Voice AI FAQ
Question | Answer |
Which contacts are in scope for Voice AI? | Only PSA contacts with an email or phone number are in scope. If the contact has only an email, the agent will ask for their name and company; otherwise mapping is automatic by phone number. |
Where does the agent get the MSP name from? | This is the name of your Thread Workspace. |
Why is the agent unable to find correct contact information? | There are three main reasons:1. The phone number doesn't exist in PSA2. The phone number exists on multiple contacts in the PSA3. For existing partners: The phone number is in the PSA, but a recent contact sync hasn't been run - go to Admin and run a PSA Contacts Sync |
Can the AI verify end users using PINs or other methods? | Not yet. |
How are unknown/unverified users handled? | When a caller cannot be verified, Voice AI does not create new contacts. It will assign a ticket to the default contact you have chosen in the agent settings and add a note to the ticket saying the user is unknown. Tickets from unknown callers will be sent to your catch-all queue. Once you identify who the user is and their phone number, you can update their records in PSA and Voice will start mapping them correctly. |
Should I create a default company for unknown callers? | Whether to create a default company specifically for unverified users is up to you to decide. You can set up a default user with the default contact and company to alert someone about unidentified contacts. This should be configured in your PSA and set under your agent settings. |
Does the agent have access to internal notes? | No. It cannot access internal notes to prevent sensitive data from being surfaced. |
What happens if the AI doesn't understand the caller? | It will rephrase the question and try to capture the answer again. |
Can the caller use speech to navigate menu options in Attendant? | Not supported. Callers must press a key. Speaking may break the script. |
Can we customize the agent's greeting, voice, or personality? | Yes, you can customize your agent's greeting message and behavior settings during agent configuration. |
What languages does Voice AI support? | English only. |
Can we test Voice AI before going live? | Yes, you can. You are only live once you complete the setup in your telephony system or once you share the number with your clients. |
Can custom hold music be used? | Not yet. |
What is the recommended “call routing timeout”? | The recommended call routing timeout is the time it takes for your team/technician to pick up + 10 seconds. For example, some partners are using 120 seconds. |
Will the attendant and overflow have different numbers? | Yes, they will. |
Can different hours be set for chat versus voice? | We are currently working on adding this capability. |
Are after-hours settings configured per client or globally? | Currently, it's global, per MSP. |
How do we handle emergency or urgent calls? | You can setup hot keywords for escalation so the agent can skip the questions and forward the call to a technician in some cases. |
Can we have multiple agents for different departments or clients? | You can have multiple agents with different settings and numbers. |
Where do AI-generated tickets get routed? | Based on your routing defined in Thread (ie. default board). |
Where do tickets land in Thread messenger and how can they be found? | Tickets land in the same way as non-voice generated ones. You can search them in Inbox. For example, create a view where |
Can the AI create tickets without live transfer? | Yes, you will want to use our Overflow Agent for this use case. |
Can the AI retrieve existing ticket information for status updates? | Yes, it can. The agent will ask "what can I help you with?", and if the caller is verified (phone number is registered in PSA), it will try to match their answer with an existing ticket. If a ticket is found, it will ask the caller if they wish to leave a message or read the latest updates. |
Where can call transcripts be viewed? | Call transcripts can be viewed in:- Admin (Voice Dashboard)- Inbox (Thread) - There is a section called "Phone calls" on the right side of each ThreadNote: Transcripts are not added to PSA tickets, only available in Inbox and Admin. |
What is the retention policy for call recordings, and can we export the data? | We're still working on a formal retention policy. In the meantime, recordings are stored securely and you can download the recording of individual calls directly from the player. |
Can Thread handle transcribing outbound calls? | Not yet, but we will add support to Outbound calls on 2026 Q1. |
What backend technology powers Thread's Voice AI? | |
Should menu options be used? | It depends on your use case:1. I don't want an IVR menu, but I still want to transfer to a technician: - In this case, you can choose "Don't use menu options" then add the phone number you want to redirect the user into in "Call Queue + Extension" field2. I don't want an IVR menu and I don't want to transfer to a technician: - Use Overflow agent instead |
How is custom pronunciation for company names handled? | Through the "Custom Pronunciation" feature, you will add the term to be mapped to your custom pronunciation and the agent will respect that during the entire call. |
How does the end user know if a technician declines a call? | The agent will provide a verbal notification to them ("no one is available at this time"), take down their details and end the call. |
What are the basic requirements to onboard with Voice? | 1. Have a default board set in Messenger2. Run a PSA Contacts Sync in Admin |
