Where to Manage Settings
All live agent features can be enabled or disabled from your AI Receptionist dashboard in either the Call Handling or Instructions settings.
1. Caller-Initiated Escalation
What it does: Lets callers ask to speak to a human agent.
To enable escalation to a live agent:
Go to Call Handling
Locate Caller-Initiated Escalation
Check Enable routing to a human
Select Live agent
To route callers to your team instead of a live agent:
- Check Enable Routing to a Human
- Select Your team
- Choose which team member you want these calls to go to
- Click Save to save your changes
- To disable caller-initiated escalation entirely:
Uncheck the same box and click Confirm
2. Live Agent Scheduling
What it does: Live agents schedule appointments for eligible caller types, using your preferred publicly accessible booking link
To enable:
Go to Instructions
Select a caller type (e.g., Potential new client)
Click Configure
Scroll to What should we do next?
Select Schedule an Appointment
Choose Other calendar
Enter your booking form link and name
Hit Save
To disable:
Choose an integrated scheduling method (e.g. Calendly) or select an alternate action for that caller type: Transfer or End call.
3. Human Verification
What it does: A live agent verifies contact info for new callers.
To enable:
Go to Call Handling
Find Human Verification
Check Enable human verification and click Confirm
To disable:
Uncheck and click Confirm.
4. Caller Type Handoff
What it does: Routes specific caller types directly to a live agent.
To enable:
Go to Instructions
Choose a caller type
Select Live Agent
Save and Confirm
To disable:
Switch back to AI Receptionist and Save
5. Viewing Calls Handled by Live Agents
Go to the Call History page
Check “Only show calls involving live agents”
Click any call in your Call Log to view details
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