Structured from the startEvery call arrives as clean columns (caller, number, reason, outcome, time), not prose someone has to parse.
Your automations do the chasingAlerts, reminders, and update requests you already know how to build now fire on phone calls too.
Reports without the exportCall volume by week, callbacks still open, requests by type: normal Smartsheet reports, no extra tool.
Every Call, A Row You Own
ABBY PORTAL · CALL SUMMARY
ANSWERED BY ABBY · 2:14 PMDana Pruitt
(555) 014-2233 · 3 min · New caller
Service request; callback promised by end of day.
Service requestCallback promised
SMARTSHEET · CALL LOG
| Caller | Phone | Reason | Status | Time |
|---|
| Dana P. | (555) 014-2233 | Service request | Open | 2:14 PM |
| R. Voss | (555) 019-8811 | Reschedule | Closed | 11:40 AM |
The row appears with the call still warm: caller in one column, number in the next, reason, outcome, and timestamp each where they belong. It reads like data because it is data.
And it's your sheet: your columns, your sharing, your retention. Abby appends rows; everything else about how the sheet works stays exactly the way you built it.
Then Your Automations Take Over
This is where Smartsheet earns it. A new row can alert the owner the moment it lands, request an update if the status hasn't moved by tomorrow, and roll into the weekly report automatically: rules you build once, in a tool you already run.
Abby deliberately stops at the row. It doesn't read your sheet, edit existing rows, or bring its own workflow engine, because you already have one, and it's pointed at every call now.
What You Can Wire To A New Row
✓Alert the owner: a new row with Status = Open notifies the person in the Assigned To column immediately.
✓Nag politely: an update request goes out automatically if a callback row hasn't changed in 24 hours.
✓Escalate urgency: rows where the reason contains your urgent keywords can notify a manager as well.
✓Report weekly: call rows roll into the report and dashboard your team already reviews.
✓Archive on done: a row marked Complete can move itself to the archive sheet.
✓All yours: these are standard Smartsheet automations on your sheet; onboarding helps you point them at the call columns.
Sheets It Feeds
A call log that runs itselfOperations teams get a complete, timestamped record of every answered call without anyone keying it in.
Callback tracking with teethA status column plus a reminder automation means no row stays open quietly.
Intake for project requestsPhoned-in requests join the same sheet as form submissions, ready for your assignment workflow.
Month-end reportingSlice call rows into the dashboards leadership already reads.
How It Works
1Onboarding connects Smartsheet with you and matches call fields to your sheet's columns.
2Abby's receptionists answer around the clock, capturing each call per your instructions.
3Every call appends a new row, and the alerts and automations you own take it from there.
FAQs
Which answering service integrates with Smartsheet?
Abby does. Live US-based receptionists, with an AI receptionist option, answer your calls and log each one as a new Smartsheet row automatically.
Can I use my own columns?
Yes, onboarding maps call fields to the columns you already have, or helps you set up a clean call-log sheet if you'd rather start fresh.
Does Abby edit or delete rows?
No. Rows are appended, never changed. Your sheet's history, permissions, and existing data stay untouched.
Can my automations react to call rows?
Yes, that's the point. New rows trigger your alerts, update requests, and reports exactly like rows added any other way.
What lands in each row?
Caller name, number, reason for calling, the outcome or promise made, and the call's date and time, one column each.
Use a tool we haven’t listed?
We build missing integrations for new customers during onboarding, free. Tell us what you run on and we’ll connect it.
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