Call Management

Call handling, routing, and caller type configuration features

Overview

The platform provides comprehensive call management through intelligent agent configuration and caller type handling, with automatic agent updates based on your business information.

Automatic Agent Management

Agent Creation & Updates

• Dual Agent Creation: Both voice and chat agents are automatically created during signup
• Dynamic Updates: Agents update automatically when you modify onboarding information
• Synchronization: Changes to agent configuration automatically propagate to all agents via the applyUpdatesForAgents function

Caller Type Configuration

Based on the onboarding implementation, the platform handles four distinct caller types:

Potential New Clients

• Information collection (name, contact details)
• Location qualification
• Service qualification
• Custom qualification questions
• Additional information collection
• Message taking configuration

Existing Customers

• Basic information collection
• Additional information collection
• Simplified qualification process
• Message handling setup

Sales Inquiries

• Basic information collection only
• Streamlined process
• Direct message taking

Other Callers

• Basic information collection
• Additional information collection
• General inquiry handling

Configuration Options

Information Collection Settings

Each caller type can be configured with:

• Collect Info: Toggle for basic information gathering
• Location Qualification: Geographic or service area questions
• Service Qualification: Service-specific questions
• Custom Qualification: Business-specific questions
• Additional Info Collection: Extra data gathering

Action Configuration

Define post-call actions:

• Next Action: What happens after information collection
• Transfer Settings: Call transfer configuration with contact details
• Human Handoff: Live transfer to human agents when AI assistance is insufficient
• Appointment Settings: Calendar and scheduling integration
• Message Settings: Final statements and follow-up messaging

Business Information Integration

Company Data

The agent configuration automatically incorporates:

• About Us: Company description and overview
• FAQ: Frequently asked questions with answers
• Directions: Location and navigation instructions
• Voice Selection: Chosen voice for agent interactions

Real-time Updates

• Synchronous Updates: Changes immediately apply to all agents
• Configuration Persistence: Settings saved to agent configuration
• Version Control: Maintains configuration history

Voice Configuration

Voice Selection Options

The platform supports voice configuration with:

• Voice Selection Modal: Interface for choosing agent voice
• Voice Assignment: Binding specific voices to agents
• Multi-Voice Support: Different voices for different scenarios

Call Routing Features

Phone Number Integration

• Number Assignment: Assign agents to specific phone numbers
• Inbound/Outbound: Configure agents for different call directions
• Multiple Lines: Support for multiple phone number assignments

Human Handoff Routing

• Escalation Triggers: Automatic detection of situations requiring human intervention
• Transfer Protocols: Seamless transition from AI to human agents
• Context Preservation: Full conversation history passed to human agents
• Fallback Options: Multiple human agent availability configurations

Spam Protection

Built-in Protection

• Automatic Filtering: Spam calls are automatically blocked
• No Billing: Blocked spam calls don’t incur charges
• Transparent Handling: Users are notified about spam protection

Analytics Integration

Performance Tracking

Call management integrates with analytics for:

• Call Volume: Track calls by type and agent
• Success Rates: Monitor call completion rates
• Configuration Performance: Analyze effectiveness of different settings
• Cost Tracking: Monitor expenses by configuration type