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How to handle urgent calls with an AI voice agent

InfiVoice ยท 2026-11-14

Urgent calls are the ones you cannot afford to miss. With clear rules, an AI voice agent can recognize them, stay calm and move them to the right person quickly.

Step 1. Define what counts as urgent

Write a short list for your business, such as a burst pipe for a plumber or a no-heat call for an HVAC company. If it is not on the list, it is routine.

Step 2. Tell the agent how to spot it

Give a few example phrases callers use. The agent can also ask one plain question, such as whether the problem needs attention today.

Step 3. Collect only the essentials

For urgent calls, ask for name, callback number and location first. Save the longer questions for later. Our caller details guide helps you decide what to collect.

Step 4. Set the handoff

Decide who gets the call and how. Route urgent calls to a person right away, with a fallback if nobody picks up. Our handoff guide covers the options.

Step 5. Handle real emergencies safely

If a caller describes a danger to life or safety, the agent should tell them to contact local emergency services first. Put this rule at the top of your instructions.

Step 6. Keep the voice steady

Choose a calm, reassuring tone and short sentences. Our tone guide can help.

Step 7. Test with realistic calls

Call the agent with urgent and routine scenarios and listen for mistakes in either direction. Our testing guide shows how.

What it costs

InfiVoice bills in credits, and one credit equals 60 seconds of call time. The Free plan includes 100 credits. Pro costs $79 per month with 250 credits.

Frequently asked questions

Can the agent tell when a caller is stressed?

It can follow the cues you describe, like specific words or a request to speak to someone now. Write those cues into the instructions.

What if nobody answers the transfer?

Set a fallback, such as taking a detailed message and promising a callback within a timeframe you can keep.

Should urgent calls use a different greeting?

Usually not. Use the same greeting, then switch paths once the agent recognizes the urgency.

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