Call Handling overview
Call Handling is where you decide when structured qualification should begin, which actions should follow a result, how live handoff is prepared, and whether callers can leave messages.
The structured qualification flow
Section titled “The structured qualification flow”Qualification follows one understandable path:
Normal reception → qualification entry decision → ordered criteria → qualified or not-qualified result → configured outcome
Each part answers a different question:
| Part | Decision it controls |
|---|---|
| Entry methods | When the structured qualification flow begins |
| Criteria | Which two or three questions are asked after entry |
| Pass rules | Whether the collected answers produce a qualified or not-qualified result |
| Outcomes | Which prepared action is attempted after that result |
Enabling several entry methods creates several ways into the same ordered criteria. It does not duplicate the questions or create competing qualification flows.
Four tabs, four separate decisions
Section titled “Four tabs, four separate decisions”- Qualification controls whether structured questions are used, how callers enter that path, and which criteria are asked.
- Outcomes defines the ordered actions for qualified and not-qualified results.
- Handoff prepares destinations, availability, and fallback behavior for a live connection.
- Reception contains the independent Take messages control.
Treat these as separate capabilities. An outcome can use an action only when the related feature is enabled and ready for the workspace.
Start with normal reception
Section titled “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;
- two or three simple, ordered criteria;
- intentional entry methods; and
- tested outcomes.
Message Taking is also optional and is off by default for a newly configured workspace. Turn it on in Reception only when callers should be able to leave a follow-up request. When it is off, historical messages remain in Inbox and other configured call paths continue unchanged.
One successful action per result
Section titled “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.
Recommended setup order
Section titled “Recommended setup order”- Decide whether normal reception alone is enough.
- If callers should leave messages, configure Message Taking and test it directly.
- Prepare Calendar & Booking or Live handoff before placing either action in an outcome.
- Add qualification only when the business decision requires it.
- Test every enabled primary action and its unavailable fallback with a real call.
For an end-to-end campaign setup, see Start qualification from your greeting. For intent-based entry during an ordinary conversation, see Route qualification by topic.