Call screening and gatekeepers

This article explains how the agent handles receptionists and call-screening services. It also shows how to add a rule for screening services.

Receptionists and gatekeepers

The default prompt tells the agent to not sell to a gatekeeper. The agent apologizes and asks for the right person. The agent asks up to 2–3 times. The agent collects the name, email, and phone number of the referral. Then the agent ends the call politely.

The agent decides this during the call. Outcraft does not guarantee it.

After the call, Outcraft AI classifies the call. For a gatekeeper with a referral, Outcraft creates a new lead if it finds an email address or phone number. For a gatekeeper without a referral, Outcraft skips the remaining call steps for the lead.

Call-screening services

The default prompt has no instruction for a screening service that asks for a name and a reason. The agent decides what to do during the call. Outcraft does not guarantee the result. Outcraft gives the agent no tool to press keys in a phone menu.

If the answering party says it is an AI assistant, the agent says the call is for a human and ends the call. The agent decides this too. After the call, Outcraft AI can classify the call as a phone menu or screening bot. Then Outcraft skips the remaining call steps for the lead. Other channels continue.

Tip: Add a rule for screening services. This does not guarantee the result.

1. Open Instructions.

2. Add the Additional Instructions section.

3. Write the words for the agent to say, for example the agent name and the reason for the call.

4. Publish the campaign.