Call Screening
Find out how you can screen unwanted calls using our platform.
Overview
Efficient call management is essential for ensuring that your team focuses on high-value interactions and avoids unnecessary disruptions. Our platform allows you to implement call screening by instructing your AI agent to gather information from callers before deciding whether to transfer the call.
Call screening helps protect your team's time, enhance productivity, and improve customer service by ensuring legitimate callers receive appropriate attention while filtering out unsolicited or irrelevant calls.
Prerequisites: This guide requires basic knowledge of the Transfer Calls tool. Visit the Call Routing guide for more information.
How Call Screening Works
Our AI agent uses customizable instructions to screen calls effectively through a four-step process.
Call Screening Process
Click on decision buttons to see different outcomes
Caller Connects
AI agent answers the call
Gather Information
Collect caller details
Evaluate Call
Assess against criteria
Make Decision
Transfer or handle
Action: Agent greets caller professionally
Define Screening Criteria
Identify which calls should be transferred versus those that can be handled by the AI agent or politely declined.
Screening Criteria Examples
Desired Callers
- Current clients needing support
- Potential customers requesting information
- Business partners with scheduled appointments
- Vendors with important updates
- Referrals from existing clients
Action: Transfer to appropriate team member
Non-Priority Callers
- Unsolicited sales pitches
- Survey requests
- Cold callers without clear purpose
- Robocalls or automated messages
- Non-business related inquiries
Agent Response Examples
Craft professional and courteous responses for different screening scenarios.
Gathering Information
"Good morning! Thank you for calling. May I ask who's calling and how I can assist you today?"
Valid Caller - Transfer
"Thank you for providing that information, [Caller Name]. I'll connect you to our support team now."
Non-Priority - Decline
"Thank you for reaching out. We handle all solicitation inquiries via email. Please send your information to [email protected]."
Handling Objections
"I understand you'd like to speak with someone directly. May I take a message and have the appropriate person reach out to you?"
Common Use Cases
See how call screening can be applied in different scenarios.
Screening for Sales Calls
Instruction:
If the caller is from a sales or marketing company offering services, inform them that we do not accept unsolicited proposals over the phone and politely end the call.
Agent's Response:
"Thank you for considering us, but we handle all proposals through our website. Please submit your information there. Have a great day."
Verifying Client Identity
Instruction:
Ask the caller for their client ID or account number. If they cannot provide it, offer to assist with general inquiries but do not transfer to a team member.
Agent's Response:
"May I have your client ID to better assist you? If you don't have it, I'd be happy to answer any general questions you might have."
Prioritizing Urgent Calls
Instruction:
If the caller indicates that the matter is urgent and relates to an existing project, transfer the call immediately to the project manager.
Agent's Response:
"I understand this is urgent. I'll connect you with our project manager right away."
Best Practices
Be Clear and Polite
Ensure the AI agent communicates respectfully, maintaining a professional tone throughout the interaction.
Standardize Information
Determine specific information to collect: caller's name, company, purpose, and any relevant IDs or account numbers.
Handle Objections
Equip the AI agent with responses for when callers push back or refuse to provide information.
Regular Reviews
Monitor call logs and gather team feedback to continuously improve your screening process.
Additional Tips
- Maintain Positive Experience: Even when not transferring, ensure callers feel heard and respected.
- Protect Sensitive Information: Only provide details after confirming the caller's identity.
- Combine with Other Tools: Use CRM notes to document calls and email notifications to alert team members.
Enhance with Additional Tools
Create CRM Note
Document call details for future reference
Send Email
Alert team about important messages
Webhooks
Verify client IDs in external systems
Summary
By effectively utilizing call screening through your AI agent, you can:
- Optimize team efficiency by filtering out non-priority calls
- Improve call quality by ensuring only relevant calls are transferred
- Enhance professionalism with consistent caller experiences
- Protect your team's time for high-value interactions
Implementing call screening involves defining clear criteria, writing precise instructions, and customizing the agent's responses. Regular monitoring and adjustments help maintain an effective screening process that adapts to your business needs.