Call Handling overview

Call Handling is where you decide when structured qualification should begin and what action your agent should try after a result.

Four separate decisions

1. Qualification controls whether structured questions are used.
2. Outcomes define the ordered actions for qualified and not-qualified results.
3. Handoff prepares destinations and availability for live connection.
4. Message taking defines what to collect when a message is the right next step.

Treat these as separate capabilities. An outcome can reference an action only when that action is ready for your workspace.

Start with normal reception

Qualification is optional and can remain off. When it is off, calls continue through normal reception while the saved qualification setup remains available for later review.

Enable qualification only when you have:

• a clear reason to classify callers;
• simple, ordered criteria;
• intentional entry methods;
• tested outcomes.

One successful action per result

Outcome actions are ordered. Your agent tries the first available action and stops after one succeeds. Backups are used only when the earlier action is unavailable or does not complete.

Build the configuration in Agent Center, save it, and test each branch with a new call.