Human agent call step
Automation is great for drafts, tags, and messages. Sometimes a person must speak with the customer — collections, complex support, or a warm transfer after AI qualification. The Human agent call step hands that contact to the dialler so an available agent can take the call.
What this step does
Section titled “What this step does”In the spinner builder, add Human agent call (channel category). For each row, the runtime uses the configured phone column (usually your metadata phone field) and routes work through the dialler for a human agent.
It is not the same as:
| Step / feature | Difference |
|---|---|
| Voice / AI bot call | Automated voice bot via a telephony gateway |
| WhatsApp / SMS / Email | Messaging channels, no live voice agent |
| Dialler desk alone | Agents work lists manually; this step pushes work from a pipeline |
src/assets/screenshots/37-human-agent-call.pngWhy use it in a spinner
Section titled “Why use it in a spinner”Typical patterns:
- AI qualifies, human closes — AI agent step drafts or scores, then Human agent call for live conversation
- Retry with a person — after messaging dispositions like “callback requested,” branch to a human call
- High-value accounts only — decision branch sends VIP rows to agents, others to WhatsApp
Publish the spinner after you add the step. Agents must be set up on the dialler with presence; otherwise there is nobody to receive the work.
Prerequisites
Section titled “Prerequisites”| Requirement | Why |
|---|---|
| Phone metadata field | Step needs a phone column on each row |
| Dialler / telephony configured | Gateways, trunks, extensions under Integrations |
| Agents with dialler permission | Agent or Supervisor (or extended roles with dialler agent access) |
| Presence available | Agents set themselves available on the agent desk |
| Runtime running | Same as any job |
See Dialler overview and Presence & live calls.
How operators experience it
Section titled “How operators experience it”- You Run now (or a trigger starts the job).
- Rows reach the Human agent call step.
- Available agents receive work through the dialler experience (including the inbound / live call UI when configured).
- Outcomes and timing still land on Jobs / Records for the run; use the journey if a row failed before routing.
Admins who are not agents do not receive live call events unless they are also set up as agents (extension + presence).
Configure the step
Section titled “Configure the step”In the builder:
- Add Human agent call.
- Set Phone column to the metadata field that holds the number (for example the field named phone).
- Connect it in the step order (often after AI or messaging, or on a decision branch).
- Publish, then run a small test table first.
Avoid putting Human agent call on every row of a huge list unless your agent team can absorb the volume.
Success looks like
Section titled “Success looks like”- Test row reaches an available agent
- Agent can complete the live conversation from the dialler UI
- Record shows a sensible outcome / status for the run
- Unavailable agents do not silently “succeed” the whole campaign — you notice queue / presence issues early
Common problems
Section titled “Common problems”| Symptom | Likely cause | What to do |
|---|---|---|
| Nothing rings | No agent available / presence offline | Agents set available on the desk |
| Step errors on phone | Missing or bad phone metadata | Fix data; include phone in metadata fields |
| Admin never gets calls | Admin is not an agent | Assign Agent role and dialler setup |
| Old routing after edit | Spinner not republished | Publish again |
| Telephony failure | Gateway / trunk not configured | Check Integrations / telephony with your admin |