How to handle press and media calls with an AI voice agent
A reporter on deadline does not want a menu or a long hold. Give your AI voice agent a short path that captures the essentials and gets the request to whoever speaks for your business.
Why these calls need their own path
Press calls are rare, but they are time sensitive and the stakes are higher than a normal inquiry. A careless answer can end up quoted. A missed call can mean a story is written without your side. The agent should never comment on your behalf, yet it should never leave the journalist feeling ignored.
What reporters usually want
A statement on something that happened, an interview with the owner, a quote for a local piece, a fact check, or the right email for press requests. Some are bloggers or podcast hosts rather than newsroom staff. Treat them all with the same short process.
Decide who speaks for the business
Name one person, even if that is the owner. Write in the knowledge base that the agent does not give opinions, figures or comments on any event, and that it passes every media request to that person.
What to capture
Name, outlet or channel, the topic, the deadline in their own words, a phone number and an email. Ask whether it is a request for comment, an interview or a fact check, because each is handled differently.
Mistakes to avoid
Letting the agent confirm or deny a rumor. Promising a callback by a time nobody has agreed to. Treating an unknown outlet as spam without logging it. Sending these messages to a general inbox where they sit for days.
Flag the deadline
Have the agent repeat the deadline back and mark the message as time sensitive for the person who handles press. That one detail is what a reporter notices.
Example: a request for comment
Caller: Hi, I'm writing a piece for a local paper and need a comment from the owner by four o'clock.
Agent: Thanks for calling. I can't comment on the business myself, but I can get your request to the right person right away. Could I have your name and the outlet?
Caller: Daniel Reyes, from the evening edition.
Agent: Thanks, Daniel. What's the topic, and is four o'clock today your deadline? And what's the best number and email to reach you?
What it costs
InfiVoice bills by credits and one credit equals 60 seconds of call time. The Free plan includes 100 credits. Pro costs $79 per month and includes 250 credits.
Frequently asked questions
Should the agent ever comment to the press?
No. Write that into the instructions and have it pass every request on.
Can I tell it to treat press calls as urgent?
Yes. Describe the rule in the instructions and route those messages to a named person.
What if the caller will not say which outlet they are from?
Have the agent take their details anyway and note that the outlet was not given, so your team can decide.
Where do I send the details?
To the person who speaks for the business, not the general inbox.
Related
- /blog/how-to-take-messages-with-an-ai-voice-agent
- /blog/how-to-route-calls-for-a-specific-person-with-ai-voice-agent
- /blog/how-to-handle-urgent-calls-with-an-ai-voice-agent