Give me the ability to disable caller detail verification
complete
K
Kathleen Riley
Having a caller have to listen and reconfirm everything with a live agent a 2nd time sounds exasperating. The AI says I will transfer you to an agent who will assist you but there is no assistance, it just makes the caller repeat. I would end the call if it was me. them repeat it to a person is necessary. Name and email aren't that important as long as we can call them back and their number is captured electronically as well.
Autopilot
Merged in a post:
Add Option to Disable Caller ID Phone Number Verification in AIR
M
Mario Carbajal
Currently, AIR automatically verifies the caller’s phone number by reading back the caller ID and asking, “Is the number you’re calling from the best number to reach you?”
However, this creates issues for pros who forward their inbound calls through a business line. In these cases, the caller ID always displays the pro’s business number instead of the actual caller’s number, leading to inaccurate data collection and unnecessary confusion during the call.
We’re requesting a feature that allows us to turn off or bypass the phone number verification prompt for accounts where calls are consistently forwarded. With this setting enabled, AIR would instead prompt the caller to provide their phone number directly, ensuring accurate lead information while maintaining a smooth call experience.
Justin Maxwell
marked this post as
complete
K
Katie Stock
Demarr has it disabled but here are 2 call examples, The caller requested a specific employee- but did not ask for a representative. It should have taken the caller through the instructions path.
Jorge filed another bug here https://smithai.canny.io/bugs-internal/p/human-handoff
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recently released
Justin Maxwell
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in progress
Justin Maxwell
Merged in a post:
Give the option to the pro to determine whether they want human verification
J
Jon Diller
Some pros do not want an additional step of human verification (Stiles Law as an example). There should be an option for them to toggle off in the dashboard if they are ok with some level of mistakes. For example, if they mostly care about the phone number, that is probably accurate enough for new leads without an additional human verification step. It provides a better caller experience.
Humans of course should still be available for backup if the caller requests it.
Justin Maxwell
marked this post as
planned
K
Kathleen Riley
marked this post as
candidate
Justin Maxwell moving to candidate