Result
2 min read
By Gonçalo Neto
Two worries come up before anyone lets software answer the phone. Will it book someone into a time that is already taken? And will it treat two different customers as one? Either mistake lands at your front desk, with the customer standing there.
Clara Mind is an AI employee: software made by Quadrant Sunshine that answers your phone and WhatsApp when your team can’t, in Portuguese or English. Here is what she does about both worries, and how we checked it.
One Saturday morning: what she offers a caller at 11:20
| In the calendar | Offered? |
|---|---|
| 09:30, already booked | No, it is taken |
| 11:00, free | No, it has already passed |
| 11:30, free | Yes |
| 13:00, the lunch hour | No, it is lunch |
| 14:30, free | Yes |
| 19:00, after closing | No, outside working hours |
Figure 1.A caller is offered only free times from that person’s calendar. In this example, the booked, lunch and past times are left out.
Will she offer a time that is already taken?
On a call, she is built to offer only free times. When she offers a time, it comes from the calendar of the person the customer wants to see: their working hours, minus the lunch hour, minus what is already booked. A time that has already passed is never offered. A message service, by contrast, takes a note, and the booking waits until someone calls back.
The booking then goes into the right calendar, never a colleague’s.
Offering times is one of her steps, and it is a switch you control: with it off, she still answers and writes the request down for your team.
Will she mix up two of your customers?
She keeps one record per customer, across the phone and WhatsApp. Treating two customers as one by mistake is worse than keeping two records: one customer’s history ends up in front of somebody else.
So she treats two contacts as one person when the same phone number or email shows they are, and keeps them apart when nothing does. One limit follows from that: a phone number or email that two people share, like a family’s phone, counts as one contact, so she treats them as one customer.
Pairs of contacts, and what she does with each
| Two contacts | What she does |
|---|---|
| The same phone number, written in two formats | One customer |
| The same email, once in capitals | One customer |
| Two people called Maria Silva, no number given | Two customers |
| A number from one customer, an email from another | Kept apart: nothing proves they are one person |
Figure 2.She treats two contacts as one person when the same number or email proves it, and keeps them apart whenever nothing does.
How do we know she does this?
We checked with self-tests: small programs that try each rule and show whether it still holds. On 15 October 2026 we ran them again on our copy of the software (source: Our test run).
One set builds made-up calendars and asks which times may be offered and where a booking goes. The other feeds in pairs of made-up contacts and asks which become one record. Every test passed.
What happens when a caller asks for a time
From the request to the booking
- Someone asks for Saturday
On the phone.
- She knows who it isClara
The same number or email: one customer. Otherwise: kept apart.
- She reads the right calendarClara
The person they want to see: hours, lunch, bookings made.
- She offers only free timesClara
Only free times.
- She books, or writes it down
In that person’s calendar, for your team to see.
Figure 3.A time she offers comes from the right person’s calendar, and a booking goes into the right person’s calendar.
What do these tests not prove?
These tests use made-up calendars and contacts, not your calls; your own calendar is the real test. They also ran on our copy of the software, not on a customer’s live account, and they do not cover two callers asking for the same time at the same moment.
Your team can see every conversation she has, as we described in what you can see of what Clara did.
If you want to hear how she sounds before any of that, talk to Clara on the site, or call her. Your team stays the face of the business; she takes the calls and messages they cannot pick up.
Hear how she answers. Call +351 308 806 081, in Portuguese or in English.
Clara Mind is made by Quadrant Sunshine, in Lisbon. She answers on the phone and on WhatsApp, in Portuguese or English.
Sources
Our test run: the test programs of the software that handles bookings, for offering times and for matching customers, run again on 15 October 2026 on our copy, with made-up calendars and contacts; every test passed
What Clara does and what you control: https://www.clara-mind.ai/