They missed the call when your agent attempted to contact them, but the contact called back later.
If you're working with an Outbound AI Agent, then it's safe to say there are going to be instances where the person doesn't answer when initially called. When they call back, you want to ensure there is a counterpart Inbound AI Agent.
You have two options for addressing the addition of an Inbound.
- You can utilize the script from the original agent and adjust the "Initial Message" to accommodate answering vs. initiating a call.
- You could create a basic, simple script that says something similar to, "Thanks for calling us back. I am transferring you to a rep now," for a new Inbound agent. Then, it could have a Live Transfer set up for it to forward the call on to.