Feature Requests

Voice AI prompts/responses to technicians are too verbose, slowing work. Add “Concise Mode” or verbosity levels for tech-facing prompts. This will reduce the amount of time taken to get the call to the Technician.

This solves several problems: Would help solve Outbound Calling - see https://getthread.canny.io/feature-requests/p/outbound-transcription Sometime, the answering tech needs to add notes without the ticket being reassigned to them (as it is already assigned to another tech) It would solve the issue for AU partners whereby Calling Line IDs cannot be forwarded from Twilio and so the originating Caller ID is lost. This way Inbox could know which call relates to which ticket and surface appropriately with the right Caller ID. https://usehalo.com/halopsa/guides/959/

Calls to existing ticket should route directly to assigned agent’s DID, but must respect their status. Add a DID routing table that routes to the assigned agent if a ticket exists and agent is Available. Routing rule: Ticket → Assigned Agent DID → Status check (Available) → else overflow to queue/backup agent; presence integration required. This avoids the current behaviour where an End User calls in, the Voice Agent identifies an existing ticket (that might be assigned to Agent 1) and then calls the Support Queue or Hunt Group and Agent 2 answers the line so the ticket gets reassigned to Agent 2

Prompt “What is your update?” is unclear; user didn’t know a transfer would occur and escalated. Clarify user-facing script to indicate transfer and next steps explicitly. Ability to Script change: “I’ll connect you with your assigned technician now. If they’re unavailable, I’ll route you to our support queue.”

Enable transcription for outbound calls (real-time and/or post-call). We currently use Teams calling on our laptops by initiating the call from HaloPSA (which initiates their Call Popup screen) using a similar functionality could pass some unique identifier to Voice AI to know which outbound call is being initiated and thefore what end user number to call, this would allow the new Thread Call Popup Screen to tell Teams to call the Twilio routing number and then a backend process could route that call outbound to the end user.

1) The voice attendant should always require both first and last name from the caller to ensure tickets are logged to the correct user, especially in organizations with multiple users sharing the same first name. 2) When a technician is unavailable, the attendant should not abruptly hang up. Instead, it should seek an acknowledgement from the caller, ask if there’s anything else they need (such as submitting another ticket or setting priority if the incident is critical), and only disconnect after confirming the caller’s needs are met. The attendant should thank the caller before ending the call. These changes would make the experience more user-friendly and reduce confusion.

It would be really nice if the VoiceAI could be provided some kind of canonical knowledge document that contained commonly asked things of the VoiceAI that are not really in general intelligence. For instance maybe a list of our office locations and hours, or key staff names, could really be anything just a giant reference doc would be wonderful that would allow it to respond with specific company related questions.

Request to include the Dutch voice 'Jeroen – Clear storyteller' (VoiceID: 4b250449-c635-4b63-bd1d-b654b12ffcd4) in the Cartesia Voice AI selection dropdown. The voice has been tested and found to be pleasant, clear, and well-suited for Dutch-speaking audiences. Adding it will support ongoing local market testing, improve the experience for Dutch users, and assist in preparation for the upcoming European Voice AI launch with full multi-language support and regional compliance.

Ability to use our founder’s voice for the attendant, ensuring consistency with our current phone system.

We need to be able to provide a pronunciation guideline for our company name apparently to the voice agent, a word replacement matrix would be best so we can outline any kind of specific brand name or other thing it may commonly mispronounce and fix it, this would also be helpful for contacts names.