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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:

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

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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