Voice Agent Objection Handling is a new feature that enables the Voice Agent (VA) to respond to common caller objections — keeping calls on track for booking instead of escalating to a live agent. This Voice Agent update is for basic phones and Phones Pro.
What's new?
Previously, when a caller pushed back on pricing or fees during a Voice Agent call, the Voice Agent had no way to respond. Now, administrators can configure custom objection responses in Voice Agent settings. When a caller pushes back, the VA delivers the configured response and continues toward a booking.
Note: This Voice Agent update is for basic phones and Phones Pro.
Before and After
Before (Current)
A customer calls your company after hours to schedule a service visit.
The Voice Agent collects the caller's information and explains the $79 dispatch fee.
The caller questions the fee and pushes back.
The Voice Agent repeats the dispatch fee back to the caller.
Impact: No CSR is available after hours. The call goes to voicemail. The homeowner calls a competitor.
Try the current workflow in your account.
After
A customer calls your company after hours to schedule a service visit.
The Voice Agent collects the caller's information and explains the $79 dispatch fee.
The caller questions the fee and pushes back.
The Voice Agent delivers your custom response — for example, that the fee applies as a credit toward any work performed.
The caller agrees and the Voice Agent completes the booking.
Impact: The call converts to a booked job without CSR involvement. No lead is lost to voicemail.
Test the changes in the NEXT environment.
Who uses this feature
Residential Service and Replacement, Commercial Service and Replacement
Administrators
Region availability: USA
How it works for your industry
Residential Service and Replacement
A homeowner questions a $79 dispatch fee during a late-night HVAC call. The Voice Agent delivers the configured response — that the fee applies as a credit toward repair work. The caller agrees and the Voice Agent books the appointment.
A plumbing caller pushes back on weekend pricing during a call about a leaking pipe. The Voice Agent responds with the company's message about same-day service value. The caller accepts and the Voice Agent confirms the booking.
An electrical caller asks why a diagnostic fee applies before work begins. The Voice Agent delivers the configured explanation. The booking completes without CSR involvement.
Commercial Service and Replacement
A property manager pushes back on after-hours rates during a commercial HVAC maintenance call. The Voice Agent delivers a configured explanation of the pricing structure. The call continues to booking.
A commercial refrigeration caller questions a service call minimum during a call about a walk-in cooler issue. The Voice Agent responds with the configured message and completes the booking.
A facilities coordinator questions pricing for an emergency electrical inspection. The Voice Agent delivers the custom response about emergency rates. The caller books the appointment.
How to Prepare?
Have an administrator contact Support or your Customer Success Manager to have Voice Agent Objection Handling and its required configurations enabled. Identify the most common objections your callers raise — such as dispatch fees, after-hours pricing, or service minimums.
Draft a custom response for each objection. Keep responses brief and focused on value (ex., "The dispatch fee applies as a credit toward any work completed").
Have an administrator configure the objection responses in Settings > Voice Agent.
Place a test call and raise a configured objection to confirm the Voice Agent responds as expected.