Overflow answering
When every line is busy, the agent picks up.
Calls ring your team first. When everyone is on a call, or a caller has waited long enough, your AI agent answers instead of voicemail. It does what it can, and hands the call to your team with a note when it needs a person.
Six calls, four minutes, three people.
Choose how many of your team are free and how long callers wait. The first calls reach your team; the agent answers the rest.
| Time | Caller | Waited | Answered by |
|---|---|---|---|
| 12:01 | Lena Park | 0:04 | Marcus ReedMarcus |
| 12:02 | (555) 017-3384 | 0:04 | Priya ShahPriya |
| 12:02 | Tom Becker | 2:00 | AIFront desk agentAgent |
| 12:03 | Grace Liu | 2:00 | AIFront desk agentAgent |
| 12:04 | Sam Ortega | 2:00 | AIFront desk agentAgent |
| 12:04 | (555) 019-2264 | 2:00 | AIFront desk agentAgent |
2 calls reach the team straight away. The rest wait in the queue, and the agent answers each one when the wait runs out.
The Call Flow behind it.
One queue, the agent behind it, voicemail behind the agent. Both of the queue's exits lead to the agent.
The queue's settings
In the app's own words. The longest wait decides when the agent steps in.
- Next call goes to
- Longest idle
- Ring each person for
- 20 seconds
- Longest wait
- 2 minutes
- Most callers waiting at once
- 10
- Wrap-up time
- 15 seconds
Back to your team, with a note.
When the caller needs a person, the agent hands the call to the team you choose. Whoever's phone rings sees a note from the agent before they answer.
If nobody takes it, the agent stays on the call, so the caller is never dropped.
Front desk agent → Front desk teamAI handoff
From Front desk agent: Water heater leaking at 9 Birch Lane. Ticket 4822 is open; he'd like someone today.
Tom Becker
(555) 018-5531
Three ways to set it up.
Pick where the agent sits. Your team always rings first.
Ring the team, then the agent
A Ring Agents step rings the people you choose. If nobody answers within the ring time, 30 seconds unless you change it, the agent picks up.Queue, then the agent
Callers wait in a Call Queue for the next free person. When the wait runs out, the queue is full, or nobody is on duty, the agent picks up.Voicemail behind the agent
If the workspace is out of AI minutes, the call takes the route you set, like voicemail. Those calls aren't billed.
Per seat.
AI minutes pooled.
Pay for your people. AI minutes are shared across the workspace; human calls and texts are included.
Starter
$24per seat
a month- AI minutes, pooled
- 60
- AI agents
- 1
Pro
$49per seat
a month- AI minutes, pooled
- 150
- AI agents
- 3
Scale
$89per seat
a month- AI minutes, pooled
- 300
- AI agents
- 10
Desk phones and your own carrier
- Human calls and texts included, fair use applies.
- AI overage 25¢ a minute.
- Billed monthly. Annual billing coming soon.
- What's in each plan
Questions about overflow.
What is overflow call answering?
When every teammate is busy or nobody picks up, the AI agent answers, instead of the caller hearing endless ringing or voicemail. Calls your team answers stay with your team.
When does the agent step in?
Where you put it in your Call Flow: after Ring Agents rings for its ring time with no answer, or when a caller has waited in a Call Queue for your longest wait, the queue is full, or nobody is on duty.
Do callers wait on hold first?
In a Call Queue, callers hear hold music until someone is free or the wait runs out. You set the longest wait, from 1 to 60 minutes. Without a queue, the agent answers when the ring time ends.
Can the agent pass the call back to the team?
Yes. It hands the call to the people you choose, with a note on what the caller needs. If nobody takes it, the agent stays on the call.
Does every call use AI minutes?
No. Only the time the agent spends on a call counts. Calls your team answers, ringing and time waiting in a queue don't.
What if we run out of AI minutes?
New calls skip the agent and take the route you set, like voicemail. Those calls aren't billed, and a call already with the agent finishes normally.
Never let a busy line ring out.
Sign up, pick your number, and add the agent behind your queue in an afternoon.