Overflow Rescue
Catches callers when a transfer to your team doesn't go through, and books them a callback so nobody leaves empty-handed.
Here's the situation this one's for: the AI is on the phone with someone, they agree to talk to a person on your team, the AI tries to transfer them, and nobody's free (or the office is closed for the day). Without a plan B, that caller just hits a dead end.
Overflow Rescue is that plan B. The AI picks the call back up, owns the fact that the team's tied up, and books the caller a callback time, so they always leave with a real next step.
In the template picker, this one's called ACA Overflow Rescue.
At a glance
| Who it's for | Callers whose transfer to your team didn't connect |
| Goal | Book a callback before they hang up |
| How people get in | It picks up when a transfer attempt doesn't go through |
| Calls | No outbound calls |
| Texts | 0 |
| Escalations | None set up in the script (see "Before you use it") |
There's no automation and no Pulse (cadence) with this template, because it doesn't reach out to anyone on its own. It only works on calls that are already happening.
What the AI says
The template has one AI employee. When it picks up, the caller hears:
Hey it's me again uh, looks like the team's super busy right now um, what would be the best time for 'em to give you a call back?
From there, the AI has one job: book the callback. It jumps right into whatever the caller just said (no hello, no re-introducing itself). It has a very high tolerance for letting people go, so it doesn't argue or push.
- They give a time. It confirms it casually and books it, something like "yep tomorrow at two works, I'll get that booked."
- They give a loose time ("in an hour", "later today"). "for sure, I can set that up for you."
- They're confused ("hello?"). It repeats the offer: "yeah hey sorry about that, the team is just super busy, did you want me to just set up a time for them to call you back?"
To wrap up (booked or not), it asks:
oh hey before I let you go, do you have our number handy just in case?
If they don't, it gives them your callback number and waits for them to say they got it. Then it checks "alright well, anything else I can help you with before we go?" and signs off with "alright well I'll let you go then, take care."
It's also ready for:
- "What happened to the transfer?" "yeah sorry about that, I tried but the team is just super busy right now. wanna go ahead and set up a time for a call back?"
- Frustrated, doesn't want to schedule. "yeah no I totally get it, sorry about the wait. we can just leave it for now." No save attempt, it goes straight to the wrap-up.
- "Are you a real person?" It's straight with them: it's an AI, and it's just getting their callback locked in so a human agent can call them back.
That's pretty much the whole script. It doesn't have special handling for the office being closed, people who don't recognize your agency, scam worries, or "take me off your list," so test those if they matter to you.
Before you use it
- Have an appointment calendar ready. The whole point is booking callbacks, so make sure you've got an appointment configuration with real availability. Heads up: the script doesn't come with an escalation section, so check Employees > Escalations and test that booking actually works.
- Heads up on one script line. The script describes the AI as sounding like someone at "a Medicare or healthcare agency." Members don't hear that line, but if you'd rather it say ACA, change it in Employees.
- Check your agency info. The AI needs your agency name and callback number, plus the caller's first name.
- Test it before you count on it. See Test Your Campaign.
If you're not sure how to hook it into your transfers, reach out to your careCycle representative.
Changing any of this
- What the AI says: the Employees tab. See Edit Your AI with Employees.
- Where transfers go in the first place: see Transfer Destinations.