You stay first. OmniComm catches what you miss.
Your phones ring first. OmniComm looks after the missed calls.
Nothing changes for your callers. They still dial your normal office number and your phones ring as they do today. When your team cannot pick up in time, the call transfers to OmniComm. It answers as your Virtual Junior Agent, takes the details and sends your staff a clear summary instead of another voicemail.
In plain English
- Customer calls your usual office number.
- Your phones ring for a set number of seconds.
- If your team answers, OmniComm does nothing.
- If no one answers, the call diverts to OmniComm.
- OmniComm answers, qualifies and sends a summary to your staff.
OmniComm supports your staff and makes sure no lead or urgent issue is lost when they are busy, on appointments or out of hours.
Call routing
You are still the first point of contact
OmniComm sits behind your phones. It only answers when you do not. That might be when the call rings out, goes unanswered or comes in out of hours.
When you answer
If someone in your office picks up within the ring time you choose, OmniComm does nothing. The call stays with your team as usual.
- • Customer dials your office number.
- • Your handset or mobile rings.
- • You answer. The call is handled by your team.
When you miss the call
If no one answers in time, the call quietly moves to OmniComm instead of going to voicemail or being lost.
- • Customer dials your office number.
- • Your phones ring but everyone is busy or out.
- • After your chosen ring time, the call diverts to OmniComm.
- • OmniComm answers as your digital assistant and starts helping.
To the caller, it feels like they reached your office and spoke to your Virtual Junior Agent.
What OmniComm does with a missed call
Capture the call, qualify it, hand it back to your team
Every caller is handled in the same clear pattern so your staff see the story at a glance instead of listening to voicemails.
Answer and introduce
“Hi, thank you for calling Your Agency. How can I help today?”
Ask the right questions
Questions are written with you, in property language, so it feels like talking to a junior negotiator. Details are checked and confirmed back to the caller.
Send a clear summary
OmniComm sends WhatsApp or SMS to the caller when helpful and a short summary to your team with the information they need to follow up or pick up the thread.
Everyday situations
What callers actually hear on a live call
These examples are based on real conversations with tenants, applicants, landlords and guests. The aim is to sound calm, human and helpful, not robotic.
Scenario: Applicant calls about a flat at 7:20pm
Your office has closed for the day. An applicant has just seen a flat on Rightmove and calls your main number while they are still interested.
Example call
OmniComm: “Hello, you are through to Oakbridge Lettings. This call is recorded for training and quality. Are you calling about renting a property today?”
Caller: “Yes, the two bed on High Street, I saw it on Rightmove.”
OmniComm: “No problem. Can I take your name please?”
Caller: “It is Sarah Collins.”
OmniComm: “Thank you, Sarah. What is the best mobile number for you?”
Caller: “07…”
OmniComm: “Got it. When are you looking to move?”
Caller: “Ideally next month.”
OmniComm: “Thank you. I will text you the brochure and a link where you can request a viewing. One of the team will also follow up with you tomorrow. Is there anything else you wanted to know about the flat?”
Caller: “No, that is great, thank you.”
What your team sees
- New applicant: Sarah Collins.
- Property: two bed flat, High Street, ref HS23.
- Move date: next month. Budget if captured.
- WhatsApp sent with brochure and viewing request link.
No voicemail to listen to. In the morning, a negotiator can call or text Sarah straight from the record.
Scenario: New landlord calls on a busy Saturday
Your branch phones are ringing with viewing confirmations. A landlord calls about switching from their current agent, but everyone is out on appointments.
Example call
OmniComm: “Good afternoon, you are through to Greenfield Estates. This call is recorded for training and quality. Are you calling about letting or managing a property?”
Caller: “Yes, I am a landlord. I have a flat in SE10 and I am thinking of changing agents.”
OmniComm: “Thank you for calling. Can I take your name first?”
Caller: “James Patel.”
OmniComm: “Thanks, James. What type of property is it and is it currently occupied?”
Caller: “It is a two bed flat. The tenants are leaving at the end of next month.”
OmniComm: “Understood. Roughly what rent are you hoping to achieve?”
Caller: “Around thirteen hundred.”
OmniComm: “That is helpful. Finally, how did you hear about us?”
Caller: “I searched on Google.”
OmniComm: “Thank you. I will pass this straight to our valuations team. The best person to speak to is the branch manager, who will give you a call back later today. Is this mobile the best number for them to reach you on?”
Caller: “Yes, it is.”
OmniComm: “Great. I have everything I need. You will receive a quick text to confirm we have your details.”
What your team sees
New landlord valuation lead
Name: James Patel
Property: two bed flat, SE10
Status: current agent, tenants leaving next month
Target rent: £1,300 pcm
Source: Google search
Best contact: 07…
This can drop straight into your valuations board in HubSpot or your chosen CRM.
Scenario: Short term rental guest locked out at 1:30am
A guest cannot find the door code when they arrive late at night. They call the number on their booking confirmation, which is your usual office number.
Example call
OmniComm: “Hello, you are through to Harbour Stays. This call is recorded for training and quality. Are you staying with us tonight?”
Caller: “Yes, I am outside the building but I cannot get in. I cannot find the code.”
OmniComm: “I am sorry you are having trouble. I will help you with the access details. Can I take your name and the name on the booking?”
Caller: “It is Alex Jones.”
OmniComm: “Thank you, Alex. Do you have your booking reference handy?”
Caller: “Yes, it is HS4832.”
OmniComm: “Great. One moment while I look up your stay.”
(OmniComm checks the booking through the connected system.)
OmniComm: “I can see you at Flat 3, Dockside Wharf. I will read the door instructions to you now and also send them by WhatsApp so you have them written down.”
Caller: “Perfect, thank you.”
What the guest receives
Harbour Stays access details
Hi Alex, here are your access instructions for Flat 3, Dockside Wharf.
• Main door code: 4829#
• Lockbox code: 7134
If you have any problems, reply to this message and we will help.
The incident is noted against the booking so your operations team can see it next day and spot repeat issues.
Getting started
From signed agreement to live missed call cover in around two weeks
Timings depend on how quickly we receive your scripts, FAQs and forwarding details, but this is a typical path for a single branch.
Set up and discovery
- • Sign proposal and data processing agreement.
- • Share branch details, call routes and staff names.
- • Send example call recordings and FAQs.
Build and test flows
- • Configure your Virtual Junior Agent scripts.
- • Agree ring times before a call diverts to OmniComm.
- • Run internal test calls and tweak language.
Soft launch on missed calls
- • Forward missed or out-of-hours calls first.
- • Review a sample of real calls together.
- • Adjust questions and escalation rules.
Full roll out
- • Move agreed call flows to OmniComm for backup.
- • Set up weekly call and lead summaries.
- • Keep refining scripts as your team uses them.
You stay in control. We provide the Virtual Junior Agent and workflows. You decide which numbers and times OmniComm should cover.
Next step
See how OmniComm would sit behind your phones
On a short call we map your current phone setup, show where OmniComm would take over missed calls and estimate minutes and cost. The aim is simple. You keep the human touch. We make sure the calls you miss are still turned into qualified leads.