Call Management

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Overview

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

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Automatic Agent Management

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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

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Caller Type Configuration

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

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Configuration Options

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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

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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

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Business Information Integration

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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

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Real-time Updates

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

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Voice Configuration

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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

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Call Routing Features

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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

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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

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Spam Protection

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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

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Analytics Integration

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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