> ## Documentation Index
> Fetch the complete documentation index at: https://docs.fluents.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Call Screen Handling (Skill)

> Control what a human sees on call screening, and what your agent should do if the right person isn’t available.

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.

***

## Video: Call Screen Handling (Skill)

<iframe className="w-full aspect-video rounded-xl" src="https://www.youtube.com/embed/pfewo4i4vWs" title="Video: Call Screen Handling (Skill)" frameBorder="0" allow="accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture" allowFullScreen />

***

## 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.

***

## 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.

***

## 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.

***

## 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.

***

## Where to go next

* **[Agent Skills – Call Routing](/product/features/skills/call-routing)**
* **[Agent Skills – Call Back Later](/product/features/skills/call-back-later)**