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← Phase 2: Overflow & After Hours
See the latest Voice AI updates in the changelog.
Concept Deploying the main phone line AI in a staged approach. You begin with a “silent” mode to test connectivity and infrastructure before allowing the AI to speak and route calls. Value This “Walk, then Run” strategy mitigates risk. It allows you to verify that audio recording, transcription, and routing are working perfectly without disrupting the client experience. Once verified, you can switch to full AI with confidence. Use Cases Minimal Attendant:
  • Send calls directly to technicians and have tickets automatically created and calls transcribed (contact mapping through phone number only)
  • Add Overflow: If no one is available, you can turn on send to overflow to record the issue in the ticket for a warmer call back
Advanced Attendant:
  • Map the contact by name and company as well as phone number, create a ticket, understand the issue, and forward to the technician for a warm hand off (IVR options available)
  • Add Overflow: If no one is available, you can turn on send to overflow to record the issue in the ticket for a warmer call back

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How to Get a Number

1

Go to the Attendant tab

Go to the Attendant tab
2

Request a number

Click Request Number, select your country, and confirm
3

Find your new number

Your new phone number will be displayed in the settings

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Mode Comparison Table

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Configure Your Attendant Mode

Tip Start here. This allows you to ‘Walk’ before you ‘Run’. This is the option most partners start with to get familiar with the workflow and achieve the fastest value.

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Configuration Steps

1

Select Minimal AI Mode

In the Attendant tab, select Minimal AI Mode
2

Understand the behavior

Behavior: The AI stays silent. It simply passes the call through to your team while recording and transcribing the audio in the background
3

Set the Call Queue Extension

Call Queue Extension: Enter your ring group/technician line number so the AI knows where to send the call
4

Set the Call Timeout

Call Timeout: Edit how much time we attempt to reach a technician before letting the caller know that no one is available (minimum recommended time 120 seconds)
You can set up your Attendant to route to Overflow to take a message if no technician picks up the call after the timeout duration.To enable:
1

Enable the Overflow toggle

Enable the Use Overflow when no one is available toggle
2

Add a custom transfer greeting

Set up a custom greeting for this use case for a more seamless transfer between the agents
Suggested greeting:
“Let caller know that all team members are currently busy and that you will be collecting more information about their issue to create a support ticket. Let them know they will receive a call back from the team.”

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Select Default Board and Source

Set your default board and source. Ideally you have created a unique Source in your PSA called “Voice AI” (or similar) as recommended in Phase 1.Click Save!Test Your Agent
Warning: Testing is mandatory before connecting to your phone system
Testing Steps:
1

Call the agent number

Call the agent phone number directly
2

Do about 5 test calls

Do approximately 5 test calls to verify the agent is working
3

Review transcripts and tickets

Review each call transcript and ticket creation
4

Note unexpected behavior

Note any unexpected behavior to review with your CSM
5

Connect to your phone system

When you are confident in your agent, proceed to connect it to your phone system
Expected Call Flow:
  • Caller dials the number
  • Caller hears hold music
  • Call is transferred to your technician line/queue
  • Ticket is created in the background with call recording and transcript
  • If no answer within timeout period and Overflow is enabled: caller is transferred to Overflow agent

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Connect to Your Phone System

Once you have tested your agent thoroughly and are confident it’s working correctly, you can connect it to your phone system.
For phone-system-specific forwarding instructions (RingCentral, 8x8, Microsoft Teams, Cisco, Mitel, BVoIP/3CX), see the separate Phone System Forwarding Instructions document.
General Setup Instructions The “Attendant” (Front Desk) Configuration Best for: Teams using the AI to triage, screen calls, or route to appropriate staff. Logic: Incoming Call → Thread Agent Answers Immediately → Agent Transfers Calls → Your Team/Queue VoIP Configuration:
1

Log into your VoIP provider

Log into your VoIP provider
2

Forward your main number to the Attendant

Point your Main Phone Number (DID) to forward immediately to the Thread Attendant Number
Critical Loop Warning When using this mode, you must ensure the Thread Agent transfers calls to a specific Ring Group Extension or Technician Queue, NOT back to the Main Phone Number. Forwarding back to the Main Number will cause an infinite loop.

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AI Call Summary

Voice AI generates a structured, AI-powered call recap after every call. The recap is sent as an internal note to both Thread Inbox and your PSA. ConnectWise, Autotask, and HaloPSA are all supported.
AI call recap example
AI call recap in the PSA
**What’s in a call recap -**After each call, Thread’s AI reads the full transcript and produces a concise summary:
  • Caller identity — name, company, phone number, and verification status
  • Call metadata — date, time, duration, and technician (if applicable)
  • Issue — a clear description of the caller’s problem with specifics like application names, error messages, and number of affected users
  • Actions — what happened during the call: ticket created, call transferred, details captured
  • Resolution — if a technician was on the call, any diagnostic steps taken and how the issue was resolved
  • Outcome — how the call ended: callback requested, issue resolved, caller hung up
  • Full transcript link — one click to the complete transcript and audio recording in Thread
The recap is designed to be scannable. Technicians get the full picture in seconds, right where they already work. How it works
  • Enabled by default on all voice agents (existing and new)
Send AI call recap toggle
  • Works with all agent types: Overflow, Attendant (Advanced AI), and Attendant (Minimal AI)
  • Toggle it per agent under Voice → Agent → General tab → Send AI call recap
  • Recaps are always internal — end users never see them
  • One recap per call, no duplicates
  • Audio recordings and full transcripts remain in Thread Inbox; the recap links back
  • Changes only apply to future tickets

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Technician Handoff

Technician handoff setting
When Toggled on - Before connecting, technicians hear the caller and issue, then say their name to claim the ticket.
You must disable “Technician Briefing” If you are routing calls to another IVR as it will break the call flow and disconnect the call. This applies to Minimal and Advanced mode with “Don’t use menu options”

Related topics

Teams Phone AdminAgentsAnswer overflow & after-hours calls