Call handling: transfers, voicemail, and recording

Behavior settings

Go to your agent's Behavior page to configure call handling.

Call recording

Toggle call recording on or off. When enabled, recordings are stored securely in Cloudflare R2 and accessible from the call detail page.

Transfer rules (escalation)

Define when your agent should transfer a call to a real person:

• Rules can be keyword-based (caller says specific words) or outcome-based (agent determines it cannot help)

• Transfers go to the escalation phone number configured on your agent

• The transfer is a warm handoff. The agent briefs the human before connecting

Make sure to set an escalation phone number on your agent. Without one, transfers cannot complete.

Voicemail

Enable or disable voicemail. When enabled:

• Callers can leave a message if the agent cannot resolve their request

• You can set a custom voicemail greeting

• Voicemail is automatically transcribed and appears in the call detail

Automated messages

Set up follow-up SMS messages triggered by events:

• Appointment confirmation after booking

• Order confirmation after capture

• Custom messages based on trigger conditions

These are sent automatically after the call ends.