Hi everyone, we're back with an update for AI calling agents, making them smarter, more helpful, and easier to work alongside your team. So, let's take a look at what's new.
First up, and this is a really powerful one, we've significantly upgraded how AI calling agents collect customer data. Inside the agent instructions, simply tap forward slash to quickly insert sales message or CRM fields you want the agent to collect. You can add as many fields as you want and the agent will intelligently skip any fields that are already populated. So conversations stay natural and efficient. But here's the really cool part. You can control not only what information gets collected, but also how and in what order the agent collects it. For example, if you run a residential window cleaning business, you can first have the agent confirm whether the caller is residential or commercial. Then only if they say residential, the agent can continue by collecting details like the number of rooms and the property address while completely skipping those questions for commercial callers. This makes conversations feel much smarter and far more personalized.
Next, we added a much smoother way to hand calls off to your team when needed. You can now enable human escalation directly in your agent settings. With this turned on, if the AI can't confidently answer a question or the caller simply asks to speak to someone, the call can automatically transfer to a member of your team. This gives you the best of both worlds. AI handling routine conversations while your team steps in only when needed.
Your AI calling agent can now automatically send text messages during or after a call. Inside the new action section, you can configure messages to send automatically like booking links, confirmations, addresses, or follow-up information. You can trigger these messages based on specific topics mentioned during the conversation or simply send them automatically once the call ends. It's a great way to continue the customer journey without any manual follow-up from your team.
And finally, we've improved visibility into AI handled calls. Inside the calls dashboard in Analytics, you can now track exactly how many calls were answered by AI agents alongside your broader calling metrics. And for a more detailed view, the call log section now includes a dedicated view for calls handled by AI. From there, you can quickly scan through conversations, listen to recordings, and monitor the quality of your agents over time. These updates are all about making AI calling agents a helpful extension of your team. Try them out today and thanks for watching.
