This is a Status Automation feature request. Status Automation is not an option in the feature request Category drop down menu.

Request Details:

Add a Voice AI status automation event that fires when the caller ends an inbound call before the Attendant, Overflow agent, or a technician has ended it.

Current behavior Under Admin → Automation → Status automation → [board] → Voice AI, status can be set when:

The Attendant answers an inbound call

The Attendant ends the call

The Overflow agent answers or ends the call

A technician answers a transferred call

A technician ends an inbound call

If the caller hangs up while the Attendant is still engaged, none of the "ends" events fire.

Impact

We set "Attendant agent answers an inbound call" to Magic Agent Engaged, and an Inbox View of that status shows the team which calls are in progress.

The Attendant ending the call moves the thread to Ready for Technician, which feeds a second View used for dispatch, indicating the call is completed and is ready for continued service.

When the caller ends the call, the thread stays in Magic Agent Engaged indefinitely. It never reaches the dispatch View, so it can be overlooked and neglected.

Flows can't work around this. They are event-driven with no time-based triggers, and a flow keyed on thread activity could change the status during a live call.

Requested change Add a Voice AI event such as "Caller ends the call" (or "Call ends without agent completing") with a "Set ticket status to" dropdown like the other events.

Ideally it applies once the call recap is on the thread, consistent with the other "ends" statuses.

Example board: Sandbox - CBCMTC - Service Desk