Customer call
A customer calls a real business number through the PSTN.
Voice & Messaging
Turn every customer conversation into structured business execution.
Runory connects phone, AI voice, SMS, web, and manual intake to CRM, Sales, and FSM workflows—without duplicate entry or disconnected call records.
Live production integration
Production voice architecture
Real calls flow through Twilio and Retell directly into Runory.
This is not post-call transcription or manual data entry. It is live telephony, real-time AI conversation, and real-time business execution.
Twilio
Provides the phone number, PSTN connectivity, and SIP routing to Retell.
Retell AI
Handles real-time speech, dialogue, interruption, and tool calling.
Runory
Matches the customer, creates work and appointments, and starts follow-up.
From call to work order
The work order is created during the conversation, not entered manually after the call.
01
Identify customer and site
02
Understand issue and urgency
03
Confirm appointment time
04
Read back critical fields
05
Create work order
06
Create appointment
07
Send confirmation
08
Trigger follow-up
Flexible telephony
Twilio in production, without locking the architecture to Twilio.
Runory currently operates with Twilio and Retell AI in production. Standards-based SIP connectivity allows other compatible providers when geography, number ownership, cost, or compliance requires it.
Current production stack
Twilio + Retell AI + Runory
Connection model
SIP Trunking / SIP URI
Alternative providers
Telnyx, Vonage, and other SIP-compatible providers
Enterprise options
Existing numbers, SIP trunks, PBX, or compatible enterprise telephony
Compatibility depends on provider capabilities and deployment configuration.
Business outcomes
One conversation, directly connected to CRM, Sales, and FSM.
Identify customer and intent
Match existing customers, sites, assets, and history to reduce duplicate records.
Capture structured details
Extract service type, problem, urgency, preferred time, and required business fields.
Create business actions
Create leads, customers, work orders, visits, follow-up tasks, or human handoff tasks.
Continue the follow-up
Send confirmations, reminders, and status updates while every interaction returns to the same record.
Commercial-grade controls
Automation can be fast, but business actions must remain accurate, controlled, and traceable.
Confirmation and read-back
Critical addresses, times, prices, and commitments are confirmed before business actions are created.
Idempotency and deduplication
Repeated calls, retries, and provider callbacks do not create duplicate work.
Human handoff
Low-confidence, sensitive, complaint, or out-of-scope conversations transfer to a person.
Audit and visibility
Recordings, transcripts, extracted fields, commands, and outcomes remain linked and traceable.
Commercial-grade intake
Capture identity, intent, service details, urgency, and preferred schedule.
One conversation history
Calls, transcripts, messages, confirmations, and follow-ups stay linked to the customer and work.
Real business outcomes
Create Leads, Customers, Work Orders, Visits, and follow-up tasks through governed commands.
Provider-safe execution
Idempotency, confirmation, human handoff, audit, and operational visibility.
Voice intake pilot
Start with one phone number and one explicit work-order workflow.
Validate answer rate, data completeness, reduced manual entry, work-order accuracy, and follow-up discipline.