Booking Portal Find Availability for the requested service and find a time that matches your customers availability. You can create your own custom configurations for skillsets, teams sizes, and hours available for each service you offer in your booking portal. Click here to learn how.
Creating a Customer Record:
Operator AI will create a new customer record as needed within FieldPulse. Operator AI will collect the following information to create a new customer record:
Name
Phone number
Email address
Address
The newly created customer record will then have the following tag attached to it: Operator AI Generated. You an run reports and/or filter by this tag. This will allow you to easily distinguish who became a customer of yours thanks to the help of Operator AI!
Creating a Job Record:
Operator AI will also create a new job record in FieldPulse using the information collected during the customer call as well as the customer record. The job record will contain the following information:
Service Title/Description: This will be the exact name of the service you offer and entered in your booking portal.
Job Subtitle: The subtitle will always be Operator AI Generated.
Job Tag: A tag will always be created that says Operator AI Generated. If an emergency service was requested an Emergency tag will also be created and added to the job record.
Job Notes: A transcript outlining the summary of the call taken by Operator AI will populate here.
FAQs
What happens if the person calling in is not a current customer of mine?
No worries! Operator AI will create a new customer record for you within FieldPulse. The record will the be tagged with the following tag in our system: Operator AI Generated. This will allow you to easily distinguish who became a customer of yours thanks to the help of Operator AI!
What if a customer calls in wanting to reschedule their service?
Operator AI can help with that! Utilizing the available time slots you set up in your booking portal, Operator AI will be able to successfully reschedule the service.
What is the average length of a call taken by Operator AI?
This will obviously vary by customer and questions asked, but the average length is 1 minutes and 5 seconds. Operator AI aims to quickly answer inquiries or forward the call to another source (available office admin, on call service technician, etc.) designated by you that might know the correct answer. Your Operator AI will learn at a tenfold rate in live environments, gaining valuable insights with each interaction it has with customers. This accelerated learning will help keep call durations short and concise while still ensuring high quality.
Have additional questions?
Contact us at support@fieldpulse.com or use the chat feature in the bottom right corner of your screen.