When all agents are busy and the caller chooses to hold rather than leave voicemail, the AI engages. It identifies itself as AI, asks how it can help, grounds its answers in your KB, and offers to text the answer if the caller still wants a human.
Voice
By default, the AI speaks in a neutral professional voice. On the Business+ plan you can clone your brand voice from a 15-second sample. The cloned voice is locked to your workspace.
When it engages
Caller chose to hold, agents are still busy after 45 seconds, and the call has not been transferred. The AI never replaces a human who is ready to pick up.
Outcome tagging
When the call ends, the AI tags the outcome (resolved, transferred, voicemail). The tagged outcome shows up in the inbox and in your phone reports.