How To Use Goodcall's Operator - Directory Skill For Your AI Phone Agent
Using the Directory feature within the Operator skill, you can add contacts from your business to help your agent respond if a customer asks for someone by their name. Adding contacts is a premium feature. Your Goodcall agent will route the caller based on a workflow you define for each contact.
The caller may be:
a) Transferred to the desired contact directly
b) Asked to leave a message (which will be emailed and/or texted to the desired contact)
Note that if the contact is not available “If no answer”, you can define what action the agent will take. You define the call routing details for each contact.
The phrases that can trigger Directory are:
“Can I speak with John” |
“I want to talk to John” |
“Transfer me to John” |
Contacts
Within the Operator, in the Directory tab, you can click on +ADD CONTACT.
Note: the admin is pre-configured as the first contact with the job title: “Manager.”
Create new contact
Contact information:
Fill out the typeform by providing the following information:
First Name & Last Name (Your agent is able to handle routing requests for 2+ contacts having the same first name. In this case, the agent provides choices to the callers.)
Job Title (Your agent will use the job title whenever it needs to confirm the contact your caller is asking for "i.e. Tell me the best person to connect you with; John Smith, Manager, or John Smith, VP of Sales.") * We are working on being able to transfer by job title directly; but this is not a current capability.
Email address & Phone number
Message notification preference (There are 2 options to help notify the contacts if messages are left for them. This is how your contact will be notified when they receive a new message.)
* As soon as the contact is created, they’re notified via email that they’ve been added to the business’s Goodcall directory.
Routing details:
Once you’ve set the contact, you can add their routing details. This can be setup to perform the following 4 actions in response to your caller:
1. Transfer call (default): This action lets you talk to your customers directly when they want to speak to someone. Caller can be routed to either the personal number of the contact or the general business number.
2. Direct caller to website: If you want to route your callers to your website, you can choose this option. You can set your agent to respond to your caller who wants to speak to someone with a customized message followed by an offer to send an online link. If the caller agrees to receive the link, the agent will be able to send that as a text message.
3. Take message: You can set your agent to offer to take a message for the contact. If the caller agrees to leave a message, it captures customer information such as their name, their contact preferences (call or text) and their message. The contact is notified via the same message notification preference that you have set in their contact info.
4. Give quick answer: This action allows you to input language that you would like to communicate to your callers for when you don't want to take a message, transfer the call, or direct the caller to your site. This action will "contain" your caller within the agent experience. For example, you can say: “I can't connect to <contact name> right now, but if you tell me in a few words how I can help, I'll do my best.”
If no answer (Only configurable when contact routing details action is ‘transfer’):
If you’ve set the contact routing details action as “Transfer call”, you can configure the setting for what happens in case of no answer. This can be setup to perform the following 5 actions:
1. Take message (default): If you’d like your callers to leave a message for the contact when they are unavailable to speak, you can select this option. If the caller agrees to leave a message, it captures customer information such as their name, their contact preferences (call or text) and their message. The contact is notified via the same message notification preference that you have set in their contact info.
2. Text caller email address: You can set your agent to offer to send the contact’s email address to the caller. The agent will say a customized message followed by an offer to text the email address. If the caller agrees to receive the email address, the agent will be able to send that as a text message.
3. Transfer call: If you still want to connect your callers to speak with someone directly, in case of no answer from the specific contact, you can choose to transfer the call to the business number or another individual.
4. Direct caller to website: If you want to route your callers to your website, you can choose this option. You can set your agent to respond to your caller who wants to speak to someone with a customized message followed by an offer to send an online link. If the caller agrees to receive the link, the agent will be able to send that as a text message.
5. Give a quick answer: Using this action, you can give a customized answer and offer to provide help through the agent.