Call handling
languages, transfers, recording notice.
All on the client's Profile tab, under Call handling. Saving updates the client's agent.
01Languages
The language of the calls (Slovak, Czech, English, German, Polish, Hungarian, Ukrainian) is the language the agent answers in, the AI disclosure is spoken in, and the business's e-mails use. Other languages callers may speak turns on ElevenLabs' language detection: when a caller speaks one of them, the agent switches. The disclosure exists in every one of these languages, written for an inbound call; the business can only change the name inside it.
Speech recognition and the voice differ in quality by language. Make a real test call in every language before you sell it.
02Transfer to a person
Transfer to a person → conference or SIP REFER, a number in international form, and in plain words when to transfer (empty = when the caller asks for a person). The agent transfers only while the business is open (it checks with business_info); outside the hours it takes a message.
- Conference works on every trunk; the call keeps running through ElevenLabs, so the minutes keep counting until the call ends.
- SIP REFER hands the call to your trunk (Telnyx supports REFER) and frees the agent. Your SIP connection must accept REFER from ElevenLabs.
Make one test call per client before you rely on it.
03On-call number after hours
On-call number after hours sends emergencies to a person even while the business is closed: a plumber's on-call phone, a vet's emergency line, a locksmith. When the business is closed and the caller has an emergency that cannot wait, the agent says it is connecting them and transfers to that number. If the transfer fails, it takes an urgent message. During opening hours the normal transfer rules apply.
This works even when Transfer to a person is off. It uses the same transfer_to_number system tool with a second destination, in conference mode unless the normal transfer is set to SIP REFER. Test it with a real call outside opening hours before you rely on it.
04The receptionist's name
Receptionist's name (for example "Ema") is optional. The agent may use the name after the opening sentence. The AI disclosure itself does not change, and the agent still says it is an AI whenever asked. Only letters, spaces, ' and - are allowed, up to 30 characters. The field is in the Business section of the profile.
05Recording notice
Say that the call is recorded adds one sentence to the opening ("This call is recorded."). ElevenLabs keeps call audio by default (your workspace's retention setting); when it does, switch this on, as many countries require it. The console's recording player and the portal's (if allowed) depend on that audio.
06Report and summary e-mails
- Monthly report by e-mail: on the 1st of each month the business gets last month's report in its language (Monthly report).
- Summary e-mail to the business: off, every morning (yesterday's calls) or every Monday (last week's), sent at 07:00 in the business's timezone (details).