We have introduced a new enhancement under the Call Settings section. Now, admins have multiple configuration options to manage how incoming calls are handled by the InsuredMine AI Voice Agent.
With this update, users can enable or disable specific call-handling preferences such as forwarding calls to AI when agents are busy, during weekends, after working hours, for unknown numbers, and more, as per their preference. This provides greater control, flexibility, and ensures that no client call goes unanswered.
Use Case: This feature ensures that admins can configure how and when the AI Voice Agent should handle calls, ensuring continuous client support even when agents are unavailable. This helps improve response time and customer satisfaction.
Note: This feature is available only for Twilio users and is not supported for other calling integration providers. Also, the calling Ability should be enabled for the InsuredMine user.
To view the enhancement:
- Navigate to the Header.
- Click on Call Log.
- You will be redirected to the Call Log Page.
- Click on Call Settings.
- You will be redirected to the Call Settings Page.
- As shown below, several new configuration options have been added under the Call Settings section.
As shown below, on the Call Settings page, an option to enable the InsuredMine AI Voice Agent when agents are unavailable or busy?
- Select Yes: the AI Voice Agent will be assigned.
- Select No: the AI Voice Agent will not be assigned.
Note: If enabled, when an agent is unavailable or busy, incoming calls will be automatically redirected to the InsuredMine AI Voice Agent. The system will also create a task and assign it to the respective agent after the call ends, ensuring proper follow-up.
- After selecting yes, a success message “Call Configuration successfully Updated appears.”
Note: This success message appears for all settings options when the admin enables the option to Yes.
As shown below, on the Call Settings page, an option to redirect agent calls on weekends to AI Voice Agent?
- Select Yes: Redirects all weekend calls to AI.
- Select No: Weekend calls not be redirected to AI.
Note: Enable this option to automatically redirect all weekend calls to the AI Voice Agent. It helps maintain client support even when agents are not available during weekends.
As shown below, on the Call Settings page, an option to redirect calls from unknown numbers to AI Voice Agent?
- Select Yes: Forward unknown calls to AI Voice Agent (not saved in the InsuredMine account).
- Select No: Don’t forward unknown calls to AI Voice Agent.
Note: The AI Voice Agent will automatically answer calls from unknown numbers that are not saved in InsuredMine. This ensures new or potential leads are managed properly and no calls are missed.
As shown below, on the Call Settings page, an option to redirect calls for specific account status to AI Voice Agent?
From the dropdown,select the preferred account status.
- Select Yes: Redirect calls based on selected account statuses to the AI Voice Agent.
- Select No: Do not redirect calls based on account statuses.
Note: This setting allows admins to select specific account statuses (e.g., Active, Inactive, or Prospect) whose calls should be automatically redirected to the AI Voice Agent. It helps customize call routing based on account status.
As shown below, on the Call Settings page, an option to redirect calls received after working hours to AI Voice Agent?
- Select Yes: Forward calls received after working hours to the AI Voice Agent.
- Select No: Do not forward calls received after working hours.
Note: Enable this setting to automatically route all after-hours calls to the AI Voice Agent. It ensures that clients receive timely assistance even outside working hours.
Note: The AI Agent’s voice now sounds more natural and human-like, offering a smoother and more engaging conversation experience for clients.
