Voice On-Call Updates: More Control Over When and How Escalations Run

We’ve added three updates to Voice On-Call. Together they give you more control over when technicians get paged and how they stop paging automatically once the issue is handled.

What’s new

Wait before calling. You can now add a delay before Voice AI starts calling your on-call technician. This gives automatically resolving tickets and alerts time to resolve before they page an on-call tech, so you get fewer unnecessary calls and on-call shifts are less disruptive.
Stop paging when the ticket closes (or other statuses). Turn on the new checkbox on the Call an On-Call Tech card, and the escalation will end automatically when the ticket moves to a closed status or other selected status. If the issue gets resolved some other way, your technicians won’t keep getting calls about it.

End On-Call Escalation in Agent Builder. End On-Call Escalation is now available as a tool in Agent Builder. Your agents can stop an active escalation as part of their workflow. For example, an agent could end the escalation once it confirms an issue has been resolved or handed off. Note that you would need to make a separate flow for stopping the alerts by using Agent Builder.

Where to find it

Wait before calling and stop on closed status are both on the Call an On-Call Tech card in your flow. Each one is opt-in, so existing flows won’t change unless you turn them on.
End On-Call Escalation is available in the Agent Builder tools list.

Why we made these changes

On-call should mean your team gets paged when it matters and not after the problem is already solved. These updates help cut down on redundant calls and let you shape escalations around how your team actually works.