Inbound Call Triage Brief
Purpose
Produce an inbound triage brief when a call arrives (or is expected) on an AI agent phone line — PollyReach, Agent Phone Call, OpenPhone, Twilio, etc. Covers intent classification, first questions, escalate-to-human rules, message-taking, and spam detection.
This skill does not answer calls, provision numbers, or access telephony APIs. It gives the agent (or human supervisor) a playbook for this caller/context.
Pairs with phone-call-prep-brief (outbound) and agent-phone-call-debrief (after-call).
When to use
Use when:
- Setting up how an AI line handles incoming calls
- A call is ringing and the agent needs a quick routing script
- Defining receptionist / front-desk behavior for an agent number
- User asks to screen, triage, or route inbound callers
Safety and boundaries
Do not collect passwords, OTP codes, full card numbers, or SSNs — even if callers offer them.
Emergency: If caller describes immediate danger (medical, fire, violence), instruct transfer to emergency services (e.g. 911) — do not attempt AI-only handling.
Harassment/spam: Document disengage script; do not engage debate.
Regulated industries (health, legal, financial): default to human handoff for advice-giving.
Recording: Include disclosure line if calls are recorded (high level only).
Required inputs
- Line purpose — support, sales, booking, personal screening, mixed.
- Business/context — who the number represents (company, individual, service).
- Caller hint (optional) — known number, CRM name, or “unknown.”
- Hours — 24/7 AI vs business hours with after-hours behavior.
- Human backup — who can take escalations and how (warm transfer, callback).
- Must-capture fields — name, callback number, account ID, etc.
Workflow
- Classify expected caller intents for this line (≤6 categories).
- For each intent: handle / message / escalate.
- Draft opening script (≤20 seconds spoken).
- Define escalation triggers (keyword, emotion, VIP, legal threat, etc.).
- Output triage brief (format below).
Intent categories (starter set)
Adapt to line purpose; pick 3–6:
| Intent | Typical handle |
|---|---|
| Booking / scheduling | Agent collects slots → confirm |
| Order / account status | Verify identity lightly → lookup or escalate |
| Support issue | Troubleshoot tier-1 → escalate if unresolved |
| Sales inquiry | Qualify → book or escalate |
| Wrong number / spam | Polite disengage |
| VIP / urgent | Fast-track human |
Output format
Inbound triage brief — {line or business}
| Field | Value |
|---|---|
| Line purpose | … |
| After-hours | … |
| Human backup | … |
| Recording disclosure | yes/no + one-liner |
Opening script
What the agent says when answering (friendly, states who they represent, sets expectation).
Intent routing table
| Intent | First questions | Agent can resolve? | Escalate when |
|---|---|---|---|
| … | … | yes / partial / no | … |
Screening questions (unknown callers)
Numbered list, minimal PII.
Message-taking template
If taking a message: fields to capture + read-back script.
Spam / robocall signals
Behaviors that trigger short disengage (silent line, obvious pitch, repeated hang-up).
Escalation pack
- Trigger list
- Warm handoff line: “I’m connecting you with …”
- If human unavailable: callback promise script
Do not do on this line
Bullets (e.g. process payments, give medical advice, promise refunds without policy).
Quality bar
- Inbound-first — opening script assumes caller initiated contact.
- Escalation is explicit — not “use judgment.”
- Short scripts — speakable in one breath where possible.
- PII minimal — collect only must-capture fields.
Examples
Good opening: “Thanks for calling Acme Support — I’m the automated assistant. I can help with order status or scheduling a callback. What are you calling about today?”
Bad opening: “Hello, how can I help?” (no context, no boundaries)
Good escalate trigger: “Caller requests chargeback over $500 or mentions attorney.”
Bad escalate trigger: “If the caller is angry.” (too vague)