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See the latest Voice AI updates in the changelog.

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What is Voice Shield

When a caller references an existing ticket during a Voice AI call, Voice Shield decides how much ticket detail the call can access based on whether the caller has been verified.
  • Verified callers can look up and update the ticket they’re calling about.
  • Unverified callers have their request captured for a technician to review, without exposing ticket details (status, notes, or resolution) over the call.
This protects sensitive ticket information from anyone who can guess or reach a phone number, without blocking legitimate callers from getting help.

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How it works

Voice Shield runs automatically on every call where the caller references an existing ticket — there’s no setup required.
  1. Voice AI attempts to verify the caller using your configured contact mapping.
  2. If the caller is verified, Voice AI can read back ticket status and updates, and apply the update the caller is asking for.
  3. If the caller can’t be verified, Voice AI still logs the request against the ticket, but doesn’t read back any ticket details — a technician follows up from the thread.

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Frequently asked questions

No. Voice Shield uses whatever verification signal is already available from contact mapping and, if configured, end-user verification. It doesn’t add a new verification step on its own.
Voice AI doesn’t expose ticket details to an unverified caller, but it still confirms their request was received and will be followed up on.
No — it applies automatically whenever a call references an existing ticket, to keep ticket details protected by default.

Related topics

Voice AI FAQVerify: End-User Identity VerificationThread Partner Change Management Guide