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Call Flow — End to End

How a Call Is Handled​

Step-by-Step​

  1. A caller dials the VoiceIQ Twilio phone number.
  2. Twilio triggers the Platform Keys webhook URL, connecting the call to VoiceIQ.
  3. VoiceIQ answers the call. The AI greets the caller using the Assistant Identity (company name, voice, greeting policy).
  4. The caller states their issue. VoiceIQ identifies the relevant Department.
  5. The AI engages the caller using the Department's System Prompt, Greeting Message, Tone, and Knowledge Base.
  6. The AI attempts to resolve the issue:
    • If an Action is configured (e.g., Ticket Creation, Password Reset, Calendly booking), it executes the action via the relevant Connection.
    • If an Escalation Rule fires (sentiment goes negative, or the topic matches a rule), a Human Handoff is initiated.
    • If the AI cannot resolve the issue and no escalation rule fires, the Fallback Action on the Routing tab determines the next step.
  7. The call ends. VoiceIQ writes a Call Log entry with the caller number, Department, duration, outcome, sentiment, and transcript.