Hand a call to an AI voice agent mid-flow
The step that turns an unanswered call into a conversation instead of a voicemail nobody listens to.
If you do one thing with AI voice, do this: put an AI call bot step underneath your Ring agents step.
Every call that currently rings out becomes a conversation. Somebody asks the caller what they need, answers what it can, books a slot if the calendar allows, and takes a message otherwise. The comparison is not against a perfect human — it is against a ringing tone, which is a very low bar to clear.
Before you start
- A call bot you have tested, with handover conditions.
- Call timings on that bot that overlap when you want it answering.
Steps
Add an AI call bot step and pick the bot
It answers from that point in the call onward, following its own instruction, voice and conditions.
Place it after Ring agents for overflow
The highest-value placement in the product. Your team gets first refusal; nothing is lost when they are busy.
Or place it first on the closed branch for after hours
Below a business hours step. The calls you miss between 7pm and 9am have a floor of zero, which makes them the safest place in your whole operation to start with AI.
Make sure the bot can hand back
The bot needs its own handover conditions. Handing a call to a bot with no way out is how a caller ends up trapped with something that cannot help them.
Check the bot's call timings
A bot outside its own permitted timings does not answer, and the call falls through to whatever is next. If there is nothing next, the caller gets silence.
Test by not answering
Ring the number and let it ring out deliberately. That is the path this step exists for, and the only way to test it is to trigger it.
Check it worked
Listen to a recording of that test call. Ask whether you would have been satisfied as the caller. Then check the call landed on the contact timeline with an outcome — the step is only working if the record is created too.
The parts people get wrong
- The bot owns its instruction, voice and functions. The flow only decides when it gets the call.
- One bot can be used by many flows, channels and campaigns. Check its Used-by list before you change it.