Overview
After the call with the Voice Agent ends, you can check their conversation details in the Voice Agent Follow Ups tab. You can then call the customer back after reviewing the call summary.
Who uses this feature
Administrators, CSRs, and managers
Applies to all business types
Feature configuration
Contact Center Pro is currently in Early Access and available for specific accounts. It is subject to change. If you want to enable this feature for your account, book a demo here.
Contact Center Pro requires an Enterprise Hub network. Contact your Customer Success Manager or Pro Account Manager to request a network.
Things to know
All Voice Agent calls that do not escalate or create an appointment will create a Voice Agent follow-up task that CSRs can review.
All recordings in this tab will capture the entire call, including any transfers. Even if the call is forwarded to another number, you'll be able to hear the full conversation.
Voice Agent calls are billed according to your contract, with charges applying after the Voice Agent connects to a call—regardless of the outcome.
Voice Agent Follow Ups overview
Voice Agent Follow Ups tab lets you view and manage customer interactions with the AI assistant. It offers advanced filtering options, making it easy and efficient to locate specific customer conversations.
Access Voice Agent Follow Ups screen
Go to Contact Center Pro.
In the side panel, select Urgent Follow Ups > Voice Agents.
The Voice Agent Follow Ups screen opens which is organized into three distinct sections:
Open: Contains all new leads that haven't been marked as Resolved or Dismissed.
Cold: Contains leads that remain unreviewed for an extended period. This keeps the Open tab focused on recent, active leads. Cold leads can be revisited, followed up on, or dismissed as needed.
Done: Stores all past communications marked as Resolved or Dismissed.
Filter Voice Agent Follow Ups
You can refine conversation details using the following filters:
Status: Indicates the current stage of the conversation, including New, Contact Attempted, Follow-up Needed, or Resolved. The status can be edited as needed.
Summary: Provides a brief overview of the call, including key details and the reason for a callback.
Age: Tracks how much time has passed since the call ended.
Account: Identifies the tenant account associated with the call.
Customer: Displays the customer's name, if available; otherwise, shows the phone number used to place the call.
Campaign: Shows the marketing campaign number the customer used to place the call.
Type: Displays the call classification: Abandoned, Unbooked, Excused, Booked, Not Lead.
Reason: Inherited from the call history if available. If not, then remains empty.
Voice Agent: Lists the name of the voice agent who handled the call.
Tip: For optimal results, start by filtering for a single Account. Certain filters require selecting a single account before they can be applied.
Manage Voice Agent Followup Details
After you've applied your filters, hover over the desired call and click View to access detailed information.
In the Voice Agent Follow up Details flyout that opens, you can find the following information:
Overview
Summary: The summary of the call generated by Titan Intelligence.
Status: The current stage of the conversation. To change the status, click Edit, then select one of these options, and confirm your action:
New
Contact Attempted
Follow-up Needed
Resolved
Age: The time passed since the call ended.
Call ID: The call reference ID.
Agent: The name of the Voice Agent who answered the call.
Campaign: The marketing campaign number the customer used to place the call.
Assigned to: The agent designated for future communication.
Type & Reason:
Type: The task type that indicates the outcome of each conversation. Possible options include:
Booked
Unbooked
Excused
Not a Lead
Reason: The reason detailing why there wasn't a job booked or specifying the nature of the conversation.
Customer
Phone Number: The phone number used to place the call.
Account: The name of the company (tenant) the customer reached out to. Click to open your EH network in a new tab.
Customer: The customer profile attached to the call. Click to open the customer record in a new tab.
Location: The locations associated with the call. Click to open the location record in a new tab.
Zone: The designated geographic area related to the call.
Note: If multiple matches are found, the system will notify you of a possible incorrect customer match. To update, click Change customer and select from the suggested options.
Note: Displayed information depends on call data and may differ by call. For example, if the customer account is unknown, only the number and the tenant account name appear.
Recording and Transcript
Recording: An audio file of the conversation.
Transcript: Summary or full text of the conversation, including timestamps.
Tip: Click Expand to view the full conversation or Download Transcript to save it to your computer.
Dismiss VA conversations
You can easily dismiss the conversation if you believe it can't be converted into a job.
Go to Contact Center Pro.
In the side panel, select Urgent Follow Ups > Voice Agents.
Locate the conversation you want to dismiss and click View > Dismiss.
