Feature Requests

Partners want the ability to suppress or disable the "couldn't find your profile but no worries" message that the Voice Attendant plays when it cannot identify a caller's profile. Currently, this message cannot be customized or turned off. The desired behavior is for the agent to silently skip this message and proceed with the call without notifying the caller, as the message serves no purpose to end users and causes confusion.

When the Voice AI agent fails to create a ticket, the failure notification email is currently only sent to admin-level users. Partners would like the ability to designate specific non-admin contacts (such as an on-call distribution address) to also receive these notifications. This would improve visibility and response time for missed calls or ticket creation failures, especially in after-hours or on-call scenarios.

Feature Summary We would like to request the addition of a "0 Out" option within the Thread Overflow / Escalation configuration section. This would allow callers to press 0 at any point during an AI-handled interaction to immediately escalate or exit to a live agent or alternate destination. Business Justification Customers who are having difficulty interacting with the AI agent can become frustrated when there is no clear or familiar escape path. A "0 Out" option is a widely recognized convention in telephony/IVR systems and would provide an intuitive self-service exit that reduces friction and improves the overall caller experience. Proposed Implementation Add a "0 Out" checkbox within the Escalation section of Thread's Overflow settings. When enabled, include a destination field to specify where the call should route when a caller presses 0 (e.g., a queue, ring group, direct number, or voicemail). The feature should be optional and non-breaking for MSPs that do not wish to use it. Expected Outcome Reduced caller frustration during AI-handled interactions. A familiar and accessible escalation path for end users. Improved containment and call routing control for MSPs.

Partners would like Voice AI to display CNAM (Caller Name) information for incoming calls. This would help identify unidentified callers whose phone numbers are not registered in the PSA, improving caller identification accuracy and reducing calls routed to the catch-all company.

Request to include the Dutch voice 'Jeroen – Clear storyteller' (VoiceID: 4b250449-c635-4b63-bd1d-b654b12ffcd4) in the Cartesia Voice AI selection dropdown. The voice has been tested and found to be pleasant, clear, and well-suited for Dutch-speaking audiences. Adding it will support ongoing local market testing, improve the experience for Dutch users, and assist in preparation for the upcoming European Voice AI launch with full multi-language support and regional compliance.

When Voice AI routes a call to the team, the original caller's phone number/ID should be displayed instead of the Voice AI auto-attendant number. This would help technicians identify the caller quicker and prioritize calls accordingly before picking up.

Allow configuration and inclusion of custom SIP headers when routing calls from Thread Voice Agents to external contact centers (e.g., Webex Contact Center). This would enable passing specific parameters (such as contact info, call reason, and categorization) seamlessly during call handoff. Ideally, this feature should support bidirectional integration, so external contact centers can also pass calls into Thread Voice Agents with SIP headers for targeted automation tasks. This would greatly enhance integration flexibility and automation for organizations using hybrid AI and traditional contact center workflows.

The Voice AI system currently cannot map multiple contacts to the same phone number, which creates awkward interactions when calls originate from shared or office numbers. This is a common scenario for organizations with many facilities, such as nursing homes, where outgoing calls often use a default number. The lack of support leads to misidentification of callers and reduces the fluidity of voice interactions. The requested feature would allow the system to recognize and correctly handle shared numbers, improving accuracy and user experience during calls.

Kelvin Rosario requests that Thread only send Teams alerts and create tickets for after-hours calls when a voicemail message is left. Currently, the system notifies and creates tickets for all calls, even those where callers hang up without leaving a message. This results in unnecessary alerts and workload for on-call technicians. Adding this feature would ensure that only actionable calls trigger notifications, improving efficiency and reducing alert fatigue.

We need to be able to provide a pronunciation guideline for our company name apparently to the voice agent, a word replacement matrix would be best so we can outline any kind of specific brand name or other thing it may commonly mispronounce and fix it, this would also be helpful for contacts names.