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Voice AI statuses for Status automation

Screenshot 2026-10-14 at 4
You can now trigger Flows and dispatch at specific moments in a Voice AI call, including after the call ends and the recap is on the ticket.
Until now, the only voice-related option was “first chat reply or Voice call answer,” so there was no way to run automation once a call had wrapped up. Many of you asked for this, and we’ve rebuilt the Status automation page to support it.
New Voice AI statuses: inbound calls
  1. Attendant agent answers an inbound call. The AI creates the ticket during the call.
  2. Attendant agent ends the call. The call ends with only the AI on the line, and the recap has been added.
  3. Overflow agent answers the call. The call goes straight to your overflow number, or overflow takes over (through an IVR option, or after a transfer fails or times out).
  4. Overflow agent ends the call. The overflow call ends, and the recap has been added.
  5. Technician answers a transferred call. A technician accepts a warm transfer.
  6. Technician ends inbound call. A transferred call ends, and the recap has been added.
New Voice AI status: outbound calls
  1. Outbound call starts. A technician starts an outbound call from a ticket.