Every call starts with a reason. Bella starts there. Bella The Concierge is an Agentforce-powered voice agent built to handle inbound calls through natural conversation. Bella identifies why someone is calling, answers common questions using approved business information, and routes the call to the right team when human support is needed. Bella also checks business hours and team availability, so every call can follow the right path at the right time.
Skip the “press 1, press 2” routine. Bella listens to what the caller says, understands the request, and decides what should happen next.
A booking question and a membership cancellation should not follow the same path. Bella identifies caller intent so each conversation starts on the right journey.
When a live team needs to step in, Bella routes callers based on factors such as intent, department, location, business hours, and customer journey.
Opening hours. Parking. Facilities. Policies. Membership questions. Bella can answer common enquiries using approved knowledge instead of sending every caller to a person.
The right route at 11 AM may not work at 11 PM. Bella can use operating hours and team availability to manage live transfers, alternative destinations, and out-of-hours journeys.
Some calls need a person. Bella can move the conversation to the appropriate team when the request falls outside self-service or needs human support.
Handle common questions about locations, facilities, services, opening hours, policies, parking, and other information without adding another call to the service queue.
Understand whether someone wants booking information, needs help with an existing reservation, or needs to reach a booking team, then send the call down the right path.
Identify questions around memberships, availability, pricing, schedules, or service changes and either answer them directly or connect the caller with the appropriate team.
One main number does not have to mean one giant queue. Bella can help route callers across different properties, locations, departments, and service areas using the context of the call.
Make every inbound call easier to handle. Bella listens, answers, and routes callers without forcing them through rigid IVR menus.
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