Call Rules, Transfers & Safety

Call Rules

The Call rules card controls call limits, interruptions, human handoff, and notifications.

A read-only row shows which tools are active on calls: knowledge base, callbacks (leads), appointments, API connectors, MCP, and human transfer. You enable these in the chatbot's tool configuration; the phone channel uses the same set.

Settings

Setting	What it does	Default
Max call duration	Ends the call politely once reached.	600 s (range 60–1800)
Calls per caller per day	Spam guard, counted per phone number.	5 (range 1–100)
Interruption sensitivity	How easily a caller can interrupt (barge in on) the assistant: Conservative, Balanced, or Responsive.	Balanced
Greeting can be interrupted	Whether callers can talk over the greeting.	On
Forward to an employee	Lets the assistant hand off to a person.	Off
Fallback number	Where to transfer when no contact matches (optional, E.164 format).	—
Email notification after relevant calls	Sends a summary email after meaningful calls.	On
Notification recipients	Comma-separated addresses, up to 10.	Account owner

Transfer contacts

The assistant transfers to people from your contact directory (shared across your account). Each contact has:

Name and phone number (E.164) — required.
Department — optional.
Responsibilities — a free-text instruction telling the AI when to route to this person (up to 500 characters).

You can store up to 20 contacts. Per bot, you choose which contacts it may offer (leave empty to allow all). The assistant sees each contact's name, department, and responsibilities to decide where to route, but never reads out the phone number.

If Forward to an employee is on but no fallback number is set, the assistant only transfers when a caller's request matches a contact's responsibilities. Otherwise it offers a callback instead of dialing a dead end.

System announcements

Beyond the greeting, the assistant plays short system messages in set situations. Each has a localized default you can override under Customize system announcements: unavailable, busy, goodbye, still there, transfer announcement, max duration reached, and daily limit reached.

Safety & compliance (always on)

Two protections can't be switched off:

AI disclosure — the assistant states it's an AI, spoken right after the greeting (EU AI Act, Article 50).
Transcript consent — a transcript is stored only if the caller consents. The call itself works either way (GDPR).

Test before you go live

The Phone tab has a Test section:

Browser voice call — a real voice session using your actual voice, greeting, and tools. Uses call minutes.
Text simulator — types back and forth to check knowledge and persona. Uses your message quota instead of call minutes.

Both require an active voice plan.