This improvement to the existing Voice Agent lets you select which conversation flow your virtual agent uses when handling inbound calls, so you can align call handling with your booking strategy. This Voice Agent update is for basic Phones, Phones Pro, and Contact Center Pro.
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What's changing?
Previously, every Voice Agent company used the same conversation flow. The virtual agent always collected caller details (name, phone number, address, email) before checking appointment availability. There was no way to change this behavior or try a different approach.
Now, administrators can choose between two conversation flows in Voice Agent settings. The Lead-First Flow collects caller details before sharing availability. The new Availability-First Flow shares available time slots first, then collects caller details after the appointment is confirmed. You can switch between flows at any time without contacting Support.
Resources
Before and After
Before (current)
Open Voice Agent settings and go to the Transcript section.
Review the available fields. There is no option to change the conversation flow.
The virtual agent always asks callers for personal information before checking appointment availability.
Callers who want to confirm a time slot first must wait through the information-collection step.
Impact: Callers who want to know about availability before sharing personal details may hang up, resulting in missed booking opportunities.
Try the current workflow in your account
After
Open Voice Agent settings and go to the Transcript section.
In the new Call Flow section at the top of the screen, select either Lead-First Flow or Availability-First Flow.
Click Save.
The virtual agent uses the selected flow on all subsequent calls.
To change the flow, return to the Transcript section and select the other option at any time.
Impact: You control how the virtual agent interacts with callers, so you can reduce drop-off during the information-collection step and improve booking conversion.
Test the changes in the NEXT environment
Who uses this feature
Residential Service and Replacement, Commercial Service and Replacement
Administrators
Region availability: All regions
How it works for your industry
Residential Service and Replacement
A residential HVAC company that handles high volumes of after-hours calls selects the Availability-First Flow. Callers hear available time slots right away, confirm an appointment, and then provide their contact details. More callers stay on the line and book jobs.
A plumbing company that prioritizes capturing caller information for follow-up keeps the Lead-First Flow. The virtual agent collects names and phone numbers first, so the office has complete records even if callers do not book during the call.
An electrical contractor tests the Availability-First Flow during peak season and monitors booking conversion rates. After the season ends, the administrator switches back to the Lead-First Flow to match a slower call volume strategy.
Commercial Service and Replacement
A commercial HVAC maintenance provider selects the Availability-First Flow for after-hours calls. Facility managers calling about urgent equipment issues learn immediately whether a technician can come the next morning, reducing call abandonment.
A commercial plumbing company keeps the Lead-First Flow because their intake process requires detailed contact and site information before scheduling. The virtual agent collects property address and contact details before sharing available slots.
A commercial refrigeration service company switches to the Availability-First Flow for its restaurant clients. Restaurant managers calling about broken equipment want to confirm a service window quickly, so the flow that leads with availability results in more completed bookings.
How to prepare?
Identify which conversation flow best fits your booking strategy. Consider the Availability-First Flow if callers frequently hang up during the information-collection step, or keep the Lead-First Flow if capturing caller details first is a priority.
After the configuration is enabled, navigate to Voice Agent settings, open the Transcript section, and select the flow that fits your approach.
Train your team on the difference between the two flows so they understand how the virtual agent interacts with callers and can answer questions.
Bookmark any knowledge base articles or Academy videos for team training.