What is AI Calling & Texting in Shape?
Shape’s AI Calling and AI Texting handle routine customer conversations for your team. AI can answer inbound calls around the clock, follow up with new leads, answer common questions, schedule appointments, and hand the conversation to a person whenever human help is needed.
You stay in control of how and when AI talks to your customers. AI follows your business rules, your knowledge base, your communication style, and Shape’s Time Zone Protect calling hours.
Why it matters:
- Faster speed to lead. New leads hear back in minutes, not hours, even after your office closes.
- No missed calls. AI answers inbound calls 24/7 and routes callers to the right person.
- More time for real conversations. AI handles repetitive follow-up so your team can focus on qualified customers.
- Consistent, respectful outreach. Built-in calling hours and daily attempt limits keep outreach controlled and protect your calling reputation.
The Shape Complete AI Agent
Shape Complete includes a ready-to-use AI calling workflow built on industry best practices. It helps you engage new leads quickly without a custom AI project. The workflow focuses on early-stage leads that haven’t been contacted yet or are still in nurture.
The Shape Complete AI agent can:
- Answer inbound calls 24/7
- Place outbound follow-up calls
- Answer common questions
- Schedule callbacks
- Transfer customers to available users
- Leave strategically timed voicemails
- Categorize call outcomes and generate call summaries
- Log customer sentiment and update AI statuses
- Generate AI Insights for every qualifying call
Five-call follow-up sequence. Outbound calling follows a proven five-call sequence. You can make it more or less aggressive to fit your team.
Automatic callbacks. When a callback is scheduled, AI places the return call at the scheduled time, confirms the customer is still available, and transfers them to the right user or team.
Also included with Shape Complete:
- A complimentary AI user
- An allocation of AI calling credits
- AI call summaries and status updates
- Customer sentiment analysis
- AI Insights call transcription and analysis
What Shape AI can do
Depending on your setup, Shape AI can handle both phone calls and text conversations.
| AI Calling (voice) | AI Texting |
|---|---|
| Answer inbound calls | Start new text conversations |
| Place outbound calls | Reply to incoming texts |
| Transfer callers to live users, including warm transfers | Continue conversations until a user takes over |
| Schedule callbacks and appointments | Reply after business hours |
| Answer frequently asked questions | Reference your knowledge base |
| Route calls and take messages | Respect opt-out preferences |
| Create customer records and update AI statuses | Escalate conversations to human users |
| Operate 24 hours a day (outbound calls follow Time Zone Protect) | Follow Time Zone Protect for outbound texts |
Standard AI vs. custom AI
Most teams start with the Shape Complete workflow. It’s the fastest way to launch, needs minimal setup, and follows a best-practice calling strategy for engaging new leads, answering questions, scheduling callbacks, and transferring qualified customers.
Teams with more advanced needs can work with Shape to build a custom AI agent for their process. Examples include:
- Asking custom qualifying questions before transferring a caller
- Following department-specific conversation workflows
- Checking whether a customer meets set qualification criteria
- Updating CRM fields based on customer answers
- Triggering statuses, tags, or automations from conversation outcomes
- Sending a follow-up text after a completed call
- Booking appointments with custom workflows or third-party tools such as Cal.com
- Supporting multiple departments with their own prompts and knowledge bases
- Responding in multiple languages
- Using different AI voices or personalities for different use cases
- Following custom escalation or transfer rules
- Collecting key details before handing off to a live representative
AI Texting
AI Texting automates SMS conversations while you control when AI responds, what it can share, and when it hands off to your team. Unlike traditional automated texts, Shape AI carries on natural, back-and-forth conversations within the rules and knowledge you set.
You set the boundaries
AI Texting works within limits you define, including:
- Which phone number AI responds from
- When AI starts conversations
- Which knowledge sources AI can reference
- Which business rules and prompts AI follows
Outbound AI texts also follow Time Zone Protect, so AI never starts a text outside the lead’s calling window.
Human takeover
Users can take over any AI text conversation at any time. Once a user takes over, AI stops responding until control is handed back. Customers can always reach a real person when they need one.
10DLC registration is required
AI Texting sends SMS and MMS from your Shape phone numbers, so your organization needs an approved 10DLC registration first. Without it, wireless carriers may block, filter, or delay your texts, including AI conversations.
AI Texting best practices
- ✓Use AI to answer common questions and engage new leads.
- ✓Keep your knowledge base current so AI gives accurate answers.
- ✓Define clear handoff points for conversations that need a person.
- ✓Review AI conversations regularly to refine prompts and response quality.
- ✓Confirm your 10DLC registration is active and approved before launching AI texting campaigns.
AI calling and texting hours: Time Zone Protect
Every outbound AI call and text follows Time Zone Protect, Shape’s built-in calling-hours feature. AI only reaches out during the lead’s configured calling window, in the lead’s local time.
Time Zone Protect is always on for AI. It can’t be turned off, and AI agents can’t override it. Users can confirm a warning and call or text anyway, but AI agents always wait for the window to open.
What calling hours does AI use?
- Default window: 8:00 AM to 9:00 PM, every day, in the lead’s local time.
- State-specific windows: Some states have their own configured hours, weekend limits, or holiday restrictions. For example, Texas starts at 12 PM on Sundays, and Pennsylvania has no Sunday calling. See the Time Zone Protect guide for the full state-by-state table.
- Holidays and daylight saving time: Shape applies configured state holiday restrictions and adjusts for daylight saving time automatically.
How does Shape know the lead’s time zone?
Shape checks the lead’s address first and uses the phone number’s area code only as a last resort. That way, a lead who moved from Florida to Nevada is called on Nevada time.
| Priority | Checks first | If missing or invalid |
|---|---|---|
| 1 | Present ZIP Code | Present State |
| 2 | Mailing ZIP Code | Mailing State |
| 3 | Property ZIP Code | Property State |
| 4 | Phone number area code | Last resort only |
When Shape can’t confirm the exact time zone or location, it uses the most restrictive window that applies.
What happens when a lead is outside the window?
The AI call or text waits. It stays queued and goes out once the lead’s calling window opens. Nothing is lost, and you don’t need to restart the campaign.
Inbound calls aren’t restricted
Calling hours apply to outbound AI calls and texts only. AI can answer inbound calls and reply to customers at any time, based on your inbound call routing.
Daily attempt limit
Shape AI makes up to three outbound call attempts to the same record per day. If the customer isn’t reached, AI waits until the next eligible calling period, based on your workflow. This built-in safeguard can’t be increased. It prevents runaway calling and protects both the customer experience and your calling reputation.
The AI Call Queue
The AI Call Queue shows every pending outbound AI call. Each AI agent places one outbound call at a time, then moves to the next call in its queue. With multiple AI agents, several calls can happen at once, each agent working its own queue. This pacing is intentional and keeps outbound calling predictable and compliant.
Launching AI campaigns, appointments, and AI notes
How AI calling campaigns start
AI outbound calling campaigns typically run through Drip Campaigns, configured by the Shape team during implementation. Records enter the AI workflow based on a trigger you define, most often a status change. You can start an AI campaign by:
- Updating a record’s status manually
- Using Bulk Actions to update several records at once
- Letting an automation or trigger update the status for you
Once a record enters the workflow, AI calls and texts are still timed by Time Zone Protect.
Appointments
When an AI agent books a meeting, Shape automatically creates a calendar event using the Appointment event type. If your team already uses that event type for something else, switch to a different type to avoid unintended AI follow-up.
By default, AI agents also call customers about scheduled appointments as part of the workflow. To turn this off, contact Shape Support or your Account Manager.
AI Notes
After each AI conversation, Shape adds an AI Note to the record’s activity timeline. AI Notes typically include:
- A conversation summary
- Customer sentiment
- Key discussion points
- Detected opt-out requests or communication preferences
- Other AI-generated insights, when available
AI knowledge and call routing
What AI knows
AI answers come from knowledge sources you configure, such as:
- Your company website
- Internal knowledge bases
- Frequently asked questions
- Custom documentation and PDFs
- Conditional prompts
- Industry best practices
This keeps AI answers specific to your products, services, and processes.
Intelligent call routing
AI uses your existing Inbound Call Routing rules, so it can transfer callers any way Shape supports:
- Individual users or specific phone numbers
- Departments and teams
- Round Robin and ring groups
- Warm transfers
- Callback scheduling
AI becomes an extension of your phone workflows rather than a replacement.
Managing an AI agent’s phone number
An AI agent’s phone number is tied to the agent that owns it, so its inbound routing is managed from the AI Agent profile, not the standard Inbound Call Routing page. That’s why the Set Up Rule option isn’t available for AI numbers in Manage Phone Settings. Your standard Shape numbers still use Inbound Call Routing as usual.
Reporting and analytics
Shape tracks every AI interaction automatically, giving you full visibility into AI performance and customer engagement. You can report on:
- Total AI calls and talk time
- AI call outcomes and AI statuses
- Customer sentiment
- Call summaries
- AI Insights analysis
- Call recordings and transcripts
What AI won’t do
AI is built to assist customers, not to replace licensed professionals or make business decisions. Depending on your industry and setup, AI will not:
- Quote products or pricing without approval
- Bind insurance policies
- Guarantee loan approvals
- Provide legal advice
- Make decisions that require a licensed professional
- Call or text outside a lead’s Time Zone Protect calling window
When a conversation needs human expertise, AI transfers the customer or schedules a callback with the right team member.
Best practices
- ✓Start with Shape Complete. Launch the standard workflow before considering custom development.
- ✓Keep your knowledge base current. Accurate sources mean accurate AI answers.
- ✓Keep lead addresses up to date. Time Zone Protect uses ZIP code and state first, so complete addresses make AI timing more precise.
- ✓Review AI Insights regularly. Use them to spot coaching opportunities and refine prompts.
- ✓Let AI qualify, educate, and route. Save your team for the more complex conversations.
- ✓Set up clear transfer rules. Customers should reach a live person quickly when they need one.
Frequently asked questions
Can AI make outbound calls?+
Yes. AI can reach out to customers through automated outbound calling campaigns, within each lead’s Time Zone Protect calling window.
Can AI answer inbound calls?+
Yes. AI answers inbound calls 24 hours a day, answers common questions, schedules callbacks, and transfers callers to your team.
Can AI send text messages?+
Yes. AI can start text conversations, reply to incoming messages, and keep helping customers until a user takes over. Outbound AI texts follow Time Zone Protect.
Can a user take over an AI conversation?+
Yes. Both AI calls and AI text conversations support seamless human takeover.
Can AI schedule appointments?+
Yes. AI books appointments on Shape’s calendar. With the optional Cal.com integration, it can also book based on real-time user availability. Cal.com scheduling is an advanced add-on that requires additional implementation.
Can AI transfer callers?+
Yes. AI supports live transfers, warm transfers, callback scheduling, and routing through your Inbound Call Routing rules.
Can AI be customized?+
Yes. Custom AI agents can be built for specific departments, industries, languages, workflows, and goals. Custom work is scoped separately from Shape Complete.
Does AI work after business hours?+
Yes, for inbound conversations. AI answers calls and replies to texts around the clock. Outbound AI calls and texts wait for the lead’s calling window.
Are there calling hour restrictions for AI outbound calls?+
Yes. AI outbound calls and texts always follow Time Zone Protect. The default window is 8:00 AM to 9:00 PM in the lead’s local time, and some states have their own configured hours and holiday restrictions. Inbound AI calls aren’t restricted.
Can I turn off Time Zone Protect for AI, or let AI override it?+
No. Time Zone Protect is always on for AI calls and texts. Unlike users, AI agents can’t confirm a warning and proceed.
How does AI know what time it is for the lead?+
Shape checks the lead’s Present, Mailing, and Property address (ZIP code first, then state) before falling back to the phone number’s area code.
What happens if an AI call is due outside the lead’s calling window?+
It waits in the queue and goes out once the window opens.
How many outbound calls can AI make to the same record in a day?+
Up to three. After that, AI waits for the next eligible calling period. This built-in limit can’t be increased.
Why can’t I set up an Inbound Call Route for my AI agent’s phone number?+
AI phone numbers are managed from the AI Agent profile, where the agent’s conversation logic, knowledge, transfer rules, and workflow live. To change how an AI agent answers or routes calls, update its inbound settings there. Standard Shape numbers still use Inbound Call Routing.
What is the AI Call Queue?+
It shows all pending outbound AI calls. Each AI agent places one call at a time and then moves to the next. Multiple AI agents can call at the same time, each from its own queue.
Where can I find AI conversation notes?+
In the record’s activity timeline. Look for the AI Note activity type.
How do I start an AI calling campaign?+
AI campaigns usually run through Drip Campaigns set up by the Shape team. Records enter when they hit your trigger, typically a status change made manually, through Bulk Actions, or by automation.
Will AI create appointments automatically?+
Yes. Booked meetings become calendar events with the Appointment event type. If you use that type for something else, switch to a different one to avoid unintended AI follow-up.
Will AI automatically call scheduled appointments?+
By default, yes. To turn this off, contact Shape Support or your Account Manager.
Need help?
Our support team can help with anything this guide doesn’t cover, from launching Shape Complete to scoping a custom AI agent.
Email: help@setshape.com · Support: (888) 718-6344 · Website: setshape.com/support
Related guides: Time Zone Protect · AI Insights · ShapeAI Call Transcription & Analytics · Drip Campaigns · 10DLC Phone Number Registration
Calling windows and AI behavior described here are Shape platform configurations. They are not legal guidance or a guarantee of regulatory compliance.