FAQs
Common operational questions - how leads reach the bots, what happens on failures, drop-rate math, and live management.
This page answers the most common operational questions about running voice AI bots alongside your human call center - how leads reach the bots, what happens when a bot isn't available, how drop rate is counted, and how to manage the bots live.
New to the feature?Start with the Voice AI BOT overview, then come back here.
Getting leads to the bot
How can I connect an AI agent to the leads it dials?
An AI voice agent never points at a campaign directly. It reaches leads exactly the way a human agent does - through skill groups.
Read more about connecting an AI agent to the leads it dials
How does the Dialer decide which leads are AI candidates?
When the Dialer loads a group's leads, each lead is checked against a set of conditions.
Check the list of conditions a lead must meet to become an AI candidate
I connected an existing group of human agents to an AI bot through a skill group. What happens to the loaded leads?
Mixing humans and AI agents in the same skill group / group is the normal setup.
Read more about how the group's AI-qualified leads (right country, not assigned, not no-ratio) are shared between human agents and AI bots
How can I set up a new group where the AI bot always speaks first, and humans only take transfers?
The default outbound flow is "Bot qualifies first, human closes".
Read more about how the outbound flow is defined
When things go wrong
What happens when a lead is a candidate for AI but no bot is available?
There are two different situations when a lead is a candidate for AI but no bot is available.
Read more about situations when a lead is a candidate for AI but no bot is available
What happens when the vendor call to the AI bot fails?
The Dialer follows the specified flow to resolve the issue when the vendor call to the AI bot fails and, as a result, the lead is not dropped immediately.
Read more about how Dialer escalates the flow in the situation when the the vendor rejects or fails the bot's call leg
Drop rate & reporting
How is drop rate calculated when AI bots are part of the shift?
An answered predictive call that was connected to nobody - no human agent and no AI bot ever joined - is considered as a drop and calculated exactly like in a human conversation.
Read more about how drop rate is calculated when AI bots are part of the shift
Can I tell in Call Records whether a call was handled by a bot?
In Call Records, bots set lead statuses through the campaign's normal status flow (via their disposition webhook/tools).
Read more about how to tell whether a call was handled by a bot or a human
Managing Bots live
How can I manage AI bots on the Realtime page?
You can manage AI bots in the AI Bot Flows dialog.
Read more about managing AI bots on the Realtime page
Updated 10 days ago