Inbound routing
Number-level routing rules that send each call to the right team, IVR branch, or AI receptionist persona.
Features
Every voice + AI feature, organized by what it does for you.
Multi-brand identity, bilingual AI receptionist, TCPA-grade compliance, cross-app ecosystem integration. Click a category to see what's inside.
Voice + IVR
IVR tree builder
Drag-and-drop tree authoring with branch reuse, A/B variants, and per-branch business-hours overrides.
Business hours + holidays
Calendar-aware open/close routing with holiday overrides and after-hours flows per phone identity.
Voicemail-to-email
Inbox-delivered voicemail audio + transcription, with per-receiver routing on the same DID.
Queue + hold
Configurable queue strategy (round-robin, longest-idle, weighted) with branded hold music + callback option.
Transfer + blast-ring
Warm transfer, attended transfer, simultaneous blast-ring to multiple endpoints with consult/confer escalation.
AI Receptionist
Streaming ASR
Sub-300ms turn-taking via Deepgram streaming with phonetic post-processing on customer name + address fields.
Bilingual auto-detect
English / Spanish detected per caller and switched mid-conversation when needed — no menu prompt required.
Polly TTS
Low-latency AWS Polly Neural voice for cost-conscious deployments.
ElevenLabs TTS
ElevenLabs voice cloning + premium voices for brand-specific receptionist personas.
LLM orchestration
Claude-driven intent classification + turn-by-turn handoff to your live agents when human-only logic is required.
Emergency keyword detection
Real-time keyword spotter pages your manager dashboard via PalmPuffin's emergency-broadcast surface.
Multi-Brand
One DID per brand
Each storefront brand gets a phone number and an isolated IVR + AI persona. Callers hear the right greeting every time.
Per-brand after-hours
Brand-specific after-hours announcements, voicemail boxes, and callback routing.
Per-brand persona
Each brand selects its own AI voice, tone, and answering script — same platform, different identities.
Branded announcements
Recording-consent announcements, IVR prompts, and on-hold music all branded per identity.
Branded SMS sender
Outbound SMS sender ID is the brand's DID, not the tenant's master line.
Compliance
Federated DNC
Five-source DNC: federal + 50 state registries + tenant manual + customer stop + SMS STOP keyword.
Per-channel consent
Separate voice / SMS / fax consents with disclosure-language capture and cryptographic source snapshots.
Subpoena-ready export
Sub-60s response on tenant + channel + recipient query. Used for FCC / TCPA / GDPR Art-15 requests.
Per-state consent matrix
14 + DC two-party-consent + 37 one-party-consent. The platform drives the announcement before audio capture.
Six-step gate algorithm
Every outbound dispatch runs the six-step compliance gate. Master fail-OPEN flag + per-step audit logs.
Tamper-evident audit trail
Append-only audit log per block decision, with cryptographic hash verification on the daily export.
Ecosystem
POS screen-pop
Inbound calls float a customer card over the active register so cashiers know who's calling.
Shift-aware routing
Planner schedule grid highlights understaffed shifts that match high call-volume windows.
Palm emergency broadcast
Emergency keyword detection pages the manager dashboard via PalmPuffin's existing surface.
PayDay call-minute ingest
Daily aggregator dispatches per-employee minutes to the next payroll run for seat-minute reconciliation.
Prep training catalog
Phone-handling courses in the PrepPuffin LMS, mapped to your existing employee-skill registry.
Purchase Contact Seller
Storefront customers text the merchant directly via the brand's PortPuffin DID with a CAPTCHA-gated widget.
Mailbox Holder
Per-mailbox SKU
Sell phone numbers to retail mailbox tenants as an add-on SKU; PortPuffin handles provisioning + porting.
Voicemail forward
Mailbox-holder voicemail audio + transcript forwarded to their preferred email or SMS endpoint.
After-hours forward
Off-hours route to the holder's personal cell with an opt-in shortcode for live forwarding.
Stripe Connect billing
Direct-charge billing from PortPuffin to the mailbox holder; you set the markup, we settle the carrier costs.
Tenant rollup
Per-tenant billing surface for owners who want to bill mailbox holders themselves via existing AR pipeline.
See it on your data
We'll wire up the AI receptionist against your existing customer + mailbox + shipment records before the demo.