This guide explains how to customize AI Employee behavior when an outbound call reaches a voicemail.
Behavior instruction attribute
Newo.ai allows you to define specific instructions for the AI Employee when it detects a voicemail during an outbound call.
To configure this behavior:
Navigate to the Builder > Attributes or the Portal > Settings > Agent tab.
Locate the attribute
project_representative_agent_voicemail_detection_behavior_instruction.Enter your instruction text in the value field.
Save the changes.
Example instruction
You can instruct the agent to leave a specific message. For example:
"Leave a brief message including the business name and phone number and say goodbye."
❗❗ IMPORTANT
If you want the agent to hang up immediately after leaving a voicemail, you must instruct the agent to say "goodbye" in your instruction. Otherwise, the agent may stay on the line for approximately 30 seconds due to an extra fallback timer.
Adjust timeout settings
If your voicemail instruction requires the agent to speak for a long duration, you may need to adjust the call timeout settings to prevent the call from cutting off prematurely.
Signs that the timeout needs adjustment include the agent not finalizing its speech or hanging up while only halfway through a sentence.
To adjust the timeout:
Locate the attribute
project_attributes_setting_voice_stop_call_timeout.Increase the value to accommodate the length of the expected voicemail message.