Share your value and next steps on Voice Agent calls with custom message injections
Custom message injections let you add your own message before Voice Agent shares availability and a question after it books the appointment.
Available inCoreProMax
Feature type
New Feature
Industry
Residential Service and ReplacementResidential Construction
Roles
Administrators
Region
United StatesCanada
What's new
Before, Voice Agent moved from collecting job details straight to appointment times. Now you can add value messages that Voice Agent says before it shares availability, such as why callers should choose your company. You can also add one post-booking question, such as whether the caller wants to learn about your financing plans or membership program. If the caller says yes, you choose what Voice Agent does next: escalate the call to a live agent or take a message.
Workflow comparison — before & after
← Before
✓ After
1.A caller reaches Voice Agent and explains the reason for the call.
1.Go to Agent settings, then Transcript, and add up to 10 value messages. Write one for each issue type, and add a default for everything else.
2.Voice Agent collects the job details.
2.Add one post-booking question, and choose what Voice Agent does if the caller says yes.
3.Voice Agent moves straight to appointment times and books the job.
3.Voice Agent shares the matching value message once, before it offers appointment times.
4.The call ends with your closing message.
4.After the job is booked, Voice Agent asks your post-booking question.
5.If the caller says yes, Voice Agent escalates to a live agent or takes a message. If the caller says no, Voice Agent moves on to your closing message.
⚠ Callers hear appointment times before they hear why your company is the right choice.
✓ Callers hear your value message before they choose a time, and hear your financing or membership question right after booking.
How it works for your industry
Residential Service and Replacement
- A heating and cooling company shares its same-day service promise and years in business before Voice Agent offers appointment times.
- A plumbing company explains its upfront pricing promise before Voice Agent shares availability.
- After booking, an electrical company asks if the caller wants to hear about its membership plan, and Voice Agent takes a message if the answer is yes.
Residential Construction
- A remodeling company shares its workmanship warranty before it offers consultation times.
- A home builder explains its design consultation process before sharing availability.
- After booking, a builder asks whether the caller wants financing information, and Voice Agent takes a message for the sales team.
How to prepare
01
Write a value message for each issue type you want to cover, and a default for everything else. Keep each message short, because callers hear it before appointment times.
02
Write your post-booking question, and decide whether Voice Agent should escalate to a live agent or take a message when the caller says yes.
03
Train your team on who follows up on messages and escalations that come from this question.
04
Bookmark any knowledge base articles or Academy videos for team training.