Ask the right follow-up questions on every call with Voice Agent branching

Branching follow-up questions improve Voice Agent by asking only the follow-up questions that fit what the caller just said.

Available inCoreProMax

Feature type

Enhancement

Industry

Residential Service and ReplacementRoofing and Exteriors

Roles

AdministratorsCSRs

Region

United StatesCanada

What's changing

Before, Voice Agent asked every follow-up question for an issue type in the same fixed order, even when a caller's answer pointed to a different path. Now you can add branches to your follow-up questions in Custom Follow-Up Questions. If a caller's answer includes the words you choose, Voice Agent goes to a specific question or to a different group of questions. For example, if a caller asking about a roof mentions storm, hail, wind, or an insurance claim, Voice Agent can ask whether a claim has been filed and who the customer's insurance is with. Callers who do not match a branch continue on the standard path.

Workflow comparison — before & after

← Before

✓ After

1.A caller phones a roofing company and asks for a roof estimate after a hailstorm.

1.An administrator adds a branch in Custom Follow-Up Questions. The branch looks for words such as storm, hail, wind, or claim.

2.Voice Agent matches the call to the roof issue type.

2.The administrator chooses where Voice Agent goes next: a specific question or a different group of questions.

3.Voice Agent asks every follow-up question in the same order: roof age, roof material, current issues, and recent storm damage.

3.A caller mentions hail damage.

4.The answer about storm damage does not change which questions come next.

4.Voice Agent asks the added questions: whether a claim has been filed, who the customer's insurance is with, when the storm happened, and who holds the mortgage.

5.The insurance details your estimators need are not collected.

5.Callers who do not mention storm damage skip those questions and continue to booking.

⚠ Calls feel generic, and your team calls back to collect details that Voice Agent could have gathered.

✓ Each caller hears questions that fit their situation, and your team gets the right details on the first call.

How it works for your industry

Residential Service and Replacement

A caller says their air conditioning (AC) is not working. Voice Agent asks how old the system is. If the caller says 10 years or more, the branch moves to replacement questions instead of repair questions.
A caller reports a drain problem. Voice Agent asks if one drain is slow or if several drains are backing up. If the caller says several, the branch moves to questions about the main sewer line.
A caller says an outlet stopped working. If the caller says they want to add something new, the branch moves to questions for an installation instead of a repair.

Roofing and Exteriors

A caller asks for a roof estimate and mentions hail. Voice Agent asks if a claim has been filed, who the insurance company is, when the storm happened, and who holds the mortgage. The mortgage company can be a co-payee on insurance checks.
A caller says the roof is old and there was no storm. Voice Agent skips the insurance questions and moves on to scheduling the estimate.
A caller says the roof is leaking. Voice Agent asks about the leak first. If the caller also mentions a recent storm, it moves to the insurance questions.

How to prepare

Review the follow-up questions for each issue type. List the caller answers that should change the path.

Write branch answers in the words callers use, such as storm, hail, or insurance claim.

Place a test call after you save your changes, and confirm Voice Agent follows the right path.

Bookmark any knowledge base articles or Academy videos for team training.