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The Call Screen Handling skill lets you control what’s shown on a call screen when your agent tries to connect someone to a human, and what the agent should do if the right person isn’t available. This helps transfers feel smoother and prevents callers from getting stuck when a handoff can’t be completed.

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Video: Call Screen Handling (Skill)

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How it works

When your agent attempts to connect the caller to a person, the receiving side may be presented with a call screen. With this skill enabled:
  • The agent shares a short Reason for the call on the call screen.
  • If the agent can’t reach the right person (busy, no answer, unavailable), it follows your chosen fallback behavior.

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Enable Call Screen Handling on an agent

  1. Go to Agents and select your agent.
  2. On the Basic Information tab, find Choose Skills.
  3. Click Call Screen Handling to add the skill.
  4. A Configure Call Screen Handling dialog opens.

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Configure Call Screen Handling

In the Configure Call Screen Handling dialog:
  • Reason for the call (required)
    What the recipient sees on the call screen. Keep it short and specific.
    Example: “Customer calling about order status” or “New lead requesting a demo”.
  • What to do if the right person isn’t available? (required)
    Choose what the agent should do if it can’t connect to the intended person:
    • Request transfer to someone else
      The agent asks for another person (or option) and attempts to connect to them instead.
    • Leave a message
      The agent collects a message and lets the caller know your team will follow up.
    • Call back later
      The agent offers to call back at a better time and proceeds accordingly.
    • End the call
      The agent ends the call politely.
Click Save to apply the settings.

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Tips

  • Write the reason like a call note
    The goal is to help the recipient decide quickly whether to take the call.
  • Pick a fallback that matches your business hours
    For example: “Leave a message” after hours, “Request transfer to someone else” during business hours.

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Where to go next