Set separate escalation actions for after-hours Voice Agent calls
Choose a different escalation action for Voice Agent calls that come in after hours, all in the same agent.
Available inCoreProMax
Feature type
Enhancement
Industry
All business types
Roles
Administrators
Region
United StatesCanada
What's changing
Before, each escalation trigger had one action, so handling after-hours calls differently meant setting up a separate agent. Now, if you have after-hours set up for your Voice Agent, the Escalations screen has a new After Hours Action column. You can pick one action for calls during business hours and a different action for calls after hours, using the same agent. If you leave the after-hours action at its default, Voice Agent keeps using your business-hours action, so nothing changes until you choose. This release also adds more escalation actions: push back and then transfer, push back and then take a message, and continue the call.
Workflow comparison — before & after
← Before
✓ After
1.You want Voice Agent to transfer calls during the day and take messages at night.
1.Open the Escalations and Rules screen under Agent Settings.
2.Each escalation trigger only has one action, so one agent cannot do both.
2.Find the new After Hours Action column next to the Action column.
3.You set up a separate agent for after-hours calls.
3.Choose an action for each trigger, such as taking a message.
4.You route calls to the right agent based on the time of day in your phone system.
4.Calls during business hours follow the Action column. Calls after hours follow the After Hours Action column.
⚠ You managed extra agents just to handle overnight calls differently.
✓ One agent covers both day and night, so there is less to set up and manage.
Resources
How it works for your industry
Residential Service and Replacement
- A customer calls at 2 in the morning because their water heater is leaking. Set your custom trigger for leaks to transfer the call after hours, so your on-call team can respond right away.
- A caller asks for a live person at 10 at night to move tomorrow's tune-up. Set that trigger to take a message after hours. Voice Agent saves the request as a task, and your office follows up in the morning.
- An upset caller phones late on a Sunday about a recent repair. Set a sentiment trigger to take a message after hours, so a manager can call back with the job details in hand. During business hours, the same trigger can keep transferring calls to your office.
Commercial Service and Replacement
- A restaurant manager calls on a Saturday night because the walk-in cooler stopped working. Set your custom trigger for equipment-down calls to transfer the call after hours, so your on-call technician hears about it fast.
- A property manager calls after you close to ask about a service agreement invoice. Set your custom billing trigger to take a message after hours, so your accounting team gets a task to handle during the day.
- A caller who cannot be verified asks for service at one of your multi-site accounts late at night. Set a verification and identity trigger to take a message after hours, instead of sending an unknown caller to your on-call staff.
Residential Construction
- A builder calls in the evening to move an inspection date on a new home. Set an appointment and scheduling trigger to take a message after hours, so your project coordinator sees the request first thing the next day.
- A customer in a newly finished build calls at night about a burst pipe. Set your custom trigger for water leaks to transfer the call after hours, so your on-call crew lead can respond.
- Your office closes at 5, but calls about active jobs come in all night. One agent now covers both, so you no longer keep a second night agent with its own copy of your settings.
Commercial Construction
- A general contractor calls after hours about a change order. Set your custom trigger for change orders to take a message, so your project manager gets a task in the morning.
- A site superintendent reports a leak at a job site late at night. Set your custom trigger for site emergencies to transfer the call after hours, so your on-call project lead can act before the next shift.
- A caller asks for a live person after your office closes, but the question is about a bid due next week. Set that trigger to take a message after hours, so your estimating team picks it up during the day instead of your on-call staff.
How to prepare
01
Review each escalation trigger and decide what Voice Agent should do overnight: transfer, take a message, push back first, or continue the call.
02
Confirm that the number Voice Agent transfers to is staffed after hours.
03
Bookmark any knowledge base articles or Academy videos for team training.