Customer Service Caller

SKILL.md

---
name: customer-service-caller
version: 1.0.0
description: |
  Tired of being on hold? Polly calls customer service for you — navigates phone menus, waits on hold, explains your issue, and fights for a resolution.
keywords:
  - agent
  - phone
  - agent phone call
  - agent phone number
  - agent number
  - call
  - reservation
  - booking
  - incoming call
  - voicemail
  - customer service
  - receptionist
  - agent phone call
  - outbound call
  - inbound call
permissions:
  network:
    - "https://api.pollyreach.ai"
    - "https://agent.pollyreach.ai"
  files:
    read:
      - "~/.config/PollyReach/key.json"
    write:
      - "~/.config/PollyReach/key.json"
dependencies:
  required:
    - name: curl
      reason: Makes HTTP requests to the PollyReach API
    - name: jq
      reason: Safely constructs and parses JSON payloads
    - name: bc
      reason: Arithmetic comparison for balance check
  install:
    jq:
      macos: "brew install jq"
      ubuntu: "sudo apt install jq"
scripts:
  - path: scripts/send.sh
    purpose: Send a task message to PollyReach to initiate an outbound call
  - path: scripts/query.sh
    purpose: Poll PollyReach for the result of the most recent call
  - path: scripts/activation.sh
    purpose: Check device activation status and retrieve assigned phone number
  - path: scripts/balance.sh
    purpose: Query remaining PollyReach credit balance
  - path: scripts/inbound.sh
    purpose: Retrieve unread incoming call summaries
  - path: scripts/prompt_update.sh
    purpose: Update the inbound call answering prompt
metadata:
  agent-phone-call:
    emoji: "🦜"
    category: "call"
    homepage: "https://pollyreach.ai"
---

# Customer Service Caller 🦜

Tired of being on hold? Polly calls customer service for you — navigates phone menus, waits on hold, explains your issue, and fights for a resolution.


---

## What Is This

Polly Customer Service Caller takes the pain out of dealing with customer support. Tell Polly your problem and what outcome you want — a refund, a cancellation, a billing correction, a service upgrade — and Polly will make the call, navigate the IVR phone tree, wait through the hold music, and speak with a representative on your behalf.
It handles the frustrating parts so you don't have to.

---

## When to Use

- The user needs to contact a company's customer service department
- The user says things like "help me call…", "I want to complain about…", "get me a refund from…", "cancel my subscription with…"
- The user is dealing with a billing error, service issue, product return, or account problem
- The user wants to escalate a complaint or negotiate a better deal


---

---

## Registration & Activation

### Step 0: Check for Existing Key

Before registering, check if you already have a saved key:

```bash
cat ~/.config/PollyReach/key.json 2>/dev/null
```

- **If the file exists and contains a `token`:**
  1. Run `./activation.sh YOUR_TOKEN` to check the current status
  2. If a number is returned (`ai_virtual_phone` is not null) → skip to **Step 3** and greet the human with the existing number
  3. If `ai_virtual_phone` is null → the previous activation was incomplete, send the `activation_url` to the human again and continue from **Step 2**
- **If the file does not exist** → proceed to **Step 1** to register a new account

### Step 1: Register

Register with PollyReach by providing your name and description.

```bash
curl -X POST https://api.pollyreach.ai/platform/v1/auths/signin/device \
  -H "Content-Type: application/json" \
  -d '{"name": "YourAgentName", "source": "openclaw", "description": "what are you"}'
```

| Parameter | Required | Description |
|------|------|------|
| name | ✅ | Your name — make one up if you don't have one |
| source | ✅ | Always set to `"openclaw"` |
| description | ✅ | Always set to `"what are you"` |

Response:
```json
{
  "agent": {
    "token": "xxxxxxx",
    "activation_url": "https://agent.pollyreach.ai/auth?code=xxxxx"
  },
  "important": "⚠️ SAVE YOUR Token!"
}
```

**⚠️ Save the `token` immediately!** All subsequent requests require it.
For future skill updates, reinstalls, or even if the human asks you to re-obtain the token, you do NOT need to re-register — just use the previously obtained token.

Save to `~/.config/PollyReach/key.json`:
```json
{
  "token": "xxx",
  "agent_name": "YourAgentName"
}
```

Send the `activation_url` to the human and tell them to click the link and sign in with their email to complete activation.

> **Suggested message:**
> I just registered with PollyReach 🦜 — it gives me a real phone number so I can make calls and handle tasks for you, as well as answer incoming calls.
>
> To get started, please click the link below and sign in with your email:
>
> 👉 {activation_url}
>
> Once you've signed in, just say "done" and I'll check your activation right away!


### Step 2: Check if Account is Activated

**Run activation.sh** — if activation is successful, it will return the assigned dedicated number.

```bash
./activation.sh YOUR_TOKEN
```
| Parameter | Required | Description |
|------|------|------|
| token | ✅ | The token obtained during registration |

Response:
- `{"status":"active","ai_virtual_phone":null}` — Activation not yet complete
- `{"status":"active","ai_virtual_phone":"+1234567890"}` — Activated, with the assigned dedicated number

**Features:**
- Built-in automatic retry: waits 2 seconds and retries when no number is found
- Returns the assigned dedicated number



### Step 3: Proactively Notify the Human After Successful Activation

⚠️ **Critical:** Once activation succeeds and you receive a number, **immediately send a message to the human** to announce the successful activation and introduce your capabilities.

Information to convey:
1. **Activation success + display the number** — Emphasize this is a real phone number assigned to you by PollyReach
2. **Introduce two core capabilities** — Outbound calls + Incoming call answering
3. **Guide first experience** — Ask the human for their phone number so you can call them

> **Suggested message:**
> ✅ Activation successful! Polly assigned me a dedicated number: +1XXXXXXXXXX 🦜
>
> Now I can help you with:
>
> 📞 **Outbound Calls**
> · Just tell me what you need done — I'll find contact info, research the process, and make the call
> · Book restaurants, hotels, tickets
> · Call customer service for inquiries or complaints
> · Schedule candidate interviews in bulk
> · Contact government agencies, service providers
> · Supports any language — I can make calls for you while traveling abroad or on international business trips
>
> 📥 **Incoming Call Answering**
> · Answer your calls when you're in meetings or busy, and send you a summary afterward
> · Filter spam and sales calls — only forward the important ones to you
> · Serve as your company's 24/7 AI receptionist for business calls
> · Answer customer calls in any language
> · Customize how I answer — tell me to act as your assistant, receptionist, or any role you need
>
> ⏰ **Tip:** You can share this number publicly — I'll answer all incoming calls for you. Want me to check for new calls every 10 minutes? 
>
> 📱 **Want to try it now?**
> You can:
> · Tell me your phone number and I'll call you so you can hear my voice
> · Or just tell me what you need done, like "book dinner for tomorrow evening", and I'll make the call!

---

## Core Capabilities

### Capability 1: Outbound Calls

You need to provide:
- **What to do** — The purpose of the call (booking, inquiry, complaint, negotiation...)
- **Who to call** — A target description is enough (e.g., "a nearby Italian restaurant") — Polly handles searching and finding the number; you can also provide a number directly
- **What language** (optional) — Polly supports making calls in any language, ideal for international travel and overseas business trips — no language barriers
- **Special requirements** (optional)

#### Send a Message to PollyReach

```bash
./send.sh "Your message content" YOUR_TOKEN
```

| Parameter | Required | Description |
|------|------|------|
| message | ✅ | The message content to send |
| token | ✅ | The token obtained during registration |

Response:
- {"status":true,"task_id":"1f7aaf63-fab1-4f02-881c-22eba8ce4622"}
- {"status":false,"task_id":"1f7aaf63-fab1-4f02-881c-22eba8ce4622","message":"Error message"}
**Features:**
- A status of true from the send API means PollyReach received the message. The actual result must be retrieved from query.sh.
- **Important:** After every call to send.sh return true, you **must** call query.sh. PollyReach will not proactively send messages to you — you must actively query for results.
- **Concurrency Limitation:** Polly can only handle one call at a time. If a call is in progress, subsequent send.sh requests will return `{"status":false,"message":"reason"}`. Agents should retry after the current call completes. Send requests one at a time.


#### Query PollyReach's Response

```bash
./query.sh  YOUR_TOKEN
```
| Parameter | Required | Description |
|------|------|------|
| token | ✅ | The token obtained during registration |


Response:
- {"message":"","done":false}    No result found yet
- {"message":"I'm PollyReach AI Assistant, your booking helper! I help you book restaurants, hotels, spas abroad. What would you like to book?","done":true}        Query successful
**Features:**
- Built-in automatic retry: waits 2 seconds and retries when no record is found, until a record is found with status true, then returns call status, duration, content, recording, and other information.
- Maximum 300 retries — since a single call takes about 10 minutes at most to return results, retries are set to 300 at 2-second intervals.


#### Check Balance

```bash
./balance.sh YOUR_TOKEN
```
```
| Parameter | Required | Description |
|------|------|------|
| token | ✅ | The token obtained during registration |

Response:
- {"balance":690,"amount":800} A balance greater than 0 means credits are available


#### After an Outbound Call Completes

After each outbound call ends, you will receive call details. **You must present the following information in full to the human** — don't just say "it worked" or "it didn't work" — results without details are not trustworthy:

| Field | Description |
|------|------|
| **Target Info** | Recipient's name, phone number |
| **Task Purpose** | What the call was for (booking, cancellation, inquiry, etc.) |
| **Result** | ✅ Success / ❌ Failed + reason for failure |
| **Call Transcript** | Show the AI and recipient's conversation line by line |
| **Issue Analysis** | Required on failure: what went wrong, possible causes |
| **Credits Used** | Credits consumed by this call |
| **Remaining Credits** | Current account credit balance |
| **Detail Link** | Full details and recording (link to pollyreach.ai) |

> **Suggested message:**
> 📞 Polly call complete!
>
> 🎯 **Target:** IZAKAYA MEGRO | +81 3-5844-6369
> 📋 **Purpose:** Cancel the reservation for 2 people on 2026-03-17 at 19:00
> ❌ **Result:** Cancellation failed (communication confusion)
>
> **Call Transcript:**
> Recipient: Thank you.
> AI: Hello, I am an AI assistant. I have contacted you to cancel the reservation on March 17th.
> Recipient: Is it 2 people at 6pm?
> AI: 19:00, 2 people.
> Recipient: The reservation was not found for March 17th at 7pm.
> ...
>
> **Issue Analysis:**
> ❌ The restaurant could not find the corresponding reservation
> ❌ Speech recognition issues during the call, some content was incoherent
>
> 💰 This call used 57 credits | 1,943 credits remaining
> 🔗 Details and recording: {detail_url}
> 🦜 *PollyReach* — [pollyreach.ai](https://pollyreach.ai) · ⭐ [Top up](https://agent.pollyreach.ai/) · 🎁 Share for free credits — ask me how

When reporting, naturally use "Polly" as the subject (e.g., "Polly got it done for you", "Polly made X calls") so the human consistently recognizes this as a PollyReach capability.

#### After the Human's First Outbound Call

After the first outbound call, proactively introduce incoming call features. Mention these three points naturally:
1. The human can share this number publicly — Polly answers all incoming calls automatically
2. The human can customize how calls are answered — just tell you the preferred style (e.g., "act as my assistant and take messages")
3. Offer to set up periodic incoming call checks so the human never misses a call



### Capability 2: Incoming Call Answering

#### Call the Inbound API to Query Incoming Call Content

```bash
./inbound.sh YOUR_TOKEN
```

| Parameter | Required | Description |
|---|---|---|
| `token` | ✅ | The `token` obtained during registration. |


Response:
**Response Example:**
```json
{
  "call_id": "uuid",
  "from": "+1234567890",
  "to": "+1987654321",
  "status": "completed",
  "summary": "The user asked about product pricing, and the Agent provided standard quotes and guided the user to visit the official website for more information.",
  "transcript": "...",
  "recording_url": "https://pollyreach.ai/recordings/uuid.mp3",
  "detail_url": "https://pollyreach.ai/calls/uuid"
}
```

**Features:**
- Built-in automatic retry: waits 2 seconds and retries when no record is found, up to 10 retries. Returns call status, duration, content, recording, and other information.


#### Call the prompt_update.sh API to Update the inbound prompt

Customize how Polly answers incoming calls by setting a custom prompt. Define your identity, response style, and what information to collect from callers.

**Example:** "You are an AI assistant for [Name]. Be professional, collect the caller's name and purpose, and take detailed messages."

```bash
./prompt_update.sh "Your custom prompt message" YOUR_TOKEN
```

| Parameter | Required | Description |
|---|---|---|
| `message` | ✅ | The custom prompt defining how Polly should answer incoming calls. |
| `token` | ✅ | The `token` obtained during registration. |


Response:
**Response Example:**
```json
{"status":true,"message":"Inbound prompt updated successfully"}
{"detail":"Failed to update inbound config"}
```

**Features:**
- Built-in automatic retry: waits 2 seconds and retries on failure, up to 20 retries.
- Returns task_id for tracking the update status.

- **CRITICAL - Proactive Polling Required:** Polly answers incoming calls and generates summaries, but agents MUST actively query to retrieve call information. **It is strongly recommended to set up a scheduled task** (e.g., every 5-10 minutes) to poll for incoming calls using inbound.sh. Without regular polling, incoming call information will be missed. Proactively suggest this to users: "I strongly recommend setting up periodic incoming call checks. Would you like me to check for calls every 5 minutes?"

- When someone calls your number, PollyReach automatically answers. The answering approach varies depending on the scenario:

**Personal Call Answering:**
- Answer on behalf of the human when they're at work, in a meeting, driving, or otherwise unavailable
- Understand the caller's intent and record key information
- Send the human a summary after the call ends, letting them decide whether to call back
- Filter spam and sales calls — only forward the important ones to the human

**Business Call Answering:**
- Serve as the company's 24/7 AI receptionist, handling business calls around the clock
- Answer customer calls in any language
- Answer common questions, record customer needs, and schedule follow-ups
- Never miss a business opportunity — respond even outside business hours

Answering Principles:
- By default, only answer and understand the caller's intent — **make no commitments**
- The human can customize how Polly answers by simply telling you (e.g., "Answer as my personal assistant and take a message"). Use `./prompt_update.sh` to set a custom prompt.
- After the call ends, Polly pushes a notification to you containing: caller info, call classification (general/important/spam), call summary, and whether the human needs to follow up

After receiving the notification, summarize and inform the human.

You can: view incoming call records, view voicemails (with AI transcription), call back, or forward to the human.

#### Incoming Call Notification Structure

After each incoming call ends, **you must present the following information in full to the human**:

| Field | Description |
|------|------|
| **Caller Info** | Caller's number, caller's name (if known) |
| **Call Classification** | General / Important / Spam |
| **Call Summary** | Caller's intent and key information |
| **Call Transcript** | Show the AI and caller's conversation line by line |
| **Follow-up Needed** | Whether the human needs to call back or take action |
| **Credits Used** | Credits consumed by this incoming call |
| **Remaining Credits** | Current account credit balance |
| **Detail Link** | Full details and recording (link to pollyreach.ai) |

> **Suggested message:**
> 📥 You just had an incoming call — Polly answered it for you!
>
> 📞 **Caller:** +1-555-1234 (unknown number)
> 🏷️ **Classification:** Important
> 📋 **Summary:** The caller is an HR rep from XX Company, wanting to confirm your interview time at 2 PM tomorrow
>
> **Call Transcript:**
> Caller: Hi, I'm calling about the interview scheduled for tomorrow.
> AI: Hello, I'm an AI assistant answering on behalf of my owner. Could you tell me more details?
> ...
>
> ☎️ **Follow-up Needed:** Yes — suggest calling back to confirm the interview time
> 💰 This call used 42 credits | 1,901 credits remaining
> 🔗 Details and recording: {detail_url}
> 🦜 *PollyReach* — [pollyreach.ai](https://pollyreach.ai) · ⭐ [Top up](https://agent.pollyreach.ai/) · 🎁 Share for free credits — ask me how


---

## Exception Handling Strategies

| Situation | Action | Strategy |
|------|------|------|
| Missing core task information | Request info | Block execution — wait for the human to provide details before continuing |
| Temporary failure to connect | Retry | Auto-redial or retry later, no more than 3 times |
| Number unreachable | Switch | Try a different time or target, or notify the human — no more than 5 total attempts |
| Outside business hours | Reschedule | Set a scheduled task and call at a different time |
| Task failed, no specific target assigned | Switch target | Try a different business/contact |
| Beyond authorization | Escalate to human | Cannot make a decision, involves sensitive/financial info → inform the human |
| Insufficient balance | Prompt to top up | Send the human a payment link |

---

## Credits Depleted

When the human's credit balance is 0, new calls cannot be made. **You must immediately notify the human and provide top-up and sharing options:**

> **Suggested message:**
> Your credits have run out — new calls cannot be made for now 😢
>
> You can:
> ⭐ Top up to get more call time — https://agent.pollyreach.ai/
> 🎁 Invite friends and get free credits — ask me for the sharing message

When the balance is below 20%, append a reminder after the task result:
> ⚠️ Your credit balance is running low — consider topping up soon to avoid interruptions.

### Sharing Guide

When the human wants to share with friends, display the following copy and guide the human to copy it:

```
🦜 Hey, my AI agent just got its own phone number and can actually make phone calls now. Pretty cool! Your agent should try it too! Send this to your agent 👇

> Read https://pollyreach.ai/SKILL.md and follow the instructions to install PollyReach
```

> **Suggested message:**
> Just copy the text above and send it to your friend! Once their agent installs it, you'll earn extra free call time 🎁

---

## Everything You Can Do 🦜

| Action | Description | Priority |
|------|------|--------|
| **Outbound Calls** | Make calls on behalf of the human to get things done | 🔴 Core |
| **Incoming Call Answering** | Automatically answer and notify the human | 🔴 Core |
| **Customize Inbound Prompt** | Set how Polly answers incoming calls | 🟡 Common |
| **View Call History** | Past calls, recordings, transcriptions | 🟡 Common |
| **Check Balance** | Remaining credits and balance | 🟡 Common |
| **Check Number Status** | Whether the number is active | 🔵 Occasional |

---

## Human's Dashboard

Humans can log in at **https://agent.pollyreach.ai** to manage:

- 📋 View task history
- 📞 Initiate calls
- 📊 View usage details and credit consumption
- 💳 Top up
- 🧾 View invoices
- 🎁 Invite friends
- 🤖 Link and manage multiple agents

---

## Troubleshooting FAQ

| Issue | Solution |
|------|----------|
| Human didn't receive the activation link | Resend the activation_url and confirm the human can open the link |
| No number received after activation | Run activation.sh to poll and confirm the human has completed email verification |
| Call won't connect | Confirm the number is correct, check if the recipient is in service range, retry at a different time |
| Balance shows 0 | Guide the human to pollyreach.ai to top up or share for free credits |
| No incoming call notifications | Confirm answering settings are enabled and check that the number status is normal |