After-hours coverage
Handle enquiries when the team is away and prepare the next response.
Your template, version and language follow you into agent setup.
THE CONVERSATION DESIGN
Useful from the first draft.
- 01
welcome
Collect the details needed for the next step and handle incomplete answers.
- 02
assist
Use your business instructions and context to handle the conversation, with clear limits and a human fallback.
- 03
reply
Set a clear expectation and guide the caller to a useful next step.
- 04
next
Collect the details needed for the next step and handle incomplete answers.
- 05
handoff
Pass the request and relevant context to your configured human destination.
CHALLENGE IT BEFORE YOU LAUNCH
Start with these tests.
A useful workflow includes the difficult conversations, too.
- Urgent request
- Caller declines callback
- Holiday-hours question
Experience the conversation first.
Explore the relevant demonstration, then return to the same workflow and language.