No more dropped calls when your team is busy. Both Minimal AI and Advanced AI modes now support automatic handoff to the Overflow agent when no technician picks up within the configured timeout.
What changed
Previously, if a transferred call went unanswered, the caller heard a "no one is available" message and the call ended. Now, the Overflow agent steps in automatically to make sure every call is captured.
How it works
- Minimal AI mode: The call rings to your technician. If no one picks up, Overflow activates. It greets the caller, asks about their issue, and creates a support ticket.
- Advanced AI mode: The AI has already spoken with the caller and gathered context. If no one picks up, Overflow takes over as a warm handoff. It lets the caller know no one is available and captures any additional details without repeating questions.
In both modes, the caller is told someone will follow up.
How to set it up
- Go to your Attendant settings (either Minimal or Advanced AI mode)
- Enable the "Use Overflow when no one is available" toggle
- Customize the greeting for the handoff
- Your existing timeout duration applies automatically
This means you only need to forward calls to the Attendant — Overflow handles the rest if no one answers.