New Custom Technician Handoff Message in Voice AI

When Voice AI hands a call off to a technician, the message they hear first is now shorter and customizable.
What’s new
A tighter default. We rewrote the handoff message from the ground up. Technicians now get the essentials (who’s calling, which company, and what the issue is) without a long preamble. That means less time listening and more time helping.
Make it yours. You can now customize the handoff message to match how your team works. Lead with the ticket number, add the priority, or adjust the wording to fit your team’s style.
Where to find it
Go to [Voice settings →Attendant →Technician briefing toggle ON] to edit your message. If you don’t change anything, the new, shorter default is applied automatically.
Why we made the change
You let us know that the old handoff was long and not everything was relevant to your team. The new default gets technicians up to speed faster, and customization lets each team decide what matters most in those first few seconds.