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Answer nights, weekends and spikes without adding shifts.

Send calls to Telvana when your center is closed or your queue overflows. Callers get answers and bookings at any hour, urgent calls reach your on-call line, and everything else is waiting for your team in the morning.

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After hours and overflow

Direction
Inbound
Callers reach it
By external transfer from your IVR
Carrier change
None
Languages
English and Spanish
Setup
Built and tested by our team, live in days
Plans
From $399 a month, plus one-time setup

Capabilities

What it covers when your team can't

One agent works your closed hours and your busiest ones, with the same knowledge and the same rules.

  • 01

    Answers 24/7

    Nights, weekends and holidays, answered immediately with no hold queue.

  • 02

    Takes the overflow

    Your phone system sends calls to Telvana when the queue passes a limit you set, or when every agent is busy.

  • 03

    Resolves routine requests

    Answers from your knowledge base, and looks up or updates records in the systems you connect.

  • 04

    Books the next open slot

    Books, reschedules and cancels appointments, so the request is handled before your team logs in.

  • 05

    Urgent calls reach someone

    Calls you define as urgent are transferred to your on-call number, under rules you set.

  • 06

    A follow-up list, not a voicemail box

    Calls that need a person are summarized and tagged for follow-up in your dashboard, ready for the next shift.

How it works

Your phone system decides which calls come to Telvana.

  1. We build and test your agent

    Our team builds it around your after-hours and overflow call types, your hours, and who to reach for urgent issues, and tests it before launch.

  2. You set the routing

    In your phone system, send after-hours calls, overflow, or both to your Telvana number as an external transfer.

  3. Telvana answers

    It resolves what it can, transfers urgent calls to your on-call line, and leaves everything else summarized and tagged for your team.

Handoff

Where the AI stops and your team takes over

Overnight, the AI handles the routine and makes sure nothing urgent waits until morning. You decide what counts as urgent and who gets the call.

Telvana resolves

  • Hours, locations and policy questions
  • Status checks and account lookups
  • Booking, rescheduling and cancelling
  • Taking details for a callback

Goes to your team

  • Emergencies and safety issues, sent to your on-call number
  • Complaints and upset callers
  • Billing disputes and exceptions to policy
  • Anything outside the knowledge base, tagged for follow-up

FAQ

Common questions.

All questions
Can it take overflow during business hours as well as after hours?

Yes. It is the same agent. Your phone system decides which calls go to it: every call after hours, overflow when the queue is long, or both.

How do urgent calls reach our on-call staff?

You define what counts as urgent and the number to call. The agent transfers those calls to that number under the rules you set, and every call is recorded and summarized in your dashboard.

What do callers hear when nobody is available?

You decide during setup. For example, the agent resolves what it can, tells the caller when your team will be back, and tags the call for follow-up so it is at the top of the next shift's list.

Does it speak Spanish?

Yes. The agent handles calls in English and Spanish.

Use cases

More ways contact centers use Telvana.

All use cases

Put AI agents to work in your contact center.

Book a demo. We'll walk through your call types, show you which ones Telvana can take, and let you hear it handle one.

See pricing