Feature Requests

We have a name for our chat agent and would like the voice agent to also have the same name so that in external locations outside of our PSA the name would follow through. For instance in our portal the "Agent" that responds to a ticket is named as a tech so by naming our PSA resource as the human sounding name we use for our chat agent then anything the voice agent does will translate to using that same name which humanizes the agent even if it introduces itself as an AI agent

The default hold music will put someone to sleep. We'd like to be able to upload our own hold music selection.

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.

I know the phone transcription is in Thread but I think the PSA should be able to get a full copy of the voice transcription, maybe this could be a toggle or something as an option for those who don't want this but I think having the transcription in the ticket in the PSA would be super helpful with a link to the recording in thread.

AT insight should include a button to get to the voice recording. I think there should also be an internal note posted by the agent that there was a voice recording on the ticket so that users from the AT side are not effectively loosing out on possible information if they don't have access to thread.

Add phone recordings into the ticket

I would like to have a voice agent that we could direct our phoneline to so that we could handle calls the same way as other input channels. Ideally the phone channel would allow a couple of transfer options for Support/Sales/Emergency/Billing so that we can direct where the call goes ideally with the ticket number passed verbally to the person who picks up the phone if at all possible.