Voice

Voice is designed to support structured outreach and real-time communication through:

• Campaign-based outbound calling

• Intelligent inbound call routing

• Guided call scripts

• Call recording and transcription

• Automated agent assignment

Voice is configured per client under Client Management, similar to other messaging channels and a Twilio account and phone number is necessary.

Key Features

Voice Campaigns

Voice campaigns are used to manage outbound calling.

They allow you to:

• Upload or select contact lists

• Assign agents

• Define call scripts

• Control call attempts and cadence

• Configure voicemail and hold music

Calls are automatically distributed to available agents within the campaign.

Call Scripts

Scripts guide agents during calls and ensure consistency.

Two options are available:

1. External Script

   • Provide a URL (e.g., hosted PDF or webpage)

   • Automatically loads when a call starts

   • Takes priority over internal scripts

2. Internal Script Builder

   • Create structured, step-by-step scripts

   • Include:

     • What the agent should say

     • Required actions (e.g., collect information)

     • Compliance disclosures

     • Branching between steps

Agents must complete required tasks before moving to the next step.

Call Handling

During a call, agents can:

• View script guidance in real time

• See customer/contact details

• Add notes (auto-saved)

• Update contact properties

• Place calls on hold (with music)

• Drop voicemail automatically

• End the call with a disposition

Voicemail Drop

Instead of manually leaving a voicemail:

• Click Voicemail during a call

• A pre-recorded message is played automatically

• The call ends immediately for the agent

• Playback continues in the background

This improves efficiency and ensures consistent messaging.

Call Recording & Transcription

When enabled in campaign settings:

• Calls are recorded automatically

• Transcripts are generated (live and post-call)

Recordings and transcripts are accessible from the conversation view and reporting tools.

Agent Assignment & Distribution

Calls are assigned based on:

• Agent availability (online + voice enabled)

• Equal distribution across active agents

• Real-time activity

If an agent becomes inactive:

• Their assigned contacts are redistributed automatically

Call Attempts & Cadence

Each contact can be called multiple times based on campaign configuration.

Example:

• Day 1 → First call

• Day 2 → Follow-up call

• Continues until maximum attempts are reached

Contacts are marked daily as Not Called until the attempt is completed.

Call Statuses

Common statuses include:

• Answered – Call was picked up

• Outbound – Call made by the system

• Abandoned – No agent available or unanswered/voicemail

• Not Called – Pending call for the current cycle

Inbound Call Routing

Inbound calls are routed automatically using intelligent logic.

Routing considers:

• Previous agent (affinity routing)

• Agent availability

• Voice enablement

• Client assignment

If a caller recently spoke to an agent, the system will attempt to route the call back to that agent.

Agent Voice Availability

Agents can control whether they receive calls.

Available states include:

• Ready for Voice – Can receive calls

• Offline for Voice – Will not receive calls

• Standby – Available for other channels only

This allows agents to manage workload across channels.

Lists (Lead Management)

Lists are used to organize contacts for campaigns.

• Each list contains unique contacts

• Contacts should only exist in one list at a time

• Lists represent different stages (e.g., new leads, follow-ups)

Reporting & Activity

Voice activity can be monitored through:

• Call logs

• Campaign performance

• Agent activity

• Recordings and transcripts