[01/04] § telephony
Switchboardvoice receptionist

Every call, put through to the right place.

Your phone.

Answered.

Every call.

// including 2am. including weekends. including while you're with a customer.
Hear it answer the phoneSee what missed calls cost you →
100%answer rate
<1sresponse time
1 weekto live
80%missed calls recovered
9:41●●●
Incoming call
(585) 334-7821
Rochester, NY
answering…

The gap

26%

of inbound calls → voicemail
80% never call back

0%
● calls answered 6pm–8am
80%
● voicemail callers don't call back
mins
● before they call your competitor
“For every 10 calls you miss, 8 have already called your competitor.”
Calculate my missed-call loss →
§ I — How the call gets handled

Call lands. Voice brain picks up. You hear about it later.

§ II — What you're actually buying

Not “an AI chatbot for your phone.”

Telephony routing · CRM integration · webhook pipelines · scheduling · call monitoring · escalation logic.

System layers, in order

01
Telephony layer
call forwardingSIP trunkinghold logicDTMF routing
02
Voice brain
speech-to-textintent detectionFAQ contextconversation state
03
Calendar & CRM glue
live availabilitybooks on-calllead pushintent log
04
Monitoring & escalation
call recordingsescalation triggerspost-call SMSmonthly tuning

System diagram

INBOUND CALLTELEPHONY LAYERVOICE BRAINintent · response · stateCALENDAR/CRMTRANSFER/RESOLVELOG + ALERTMONITORING

Multisoftware system. Voice brain — not the whole body.
Built and tuned in-house by Surfscaler.

“Any competitor can wrap an API call and call it a phone bot. Our edge is in the engineering between layers — prompt design, voice tuning, conversation state, escalation logic, and the connective tissue that makes the whole system behave like a trained human.”

Casey Hamilton, Surfscaler

§ III — What we build for you

Built to your operation.
Not a template.

⚡
We configure

your routing tree — departments, zip codes, urgency triggers.

✏
We write

the call script from a 20-min intake. You approve before launch.

🔗
We connect

your scheduler so it books live slots on the call.

📋
We set up

post-call summaries by email or SMS after every call.

⚙
We tune

monthly from recordings. Scripts improve over time.

🛡
We support

routing changes and FAQ updates — standard changes included.

§ IV — Is this right for your business?

Not right for every business.

this is right if you...

Take inbound calls as a meaningful part of your revenue

Miss 20%+ of calls due to volume or after-hours gaps

Have repeatable questions callers ask every week

Want every call answered without hiring another person

Need appointment booking handled without staff involvement

this is NOT right if you...

Get fewer than 5 inbound calls per day (the math may not pencil)

Have a legally sensitive practice requiring human-only intake

Need callers to authenticate or verify identity before routing

Can't define any repeatable call flow or FAQ for your business

Want a fully autonomous system with zero monthly check-ins

PROFITWARE TELEPHONY SERVICES

STATEMENT PERIOD: 24-HOUR LOG · ROCHESTER NY SERVICE AREA

ACCOUNT: VOICE RECEPTIONIST · TIER PROFESSIONAL

§ CALLS IN THE LAST 24 HOURS

12

CALLS ANSWERED · 100%

TIMEFROMRINGANSW?EST. VALNOTES
08:14 AM(585) 334-78210.8sYES$420—
09:02 AM(585) 441-22900.9sYES$180—
10:38 AM(716) 882-00340.8sYES$340—
11:51 AM(585) 229-55731.1sYES$520→ booked appt. same call
12:44 PMUNKNOWN0.9sYES$0→ solicitation, dismissed
02:17 PM(585) 663-19470.8sYES$290—
04:33 PM(585) 778-44200.9sYES$610→ urgent, warm-transferred
05:58 PM(716) 394-00180.8sYES$380—
07:12 PM(585) 552-88730.9sYES$240→ after-hours; would have been lost
09:44 PM(585) 301-66400.8sYES$460→ would have been lost
11:03 PM(585) 887-22341.0sYES$330→ would have been lost
02:41 AM(716) 540-77910.9sYES$890→ emergency call; would have been lost
TOTAL CALLS HANDLED.......................................................................
12 / 12100%
ESTIMATED LEAD VALUE CAPTURED.............................
$4,660
WOULD HAVE BEEN LOST WITHOUT AI (4 calls).................
$1,920

* Est. value based on avg. job value configured for this account. After-hours calls (07:12 PM, 09:44 PM, 11:03 PM, 02:41 AM) captured at 100% where typical voicemail answer rate is 0%. Warm transfer at 04:33 PM escalated per urgency rules.
Statement generated automatically. All 12 calls answered in under 1 second.

§ V — Not one script. A whole range.

Every kind of call, routed its own way.

// tap a category — booking, FAQ, emergency, spam, multi-location routing, message-taking. One brain, the right play every time.

BookingTue 2:14 PM
"Can I get someone out Tuesday? I need a tune-up before the weekend."
SwitchboardSwitchboard checked live availability, offered Tuesday 10 AM and 3 PM, caller picked 10 AM — appointment locked.
Booked · Tue 10:00 AM
FAQ answeredSat 9:02 AM
"Are you open Saturdays? I've been trying to reach someone all week."
SwitchboardConfirmed Saturday hours, offered to book same-day slot while caller was on the line.
Answered · slot offered
After-hours emergencySun 2:07 AM
"I've got a burst pipe — water is everywhere. I need someone NOW."
SwitchboardSwitchboard identified as emergency, warm-transferred directly to on-call technician's line and sent owner an alert SMS.
Warm transfer · on-call tech reached
Solicitation dismissedMon 11:31 AM
"Hi this is [vendor] calling about your business listing — is the owner available?"
SwitchboardDetected solicitation pattern, responded politely that the team is unavailable for vendor calls, ended the call cleanly.
Dismissed politely · 0 minutes wasted
Multi-location routingWed 4:45 PM
"I'm actually calling from the Eastside location — is this the right number?"
SwitchboardIdentified the caller's location from context, routed to the correct branch and confirmed contact details.
Routed · Eastside branch connected
Price questionThu 10:18 AM
"How much does it cost to get the full package? I want to know before I commit."
SwitchboardQuoted the service range from configured pricing, offered to email a breakdown and transfer to scheduling if ready.
Quoted · $149–$299 range shared
Appointment confirmFri 8:45 AM
"Just calling to make sure my 11 o'clock is still on — got a lot going on today."
SwitchboardConfirmed appointment details from the calendar, sent a confirmation SMS recap to the caller.
Confirmed · 11:00 AM · SMS sent
Message takenMon 6:52 PM
"The owner knows me — can you just let him know I called about the project?"
SwitchboardTook a full message with caller name and context, texted it to the owner within seconds. No voicemail, no drop.
Message delivered · owner notified

Showing 8 of 8call types · sample data, representative of real call types Switchboard handles.

Every call, put through to the right place.

How we work together

Three ways to get started

Self-serve, partner with us, or let Casey build and manage everything. Same engine — different levels of involvement.

Most Popular

Done With You

Build it with you

Lower costSome effort · We guide you

Typical lift: 2–4% revenue recovery

  • 30-min onboarding call (Casey-led)
  • 1 dedicated phone number
  • Up to 800 call minutes / month
  • Personality menu + custom phrase tuning
  • + 4 more

Done For You

Hand it off completely

Higher costNo effort · We handle everything

Typical lift: 3–5% revenue recovery

  • Bespoke prompt engineering by Casey
  • Branded voice cloning option (+ usage fee)
  • Multiple phone numbers
  • Unlimited call minutes (fair use)
  • + 4 more

Questions worth asking

Things people actually ask before signing up

No. We use ElevenLabs or OpenAI TTS voices trained on natural, conversational speech. Most callers can't tell they're talking to an AI unless they ask directly. We can also configure the system to disclose upfront if you prefer full transparency.

The system warm-transfers to any phone number or sends a callback request. You define the escalation triggers: urgent phrases, frustrated callers, specific request types. The AI hands off automatically. Voicemail still exists as a fallback, but it almost never fires.

One week from signed agreement to live. We handle the technical setup and write the initial call scripts. You review and approve the flow before we flip the switch. No surprises.

Yes. We connect to Google Calendar, Calendly, or most scheduling software via API. The AI checks real-time availability and books on behalf of the caller, sends the confirmation, and logs the appointment.

Complex routing is what we build most often. Multi-department trees, zip-code-based routing, time-based rules, seasonal routing. Setup takes longer but the system handles it cleanly. We'll scope it before you commit.

The setup fee is one-time. Monthly plans are month-to-month after the first 60 days. We're confident the system will earn its keep, but we don't hold you hostage.

// a note from casey

Talk to it first. Then decide.

We built a live demo you can call right now and put through its paces. Ask it to book an appointment. Ask it something weird. See how it handles a frustrated caller. The demo runs on the same infrastructure as every client system we deploy.

Try the live demoGet a quote instead