We've improved how Voice AI transfers calls to your technicians.
What changed:
When the AI transfers a call, the technician now hears a prompt and presses 1 to accept before the caller is connected.Why this matters:
Previously, the AI could mistake IVR systems, voicemail prompts, or recording disclosures for a live person — leading to awkward situations where the AI started talking to an automated message. Now, the handoff only continues once a real person confirms they're ready.How it works:
- Technician's phone rings → they hear "Press 1 to accept this call"
- Press 1 → caller is connected
- No response → caller hears "Our team isn't available right now, but we'll reach out soon" and a ticket is created
This should make technician handoffs more reliable, especially for teams using phone systems with IVRs or call recording announcements.
Questions or feedback? Let us know in the comments!