Calls and leads

How a call goes

What happens on a call, from the first ring to the summary.

Calls the agent makes

1
The agent rings the lead from its own number. Answering machines are detected and hung up on, never pitched; the lead is tried again later.
2
The agent waits for the person to speak first. If they answer with their name (“Lamont speaking”), it goes straight into its introduction. Otherwise it checks: “Hey, is this Lamont?”
3
If nobody says anything for 4 seconds, it says “Hello?”, up to twice, then hangs up.
4
It introduces itself by name and company and says why it's calling. A quick “yes” over the top of its introduction doesn't cut it short.
5
It asks whether now is a good time, then its first question.

Calls to the agent

The agent answers with a greeting that names the company and itself, then asks how it can help. If recording is on, it says so first.

During the conversation

It works towards its goals in order, asking its qualifying questions along the way, one at a time.
It reacts while it thinks ("Got it," "Fair enough") so there's no dead air.
When it looks something up or books a time, it says a short hold line such as "Just give me one second".
If the caller talks over it, it stops and listens. Short sounds like "yep" or "mm" don't count as interrupting, unless it just asked a yes-or-no question.
It waits for the caller to finish their thought before answering.
If asked whether it's a person, it says plainly that it's an AI assistant. It never claims to be human.

How calls end

Booked: It confirms the time and place, books it, and can text a confirmation.
Transferred: It tells them who they're going to and connects them to your transfer number.
Follow up: It agrees when to call back; the lead is queued for then.
Not interested: It thanks them and says goodbye. Salespeople and appointment setters may try once or twice more first.
Do not call: Anyone who asks not to be called again goes on your company's do-not-call list at once, for every agent.

Once the call ends, the summary, outcome and Data answers are written, sent to your team and connected apps, and shown on the call's page. See Calls and summaries.