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Suhana Hamzah
Business Problem:
  • As a business using Voice AI Agent to handle inbound calls, I want incoming calls to be routed to different AI Agents based on the channel so that each channel can be handled by the appropriate AI Agent
  • Currently, only one default AI Agent can be configured to answer incoming calls. This means all calls are handled by the same AI Agent regardless of which channel the call came from
  • While workflows can assign AI Agents dynamically, they cannot run before an incoming call begins ringing, so the correct AI Agent cannot be assigned in time for the call to be answered
Desired Outcome:
  • Allow businesses to configure different Voice AI Agents to answer calls based on the channel
  • Ensure the correct AI Agent is already assigned before the call is answered, so the appropriate AI Agent can handle the call immediately
Use Cases:
  • Businesses operating multiple phone numbers or accounts want each channel to be handled by a different AI Agent
  • Companies managing multiple brands or departments require different AI Agents to handle calls for each channel
  • Businesses using AI Agents for different purposes (e.g., sales, support) want calls routed to the appropriate AI Agent depending on the channel
Current Workaround:
  • Businesses must configure one default AI Agent to handle all incoming calls across channels
  • Alternatively, workflows can assign AI Agents after the call, but this does not work for answering the call, since AI assignment happens too late in the call lifecycle