When your AI assistant cannot provide an answer to a caller's inquiry, it will transfer the call according to your configured teams and routing settings. Below are the available transfer options to choose from when setting up your system, specifically for situations when the transfer goes unanswered.
If you have any additional questions or would like to change your transfer fallback plan, please contact your CSM or reach out to our support team.
1. AI Reconnect (Recommended)
This option keeps the caller engaged even when your team is unavailable.
When AI Reconnect is enabled, it replaces traditional voicemail for unanswered transfers.
- Messages taken by the AI are captured as tasks in the AI Portal, so your team manages missed calls within EliseAI rather than in an external voicemail box.
- AI Reconnect and traditional voicemail cannot be active at the same time.
Process:
- The AI assistant initiates the transfer and rings your office for a set dial duration
- If someone answers, they'll hear "press 1 to acknowledge the call" and must press 1 to connect
- If the transfer fails (rejected, no answer, or no acknowledgment), the AI assistant rejoins the call
- The AI assistant will say: "No one was available to answer the call. I can take a message for you, or is there anything else I can assist you with directly?"
- The AI assistant remains on the line and can continue to assist with other questions
- Callers can leave a message with the AI assistant, which creates a task in the AI Portal
When AI Reconnect Does Not Apply
AI Reconnect applies to standard call transfers only. It does not apply to the following transfer types, which use separate routing:
- Sequential ring escalations: Calls routed through a sequential ring protocol follow their own escalation sequence and are not reconnected to the AI.
- Emergency escalations: Emergency calls (such as emergency maintenance) are handled through a dedicated escalation process with separate voicemail behavior.
2. Transfer to Phone Line (Default)
Recommended if: Your phone line has a voicemail box or backup forwarding.
Process:
- The call is transferred directly to your phone system
- Your standard voicemail or forwarding settings handle the call if no one answers