V20 Update 10 (Build 1694), AI Agent type Receptionist, OpenAI Realtime.
When the caller asks for a person and the transfer fails because the extension is unavailable, the agent always says something like: "I couldn't reach X. Would you like voicemail, a chat message, an email, or should I connect you to another department?"
Our company does not use voicemail. Voicemail is disabled on the extension (VMEnabled = false) and on the agent itself, and the system prompt explicitly forbids offering it, but the agent still says it. We even rewrote the "Unreachable Destinations" and "Fallback" sections of the template. The first sentence after a failed transfer seems to be imposed by the platform's transfer tool.
Questions:
1. Is there a setting to remove the "Transfer to Voicemail" tool for an AI Agent?
2. Can we force "Take Message" (chat) only, or customize what the tool tells the agent after a failed transfer?
3. Is the fixed text after a failed transfer configurable?
Thanks!
When the caller asks for a person and the transfer fails because the extension is unavailable, the agent always says something like: "I couldn't reach X. Would you like voicemail, a chat message, an email, or should I connect you to another department?"
Our company does not use voicemail. Voicemail is disabled on the extension (VMEnabled = false) and on the agent itself, and the system prompt explicitly forbids offering it, but the agent still says it. We even rewrote the "Unreachable Destinations" and "Fallback" sections of the template. The first sentence after a failed transfer seems to be imposed by the platform's transfer tool.
Questions:
1. Is there a setting to remove the "Transfer to Voicemail" tool for an AI Agent?
2. Can we force "Take Message" (chat) only, or customize what the tool tells the agent after a failed transfer?
3. Is the fixed text after a failed transfer configurable?
Thanks!
