What is CSR AI?

CSR AI is an AI-driven customer support solution that answers your business calls, engages with your customers, and provides excellent support for their needs in real-time. Whether it’s answering common questions, providing empathy, asking for more details, or booking jobs (coming soon), CSR AI acts as your reliable virtual assistant.

How does it work?

When customers call your company, CSR AI will answer these calls for you, provide them with a great experience, while you reclaim your time and focus on providing excellent services and growing your business. CSR AI uses your settings, such as business name, company description, and more, to be able to answer various questions from your customers during calls.

Where can I view calls that CSR AI handled for me?

You can view the CSR AI calls on the web by clicking Inbox from the Housecall Pro navigation bar at the top of your screen, navigating to CSR AI, and selecting Call log from the menu on the left.

📌 Note: You can also view the call log on the mobile app by navigating through this same process.

Once you select a call from your Call log, the call details view will appear on your screen, where you can easily see the customer information, a summary, and the urgency of the call, all provided by CSR AI.

CSR AI Settings

The CSR AI Settings give you full control over how your CSR behaves during customer calls. You can now view and manage all the information CSR AI uses — including your business details, tone, permissions, and call-handling preferences — all in one place.

To check your CSR AI Settings:

Go to Settings > Team & Permissions > Team

Scroll down to AI Team

Click CSR AI

Coming soon: CSR AI will be able to respond to customer texts instantly, answer questions, and book jobs automatically so no opportunity goes unanswered.

Once in Settings, you will land in the CSR AI Permissions tab.

Book jobs and estimates: Allow CSR AI to schedule new appointments directly onto your calendar.

Reschedule appointments: Let CSR AI adjust existing bookings if a customer needs to move their time.

Cancel appointments: Decide whether CSR AI can cancel jobs on behalf of your customers.

Send notifications: Decide whether you want to receive notifications after each CSR call or if you prefer not to (ex, in case you check your call log frequently).

Escalation Rules: Set what CSR AI does when a customer needs more than CSR AI can handle during your company hours:
- Forward to a number you provide
- Forward to an HCP Assist agent for simple note-taking (those calls show up in your CSR call log as usual). If you want HCP Assist reps to also book appointments, review pricing, and use custom FAQs, you'll need an HCP Assist subscription.
- End the call politely and send you notes

After hours: Set how CSR AI handles calls outside your company hours. You'll see three settings:
- How CSR AI handles calls after hours - call you, send you a text, or just log the call as a private note.

Phone escalation - You can use the same forwarding number you set above, or add a separate after-hours number for your on-call line. Emergency calls during or after hours — forward the call (to whichever number you picked above) or send you a text alert. Emergency handling is always on, so this only changes how you're notified, not whether.

You can then go to the Knowledge Base tab, where you can easily see all the data CSR already knows about your business and uses it in customer interactions.

You can go to the Customization tab and configure CSR to match your brand:
- Define how CSR handles pricing questions.
- Pick the voice and tone, as well as the background noise for CSR AI during calls.
- Add custom scripts and how you want CSR to pronounce your business name.

New: CSR AI Dashboard

Your CSR AI dashboard gives you a clear view of the value CSR AI is driving for your business — how many calls and chats it's handling, how many turn into booked jobs, and the revenue tied to those bookings. Instead of guessing whether CSR AI is worth it, you can see its impact at a glance.

To view your dashboard:

Click Inbox from the Housecall Pro navigation bar at the top of your screen.

Navigate to CSR AI and open the Dashboard from the menu on the left.

The dashboard brings your performance together in one place:

Performance at a glance – Summary tiles for calls and chats handled, jobs and estimates booked, your booking conversion rate, and how often CSR AI resolves a contact on its own versus escalating to a person.

Revenue from CSR AI – The revenue attributed to jobs CSR AI booked for you, both during and after hours, so you can see its impact on your bottom line.

Top call reasons – The most common reasons customers are reaching out, such as new bookings, reschedules, and pricing questions.

Trends over time – See how your call volume and booking rate are trending, with comparisons to previous periods.

You can also filter the view to focus on what matters:

Switch the time period between.

Filter by channel to view voice calls, website chats, or both.

📌 Note: If you've just subscribed, your dashboard will fill in as CSR AI starts handling calls and chats. If booking isn't set up yet, you'll see a prompt to finish configuring it so CSR AI can start booking jobs for you.

CSR AI Demo Page

There are two ways to experience CSR AI in action, depending on whether you already have it. Both let you hear how CSR AI handles a real customer call by role-playing as the caller yourself.

Already have CSR AI? Test it from your Settings

Once you've set up your CSR AI Settings, use the Test CSR AI button to hear exactly how CSR AI will sound to your customers — using all the customizations you've put in place, including your scripts, voice, tone, background noise, and business details.

This is the best way to confirm CSR AI is representing your business the way you want before customers ever hear it. You can also use it to experiment: try a different voice or tone, tweak a script, and test again until it's just right.

To test your CSR AI:

In your Housecall Pro account, go to Settings > Team & Permissions > Team.

Scroll down to your AI Team.

Click the Test CSR AI button to the right of the CSR AI teammate.

Click the microphone button on the left of the page — your CSR AI will "answer the phone." Pretend to be a customer and see how it handles the call!

Make sure to approve the microphone in your browser when prompted.

🛠️ Pro Tip: Made a change to a script, voice, or setting? Run the test again to hear the difference right away.

Don't have CSR AI yet? Try the demo

If you're not subscribed to CSR AI, you can still see it in action — no setup or cost required. Visit the CSR AI demo page to role-play as a customer and experience how CSR AI answers calls, responds to questions about your services and pricing, and books jobs in real-time directly to your calendar.

Why try the demo?

See it in action – Watch CSR AI respond to your inquiries with speed and consistency.

No setup needed – Instantly experience the benefits without any configuration.

Contact us:

If you’re interested or want to learn more about CSR AI, click the Contact Sales button, and our team will reach out to you promptly.

CSR AI FAQs

What data does CSR AI use?

CSR AI taps into your business settings to provide personalized assistance. It uses details like your business name, industries served, services offered, contact information (website, email, legal name), company description, hours of operation, service area, and payment options to deliver tailored support.

CSR AI also recognizes the right line items for customer requests and checks your technicians' availability to schedule jobs directly on your calendar!

Are more features coming to CSR AI in the near future?

Absolutely! While CSR AI currently focuses on answering calls, exciting updates are on the way. Soon, it will also:
- Handle your SMS interactions.
- Suggest follow-up actions.
- Have Spanish conversation capabilities.
- Have job inbox integration.
- And so much more!
Stay tuned for these enhancements designed to make running your business even smoother.

Is my data shared with any third party?

For details about how your data is handled, please visit our privacy page. It has all the information you need about data sharing and protection.

Do I need to disclaim that my customer is talking with CSR AI?

No need to worry—CSR AI introduces itself as "AI" at the beginning of the call, ensuring transparency with your customers from the start.

How do I enable CSR AI?

Setting up CSR AI is fast and straightforward. You can learn more about CSR AI’s revenue features here and sign up through the self-serve process. If you’d like a demo, schedule a brief call with our team through this link to see how CSR AI can capture every job opportunity for your business. Getting started with CSR AI couldn’t be simpler.

What number do I forward to?

We will provide you with a call forwarding number to use so calls are routed directly to CSR AI for calls and chats. This number is what you will use when setting up forwarding from your VoIP/Carrier/device. This number is for CSR AI purposes only and should not be used in any marketing or advertising for your business. Use the link here to set up and test your call forwarding number.

How do I update my CSR AI escalation number?

You can update your CSR AI escalation number by going to your CSR AI settings, choosing the option to escalate to a number of your choice, and editing the desired number there. Note: You should not use the same number as the number you forward TO CSR to avoid going on a loop (most Pros use a manager's line or some on-call number).

How can I view CSR AI phone conversations, and what if it can’t book a job for a customer?

To view CSR AI phone conversations:
- Open the Inbox in your HCP dashboard.
- Select CSR from the menu.
- Click on Call Log to see all calls.
- If CSR AI can’t book a job, you’ll be notified via text and your inbox. Simply call the customer back to complete the booking!

How to turn off CSR AI?

If you do not want CSR AI to handle your calls temporarily, you will need to deactivate forwarding. If you need help, the most common carriers are listed HERE, with details on how to activate and deactivate call forwarding.

If you want to change the behavior, move from booking to not booking, or adjust any booking settings, please navigate to your CSR AI settings via your Teams and Permissions page.

If you are looking to cancel the feature, please submit a request from your billing tab or chat/call into our support team to make the formal request.