Overflow Rescue
Picks the caller back up when a transfer can't reach anyone on your team, and books them a callback so nobody leaves the call empty-handed.
Here's the situation this one's for. The AI is on the phone with a member, the member says yes to talking with someone on your team, the AI tries the transfer, and... the line's busy. Without a plan for that, the caller just hangs there. Overflow Rescue is the plan. It picks the caller back up, owns the wait, and books a time for your team to call them back.
It's not an outreach campaign. It doesn't call or text anybody on its own. It only talks to people who were already on the line.
In the template picker, this one's called MA Overflow Rescue.
At a glance
| Who it's for | Callers whose transfer to your team didn't go through |
| Goal | Book a callback time so they leave with a real next step |
| How people get in | Nobody's added. It picks up the caller after a transfer doesn't connect |
| Calls | 0 outbound |
| Texts | 0 |
| Escalations | Appointment |
What the AI says
The campaign comes with one AI employee, and booking a callback is its whole job. It opens with:
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 it just responds to whatever they say. No hello, no re-introducing itself.
If they give a specific time, it books it and moves on: "yep tomorrow at two works, I'll get that booked." If it's a loose time like "in an hour" or "later today," it says "for sure, I can set that up for you."
If they're confused ("hello?"), it re-sets the scene:
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?
Wrapping up. Whether it booked a time or they bailed, it asks:
oh hey before I let you go, do you have our number handy just in case?
Then it waits for an answer. If they need it, it reads them your agency phone number and waits for them to say they got it. Then it asks "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 the stuff people say here:
- "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?"
- They're annoyed and don't want to schedule. No fighting it: "yeah no I totally get it, sorry about the wait. we can just leave it for now." Then it goes to the number question and wraps up.
- "Are you a real person?" It's straight with them, yeah, it's an AI, and it's just getting their callback time locked in so a person can call them back.
The cadence
There isn't one. The Pulse has no calls or texts, because this campaign never reaches out on its own. Everything happens on the call the member was already on.
Before you turn it on
- Set up your appointment configuration so the AI has real times to offer. See Appointment Settings.
- Check your agency info. It needs your agency name and phone number.
- Test it. See Test Your Campaign.
Changing any of this
- What the AI says: the Employees tab. See Edit Your AI with Employees.
- Which calendar it books on: Appointment Settings.
- Where transfers go in the first place: Transfer Destinations.