AI automations
Leverage AI-powered features to automate routine tasks, enhance customer interactions, and gain valuable insights from your communications
Overview
OpenPhone’s AI automations transform how you manage business communications by intelligently handling routine tasks, providing instant insights, and ensuring 24/7 customer service. From automatically categorizing calls to having an AI agent answer when you can’t, these features help you work smarter and deliver better customer experiences. At OpenPhone, we’ve tried to automate as much of your business communication as possible so that you can focus on the work that matters most.Why AI automation matters
Never miss an opportunity
Your business doesn’t stop when you do. AI ensures every call gets answered, every message receives a response, and every customer feels valued - even at 3 AM.
Scale without growing pains
Handle increased call volumes, manage more customer relationships, and maintain service quality without proportionally increasing your team size or workload.Turn conversations into insights
Every interaction contains valuable information. AI helps you capture, organize, and act on these insights automatically, transforming raw communication data into actionable intelligence.
OpenPhone’s AI features
Sona AI agent
Your 24/7 virtual receptionist that never takes a break:- Answers calls professionally when you’re unavailable
- Takes detailed messages and forwards them to your inbox
- Provides instant answers to customer questions using your knowledge base
- Handles common requests like business hours, directions, and services
- Seamlessly transfers to human agents when needed
AI call tags
Automatically organize and categorize your calls based on conversation content:- Smart categorization: AI analyzes call transcripts to apply relevant tags
- Custom tag creation: Define tags that matter to your business
- Instant insights: Quickly identify calls needing follow-up, escalations, or specific actions
- Enhanced searchability: Find important conversations faster with automatic tagging
- Team visibility: Surface key calls across your organization
Call recording, summaries, and transcripts
Stop taking notes and start having conversations. AI captures every detail automatically:
- Automatic recording: Capture every call without manual intervention
- AI summaries: Get concise overviews of lengthy conversations
- Searchable transcripts: Find specific moments in any call instantly
- Action item extraction: AI identifies tasks and follow-ups automatically
- Compliance support: Maintain records for quality assurance and training
Recording calls requires consent. OpenPhone helps you stay compliant with automatic announcements and consent management features.
SMS auto-replies
Keep conversations flowing even when you can’t respond immediately:- Business hours responses: Let customers know when you’ll be available
- Missed call follow-ups: Automatically text callers you couldn’t answer
- Custom scenarios: Create specific replies for different situations
- Professional consistency: Maintain your brand voice 24/7
AI contact suggestions
Maintain a clean, accurate contact database without manual data entry:- Automatic detection: AI identifies contact details mentioned in conversations
- Smart suggestions: Recommends adding new contacts or updating existing ones
- Duplicate prevention: Helps maintain a single source of truth
- Time-saving: Eliminates tedious data entry tasks
Snippets
Speed up responses with intelligent text templates:
- Instant responses: Reply to common questions in seconds
- Team consistency: Everyone uses the same approved messaging
- Dynamic templates: Include variables for personalization
- Easy access: Type ”/” to access your snippet library instantly
Next steps
Ready to transform your business communications? Explore detailed guides for each AI feature:Deploy Sona AI agent
Your 24/7 virtual receptionist
Set up AI call tags
Organize calls automatically
Configure auto-replies
Never leave customers waiting
Enable AI suggestions
Maintain perfect contact records
FAQs
Do AI features cost extra?
Do AI features cost extra?
Most AI features are included in your plan. Sona AI agent is available as an add-on, AI call tags require the Scale plan, while auto-replies and contact suggestions are available on all plans. Call recording and transcripts are available on Business and Scale plans.
Is my data secure with AI features?
Is my data secure with AI features?
Yes, all AI processing follows OpenPhone’s security standards. Call transcripts and AI analysis are encrypted and stored securely. AI features only access the data necessary for their specific function, and you maintain full control over what features are enabled.
Can I customize how AI features work?
Can I customize how AI features work?
Absolutely! Each AI feature offers extensive customization. Train Sona with your specific knowledge, create custom call tags that match your workflow, write auto-replies in your brand voice, and control exactly when and how AI suggestions appear.
What happens if AI makes a mistake?
What happens if AI makes a mistake?
AI features are designed with safeguards and human oversight. Sona can escalate to humans when unsure, call tags can be manually corrected, auto-replies can be disabled instantly, and contact suggestions require approval before changes are made.
Which AI features should I start with?
Which AI features should I start with?
Start based on your biggest pain point: If you miss calls often, try Sona or auto-replies. If you need better organization, implement AI call tags. If data accuracy is crucial, enable contact suggestions. Most businesses see immediate value from auto-replies as a starting point.
How quickly can I see results?
How quickly can I see results?
Many businesses see immediate improvements. Auto-replies start working instantly, AI call summaries appear after your first recorded call, and Sona can begin answering calls as soon as it’s activated. The full benefits compound over time as AI learns your business patterns.