AI agents can leave voicemails using Regal's Answering Machine Detection (AMD). AMD determines whether a call was answered by a human or by a machine.
Note: If your AI agent is staffing a progressive dial campaign, voicemail behavior follows the campaign-level voicemail settings configured in the Progressive Dialer campaign setup. AMD is built into the progressive dialer algorithm, so individual AI agent AMD settings are ignored for progressive dialer calls. The instructions below apply only to AI Agents staffing power dial campaigns.
Voicemail settings for AI agents on power dial campaigns are configured in the AI Agent builder. You must opt into "Use Answering Machine Detection" to enable voicemail functionality.
Setting Up AMD for Your AI Agent
- Navigate to your AI Agent builder
- Enable the "Use Answering Machine Detection" toggle. Note: This is a billed feature - for billing questions, reach out to your Customer Success Manager.
- Configure your preferred voicemail behavior from the following options:
- Hang up: The AI agent will hang up when voicemail is detected.
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Leave a personalized message: The AI agent will deliver the personalized voicemail message that you enter in the Voicemail Message input.
- Enter the exact message you'd like the AI agent to say upon reaching voicemail.
- For personalization, you can reference contact attributes in this message using handlebars, eg. {{contact.firstName}}.
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Pre-recorded VM drop: Select a pre-recorded voicemail from the dropdown menu of available Recordings.
- Choose "Defer to Campaign Recording" to use the campaign-level voicemail setting.
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Pre-recorded voicemails are uploaded and managed via the Recordings page in Settings.
- Set your Voicemail Detection Duration: How long AMD has to decide if the call is human or voicemail.
- Default is 30 seconds. Set the duration longer to improve AMD accuracy, and shorter to get AI agents off voicemail calls faster.
- As a rule of thumb, your End Call on Silence setting (Ends the call when the agent is silent for a set amount of time) - configured in Call Settings above on the AI Agent Builder - should be longer than your Voicemail Detection Duration setting.