01Getting startedThe two kinds of agent
02Set up your agentVoice, number, greeting, prompt
03Email & mobile alertsWhere call alerts go
04Calls & transcriptsListen back and read
05Your dashboardWhat the numbers mean
06Outbound & webhooksCalls Talkify places out
07Forward your numberOne NZ, Spark, iPhone, Android
08Still stuck?Contact the team
The two kinds of agent.
Read this first. Talkify uses the word "agent" for two things, and knowing which is which saves a lot of confusion.
Incoming agents
Your AI receptionists. Each one has its own phone number, voice, greeting and knowledge. When someone rings your business, an incoming agent answers. You manage these under My Agents in your dashboard.
Outbound voices
The shared voices used when Talkify rings your contacts, for reminders and surveys. They are set up once and reused. The caller number an outbound call shows is borrowed from one of your incoming agents.
Set up your agent.
Your AI receptionist, the one that answers calls to your number. Everything below lives under My Agents once you are signed in.
Agent details+
- Name
- A label for the agent, for example "Front desk" or "After hours".
- Profession
- Pick the closest match. It shapes the starter prompt and the AI suggestions.
- Voice
- The voice the agent speaks with, chosen from the voice library.
- Phone Number
- The public number callers ring to reach this agent.
- Greeting
- The first thing the agent says, for example "Good morning, you have reached Acme Plumbing, how can I help?"
Train it: prompt & knowledge+
The agent's instructions are split into editable sections such as Personality, Environment, Tone, Responses, Goal, Guardrails and Tools. Edit each section, switch sections on or off, and reorder them. There are shortcuts to build a sensible starter prompt or to draft one from your company details.
Add knowledge sources too, either a web page (URL) or text you paste in. The agent uses these to answer questions about your business. Keep prompts short and clear: tell the agent what to do first, answer briefly, ask one question at a time.
Services & calendars+
Build the list of services the agent can talk about, and where calendars are connected, book. Tick the calendars this agent may use for availability checks and bookings. After you save a new agent, give it a few moments to go live, then check the Status on the My Agents list (Live, Syncing, Error, or Not deployed).
Email & mobile alerts.
Where call alerts go is set per agent, not globally. Open the agent under My Agents and edit it.
Change the mobile number for SMS+
- Open My Agents and choose the agent.
- In Agent Information, find Mobile Number and enter it in full New Zealand format.
- Save the agent.
This number receives SMS reminders and the "important call" alert. The alert SMS only sends when the number is a valid New Zealand mobile.
Turn alerts on or off+
- Notify me via SMS
- Texts the mobile number above when a call looks important.
- Notify me via Email
- Emails the account holder a summary. On by default.
- Follow up caller with SMS
- Texts the caller after the call, not you.
Calls & transcripts.
Listen back, read the written record, and check recordings under Calls in your dashboard.
Listen and read+
The Calls list shows when each call happened, the caller's number, the agent, the duration and the outcome. Open a call to see the full transcript and summary, plus a player to listen to the recording in place. There is also a button to open the recording in a new tab.
Outbound calls+
Calls Talkify places out have their own list, showing the number called, the status, the captured answers and whether the result was delivered to any connected systems. Open one to see the summary, the answers and the full transcript.
Your dashboard.
The home screen after you sign in, at a glance.
- Calls (30 days)
- How many conversations your agents handled, with a small trend line.
- Time consumed (30 days)
- Billed talk time in minutes, with a trend line.
- Agents live
- How many agents are deployed and in sync, as a count out of the total.
- Remaining allowance
- Minutes left based on your agent caps, or "Unlimited". It turns red when it gets low.
- Call volume chart
- A line chart of the last 30 days, incoming calls in blue and outgoing in green.
- Reports
- Pick a month and agent for a breakdown of calls, minutes and outcomes, with a CSV export.
Outbound & webhooks.
For reminders, confirmations and surveys, Talkify can ring your contacts and report the answers back. This is an advanced feature managed by your administrator.
Outbound triggers (webhooks)+
A trigger is a stable web address an outside system, such as a GoHighLevel workflow, posts to in order to start calls. You build the questions once, give the trigger URL and signing secret to the calling system, and every call through it asks those questions. You can place a test call and run a test simulation before going live. Limits are 25 questions per trigger and 1000 recipients per batch.
Integrations (GoHighLevel)+
Integrations forward completed call results to other systems. For GoHighLevel, create an Inbound Webhook trigger in your workflow and paste its URL into the integration. When a call completes, the result is posted there. Use the test buttons to check the connection and to send a sample so GoHighLevel can capture the field structure.
Forward your number to Talkify.
Already have a number your customers ring? Point it at your Talkify agent so the agent answers. Pick your carrier or phone below.
i
You forward your existing number to your agent's Talkify number, found under My Agents on the agent's Phone Number field. Type it in full (for example 09 123 4567 or +64 9 123 4567), then ring your own number from another phone to check the agent answers. Carriers change these codes from time to time, so if one does not take, check the carrier's own help page.
One NZMobile and home phone
Mobile: type into the keypad, then press call
Forward all calls
**21*number#
Cancel ##21#
When you do not answer
**61*number#
Cancel ##61#
When busy on another call
**67*number#
Cancel ##67#
When off or no signal
**62*number#
Cancel ##62#
Cancel every divert
##002#
Check status, e.g. *#61#
⏱
After X rings: on One NZ mobile the "no answer" divert fires after a fixed timeout, about 20 to 30 seconds (roughly 4 to 6 rings). The number of rings cannot be set in the code. For a faster pickup use "Forward all calls".
Home phone (One NZ copper landline)
- Store the number: dial 181 then a slot 161–169, then the agent's number, then #.
- Turn it on by dialling that slot number (for example 161) and wait for the tone.
- Cancel with 160.
One NZ mobile guide · One NZ home phone guide
SparkMobile and home phone
Mobile: note the *11# on the end
Forward all calls
*21*number*11#
Turn off #21*11#
When you do not answer
*61*number*11#
Turn off #61*11#
When busy on another call
*67*number*11#
Turn off #67*11#
When off or no signal
*62*number*11#
Turn off #62*11#
⏱
After X rings: on Spark mobile you can set the delay. Dial *61*number*11*seconds#, where seconds is 5, 10, 15, 20 or 25 (20 seconds is about 4 rings). This delay option is not available on iPhone.
Home phone (Spark fibre or wireless landline)
Forward all calls
*17# or 1417#, then the number
Off #17# / 1517#
When there is no answer
*16# or 1416#, then the number
Off #16# / 1516#
When busy
*15# or 1415#, then the number
Off #15# / 1515#
When the phone is off
*94# or 1494#, then the number
Off #94# / 1594#
Spark mobile guide · Spark landline guide
iPhoneApple iOS
Forward all calls (built in)
- Open Settings, then Apps → Phone (older iOS: Settings → Phone).
- Tap Call Forwarding, switch it on, tap Forward To and enter your agent's number.
- To stop, return to the same screen and switch it off.
The iPhone Settings screen only forwards all calls. For busy, no answer or off, type your carrier's codes (One NZ or Spark above) into the dialler. Standard codes that usually work elsewhere:
Forward all calls
*21*number#
Cancel ##21#
When you do not answer
*61*number#
Cancel ##61#
When busy
*67*number#
Cancel ##67#
When off or no signal
*62*number#
Cancel ##62#
AndroidSamsung, Pixel, Oppo and more
- Open the Phone app, tap the three dots (or menu), then Settings.
- Tap Calls or Supplementary services, then Call forwarding. (Samsung: Settings → Call forwarding.)
- Choose when: Always, When busy, When unanswered, or When unreachable.
- Enter your agent's number and tap Enable or Turn on.
Menu names vary by brand. Keypad codes also work: *21*number# all, *61*number# no answer, *67*number# busy, *62*number# off. Cancel with ##21#, ##61#, ##67# or ##62#.
Any other phone or system2degrees, office PBX, VoIP, hosted
Forward all calls
*21*number# or **21*number#
Cancel ##21#
When you do not answer
*61*number#
Cancel ##61#
When busy
*67*number#
Cancel ##67#
When off or no signal
*62*number#
Cancel ##62#
On a business phone system look for call forwarding, divert, or find me / follow me and set the destination to your agent's number. If you cannot find it, ask your phone provider to forward unanswered and busy calls for you.
Frequently asked.
Nine of the questions we hear most. If yours isn't here, ring our live demo agent on 03 242 1183 — it'll either answer or queue a callback from a human.
PREFER VOICE? · TALK TO A HUMAN