How to take messages with an AI voice agent
An AI voice agent can take a phone message the way a good receptionist does: ask who is calling, what they need and how to reach them, then repeat it back.
Step 1. Decide when the agent takes messages
Messages make sense when your team is busy, when you are closed or when the person the caller wants is not available. Say this clearly in the agent instructions.
Step 2. List the details you need
Name, phone number, the reason for the call and how urgent it is. Add anything specific to your business, such as an address or an order number. Keep the list short.
Step 3. Ask one question at a time
Callers answer better when the agent asks for one thing, waits, then moves on. Our guide on capturing caller details covers this.
Step 4. Repeat the message back
Tell the agent to read the name and number back to the caller and ask if they are right. This catches most mistakes.
Step 5. Say what happens next
Have the agent tell the caller when they can expect a reply, using wording you are comfortable with, such as "someone will get back to you".
Step 6. Decide where messages go
Messages are saved in the call transcript, so your team can read them. Check which integrations you have connected in the dashboard before promising a particular delivery method.
Step 7. Handle urgent messages differently
If a caller says it is urgent, the agent can offer a transfer or a callback instead of a message. See our guides on human handoff and urgent calls.
Step 8. Test and review
Call your agent, leave a message and read the transcript. Fix anything that was missed or asked twice.
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 an AI voice agent take a message when I am closed?
Yes. It can answer at any hour and record the caller's details and reason for calling.
What details should the agent collect?
At least name, phone number and reason for the call. Add urgency or anything your team needs to reply.
Where can I read the messages?
In the call transcript. Review transcripts regularly to see what callers are asking.
Related
- /blog/how-to-capture-caller-details-with-an-ai-voice-agent
- /blog/how-to-handle-callback-requests-with-an-ai-voice-agent
- /blog/how-to-hand-off-ai-voice-agent-calls-to-a-human
- /blog/how-to-review-ai-voice-agent-call-transcripts
- /pricing