Skip to main content

​
What it is

Sippet’s call center combines AI agents and human operators in the same live voice workflow. Use it to:
  • handle inbound and outbound calls
  • route live calls to queues and available operators
  • let AI agents start, continue, or hand off conversations
  • review transcripts, participants, and AI activity after the call

​
In the console

The main voice workflow spans:
  • Call center: live queue and operator activity
  • Conversations: follow-up context and recent interaction state
  • AI agents: agent behavior for voice sessions
  • Settings > Telephony & SMS: numbers, gateways, and caller routing

​
Key concepts

  • Calls: the live voice sessions themselves
  • Queues: the place operators pull or accept work from
  • Operator status: whether a person is available for live call work
  • Participants: who joined a call, including operator and AI legs
  • Transcripts: the running conversation text for review and QA
  • Operator assist: actions like barge or resume when a person needs to step in

​
Common setup decisions

  • Decide which phone numbers should route to AI first and which should go straight to operators.
  • Decide whether operators accept queue entries manually or primarily handle escalations.
  • Decide which AI agents are safe to publish for live voice before assigning them to numbers.