Configure fallback actions for the IVR agent

You can configure the AI agent (agent) to handle situations where the customer can't reach the Interactive Voice Response (IVR) agent or when there's a system or network failure. Instead of the call dropping abruptly, the IVR system informs the customer about the issue before hanging up or transferring them to a representative.

Manage call fallback actions

To manage IVR agent call fallback, update the agent settings in the voice workstream as follows:

1. In the Bot section, select Edit to open the Edit bot pane.
2. Choose one of options:
   • Prompt and hang-up: The system plays a default message and ends the call.
   • Prompt and transfer to external number: The system plays the default message and then transfers the call to an external number that you enter in the External phone number field. Use the E.164 format, with a plus sign (+) followed by the country code and phone number.
   • Prompt and escalate: The system plays the default message and then connects the call to a customer service representative (service representative or representative).
   • Wait Music and Escalate: The system plays wait music and then connects the call to a service representative.
3. Select Save.

Instead of the default message, the system plays the wait music or custom messages if you configured them.

View failed calls for AI agents

You can use the out-of-the-box Fallback calls metric in the Omnichannel historical reports bot dashboard and Omnichannel real-time analytics report to view the number of conversations that were initiated by the customer but couldn't be connected due to system challenges. Learn more in Customize the bot dashboard