Configure how and when Voice Agent escalates each call
Voice Agent's escalation settings now let you decide, trigger by trigger, whether a call gets handed to a live person or the Voice Agent takes a message, plus new built-in trigger types, and the ability to build your own custom triggers for situations unique to your business.
Available inCoreProMax
Feature type
Enhancement
Industry
Residential Service and Replacement
Roles
AdministratorsCSRsDispatchers
Region
United StatesCanada
What's changing
Previously, each escalation trigger in Voice Agent Settings was a simple on/off checkbox: checked meant the Voice Agent would escalate the call to a live person when that condition was detected, and unchecked meant it silently took a message instead, with no way to tell that from the settings screen. Now, each trigger has an explicit action you choose: Escalate call or Take a message. You also get new built-in trigger types you can turn on, for example, Gas Leak, Fire, Smoke, or Carbon Monoxide Emergency. And for anything not covered by a built-in trigger, you can now define your own custom escalation triggers, for example, escalating when a caller complains about a past job or reports a driver.
Workflow comparison — before & after
← Before
✓ After
1.Go to Settings, then Phones, then Voice Agent Settings.
1.Go to Settings, then Phones, then Voice Agent Settings.
2.Click Edit next to Escalation and Rules.
2.Click Edit next to Escalation and Rules.
3.Under Escalation Triggers, select the checkbox next to each situation you want sent to a live person.
3.Under Escalation Triggers, select an action for each situation, either Escalate call or Take a message.
4.Clear the checkbox for any situation you want the Voice Agent to handle, with no label on the screen stating that the call goes to message taking instead.
4.Set an action on triggers that were previously locked.
5.Accept the built-in trigger list as it stands, because locked triggers cannot be changed and no trigger can be added.
5.Add your own trigger under Custom Triggers for a situation specific to your business.
⚠ Your Voice Agent treats each call exactly how you want it to.
✓ Your Voice Agent handles each type of call the way you intend, and the screen states which action applies.
A residential HVAC company builds a custom trigger to escalate any caller who mentions a safety concern like a gas smell, so those calls always reach a live dispatcher instead of Voice Agent taking a message.
A plumbing company sets the trigger for a caller who wants an earlier appointment to Take a message, so the Voice Agent captures the request overnight and the office follows up in the morning rather than waking the on-call dispatcher.
An electrical company adds a custom trigger for callers asking about a past visit, so those calls go straight to the office manager who has the job history in front of them.
How to prepare
01
Review your current escalation trigger settings under Voice Agent Settings > Escalation and Rules before this rolls out to your account, since your existing checkbox choices carry over automatically as the equivalent action.
02
Decide whether to turn on additional built-in trigger types (e.g., Gas Leak, Fire, Smoke, or Carbon Monoxide Emergency), and identify any scenarios unique to your business that call for a custom trigger.
03
Identify situations specific to your business that the built-in triggers do not cover, and draft the custom triggers you want to add.
04
Bookmark any knowledge base articles or Academy videos for team training.