What Orsola says to callers, how texts work, and how it decides something is urgent enough to tell you.
What happens when somebody calls
Orsola answers and says who it is, in one short opening turn — something close to: "Hi, this is Orsola, [your name]'s AI assistant. Just so you know, this call is recorded for [your name]'s follow-up. How can I help you?"
It says it is an assistant and that the call is recorded, every time, before any real conversation. If the caller is not willing to be recorded, Orsola apologises, explains the call cannot continue on that basis, offers a text or a callback instead, and ends it.
From there it finds out who is calling and what they want, and does one of three things: answers a question it actually knows the answer to, takes a message, or arranges a callback. Before hanging up it confirms the caller's name, a number to reply on if one is needed, and a one-line summary of what they wanted.
You can take over at any time. While a call is running you will see Orsola is on a call, and Take Call hands it to you.
What it will not tell a caller
The caller is a stranger, and Orsola treats them as one:
It does not disclose your email, your files, your accounts, or what is in your calendar.
A caller cannot change anything — not your calendar, your mail, your files or your account. They can ask; the decision comes back to you.
It does not invent facts about you or your business. If it does not know, it takes the message.
Booking is the one place it can act, and only if you have enabled that. Even then it will not describe an appointment as booked unless the booking actually went through.
Ask Orsola to make a call
It works the other way round too. Ask, and Orsola rings somebody on your behalf:
"Call the garage on +44 20 7946 0123 and ask whether my car is ready to collect."
Orsola does not dial straight away: it shows the number and the reason, and waits for Confirm. The prompt lapses on its own if you do nothing.
It needs two things before it will dial: the number, in full international format, and what the call is for. Ask it to "call the garage" without a number and it will come back for one rather than guess.
It does not dial straight away. A banner appears in the app first, showing the number it is about to ring and what the call is for, with Confirm and Cancel. Nothing is dialled until you confirm, and a banner you ignore simply expires. When the call ends, Orsola tells you what came of it.
That check is a setting rather than something Orsola decides in the moment, and it is on by default. You can turn it off in the Phone Agent settings if you would rather a plain instruction dialled immediately — worth knowing that a call costs credits from the moment it connects.
It speaks for you, never as you. It introduces itself as your assistant, exactly as it does on incoming calls. It is not pretending to be you, and it will not agree to anything on your behalf that you did not ask it to.
Outbound calls need a number of your own, so Max, and cost credits like any other call.
Reading and sending texts
Texts to your number arrive under SMS in the Phone agent, where you can read them and reply. Calls is the tab beside it, holding the call history.
Sending a text costs credits like anything else. With an empty balance you will be told so rather than the message quietly failing.
Call summaries
After a call ends, Orsola writes it up — who called, what they wanted, and anything they asked for. That arrives the way scheduled work does: it appears in Orsola, and the bell tells you.
Summaries are produced after the call finishes, not during, so give it a moment before assuming one is missing.
Being told when something is urgent
Most calls can wait for you to look. Some cannot, and Orsola raises those separately rather than leaving them in a list.
It flags a call as urgent for a narrow set of reasons: an emergency, a high-stakes legal or financial matter, a family emergency, or a caller explicitly asking for a real person. When it does, it gives a plain-language reason you can act on rather than just a flag, and you can dismiss the alert once you have dealt with it.
Deliberately narrow, so that an urgent alert means something. A caller being impatient is not urgent; a caller saying there has been an accident is.
