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  3. Voicemail Detection Issue & "Leave a Message" Handling Protocol

Voicemail Detection Issue & "Leave a Message" Handling Protocol

Overview

Clients have reported an issue where the AI assistant prematurely hangs up on inbound calls. This behavior is triggered when the system mistakenly classifies the call as having reached voicemail, particularly when the caller expresses intent to "leave a message." This documentation outlines the cause, mitigation steps, and the appropriate handling protocol for messages to prevent unintended call termination.

Issue Description

Observed Behavior:
Inbound calls are terminated unexpectedly when the AI detects that the call has reached a voicemail. This often occurs when the caller states they wish to "leave a message."

Technical Cause:
The feature “Enable Voicemail Detection and Message” interprets any phrase resembling a voicemail prompt (e.g., “leave a message”) as a signal that the call has been forwarded to voicemail, prompting the AI to hang up.

Resolution Steps

To resolve this issue:

  1. Navigate to Assistant Settings

    • Go to the relevant assistant's configuration panel.

  2. Disable Voicemail Detection

    • Scroll to the “Call Settings” section.

    • Locate the option “Enable Voicemail Detection and Message.”

    • Turn this setting OFF.

  3. Save Changes

    • Ensure that after toggling the setting, you click “Save Changes.”

    • Failing to save will result in the change not being applied to the database.

Optional Enhancement

Add a custom response behavior for “Leave a Message” using the assistant configuration.

Example Prompt Configuration:

## Leave A Message Protocol
Use this protocol if the user wants to leave a message. If the user wants to leave a message, it does not mean to end_call or transfer. When a user wants to leave a message, the user means they would like to leave a message with you.

1. Affirm the user's action and tell the user to go ahead when they are ready.
2. Once the user has finished, ask the user if they would like to add anything else to the note.
3. If the user doesn't have anything else to leave, call the tool create_note to leave the note on behalf of the user. Then politely end the call.

Example Conversation Flow:

Caller: I just wanted to leave a message.
AI: Of course, go ahead whenever you're ready.

Caller: Let the team know I’ll be late to the appointment on the 17th.
AI: Got it. Would you like to add anything else to the note?

Caller: Nope, that’s all.
AI: Noted. I’ll pass that along to the team. Have a great day.

Troubleshooting Notes

  • Confirm that voicemail detection is OFF on all relevant sub-accounts.

  • Ensure configuration changes are saved; unsaved changes will not propagate to the backend database.

  • If the issue persists after these steps:

    • Verify JSON formatting in Tools / Peripheral Settings.

    • Collaborate via bot session link to review configuration integrity.

    • Delays may occur in database updates; allow time before re-testing.

Additional Support

If the problem continues despite following the above steps, share your bot collaboration session link with a technical support contact for further assistance.

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