Now you can route certain types of callers to a member of Smith.ai's 24/7 Live Agent Network with live agent playbook handoff. This gives you more control over how your calls are handled while maintaining the cost-efficiency of AI Receptionist.
Playbook handoff is one of four types of live agent handoff, available as an add-on for AI Receptionist. Learn more →How it works
Live agent playbook handoff can be enabled for your choice of the two primary caller types: Potential new clients & customers or Existing clients & customers. Once enabled:
- AI Receptionist will continue to answer every call
- For each inbound call, AI Receptionist will quickly identify the caller type
- Qualified callers will be routed directly to Smith.ai's 24/7 Live Agent Network, based on your settings
- One of our professional live agents will handle the rest of the call according to your call instructions
Once AI Receptionist identifies a qualifying caller type, AI Receptionist will:
Let the caller know they’re being transferred
Immediately route the call to one of Smith.ai's live agents to complete the conversation
When a call is routed to a live agent, the agent will greet the caller and lead the conversation from start to finish. There’s no back-and-forth between AI and humans — just one smooth handoff.
Reviewing live agent calls
When viewing your call summaries, the call details page will now reflect how your calls were handled, whether by AI Receptionist or a live agent. The Handled by section will read:
- AI Receptionist for standard AI Receptionist-led calls
- Live agent for human-led calls
How to enable live agent playbook handoff
Navigate to the Instructions tab from the lefthand navigation menu of your AI Receptionist dashboard
Click Configure to open the call instructions for the caller type you want to adjust: either Potential new clients & customers or Existing clients & customers
In the call instructions, under "Who should talk to this type of caller?", select Live agent
When you're done editing this playbook, scroll down to the bottom of the modal and click Save to apply your changes
On the main Instructions page, you will then see a "Live agent handles the call" badge to indicate that the selected caller type will be escalated to a live agent:
Questions? Contact us!
- If you're already a Smith.ai client and need help, please email us at support@smith.ai or call us at (650) 727-6484 for assistance.
- If you're not yet a Smith.ai client, please schedule a free consultation to get started with our AI Receptionist or email us at sales@smith.ai. We'll help you select the best plan to match your business’s growth goals and budget.
Was this article helpful?
That’s Great!
Thank you for your feedback
Sorry! We couldn't be helpful
Thank you for your feedback
Feedback sent
We appreciate your effort and will try to fix the article