Inbound
A voice agent for your inbound calls that knows when to hand over.
A voice agent on your inbound line that does the work it can, and puts the caller through to a person when it should. You decide which is which.
The shape of it
What you are putting on the line
Answer latency
500ms
The target, gated on every release
Handover
Straight or warm
Screened transfer announces the caller
Your number
Keep it
Forward, port, or buy a new one
Every call
Scored
Transcript, timings, metrics
On the call
What happens between the ring and the hang-up
01
The phone rings and the agent picks up
On your own number, or on one you buy in the workspace and route to the published agent. The greeting is yours, and a returning caller can be greeted as one.
02
It works out what the caller wants
It listens, it interrupts gracefully when talked over, and it asks the follow-up rather than guessing. Terms your callers use, like suburb names, product codes and your own brand, are given to the recogniser so they are not misheard.
03
It looks things up instead of inventing them
Your prices, hours and policies sit in a knowledge base the agent reads from. When the answer is not there it says so, which is the behaviour that keeps a phone line trustworthy.
04
It does the thing, if the thing is a tool
Book the job, check the order, text a link, take the details. Each action is a tool you switch on, pointed at your own system, and the agent chooses when to reach for it.
05
Or it hands the call to a person
When the caller asks, when policy says escalate, or when nothing else resolves it. That is the next section, because it is the part worth getting right.
The handover
The part people are right to distrust
Straight
Dial and connect
The agent dials your destination and puts the caller through. Use it when whoever answers already has the context, or when the caller has asked for a person by name.
Screened
Warm transfer
The agent announces who is calling and what they want before connecting them, so your team picks up knowing the situation rather than starting the conversation again.
Unconfigured
It says so
With no destination set the agent tells the caller it cannot connect them and keeps helping. It does not pretend to transfer, and it does not hang up on them.
When
You write the rule
The caller asks for a person, policy requires escalation, or nothing else resolves the request. The rule lives in the prompt and the tool description, in your words.
Proof
Rehearse the handover
Write the escalation you worry about as a scenario and run it. The judge grades whether the agent transferred when it should have, so the behaviour is proved rather than hoped for.
After
It is in the transcript
Who asked, when it transferred, what it said on the way through. Read the calls where it escalated and the calls where it should have, and change one line.
Questions
Before you point real callers at it
How does live transfer to a human work?
What happens if nobody picks up the transfer?
Do I have to change my phone number?
How fast does it answer?
What stops it going off script on a real call?
Can I see what happened on a call?
Ring it yourself.
Build the agent, place a test call, and read what it did. That is a shorter path to a decision than any demo.