The call starts
A call reaches your agent one of two ways. Either a caller dials one of your connected numbers directly (inbound), or a campaign places the call on your behalf (outbound), following the calling hours and contact rules you’ve set for that campaign. Either way, the agent that answers is the one your number or campaign is routed to.The agent follows your blueprint
The agent doesn’t improvise. It follows the blueprint you built: a persona, a set of phases (for example, an initial screen, then a deeper interview, then closing), and the gates inside each phase. A gate is a single thing the agent needs to determine before moving on, such as a fact it needs to capture, a question that qualifies or disqualifies the caller, or a consent it needs to confirm. The agent asks about each gate in plain conversation, not as a rigid script, but it can’t skip a required gate or invent one that isn’t in the blueprint.Gates qualify or disqualify
As the call progresses, each gate the caller answers is either passed, failed, or skipped because it no longer applies. A disqualifying answer ends the call’s case-worthiness immediately: the agent tells the caller why and closes out respectfully rather than continuing to ask questions that no longer matter. A caller who clears every required gate is qualified.The outcome becomes a lead
However the call ends, it lands as a lead in your Command Center, tagged with its outcome (qualified, disqualified, or another disposition such as no answer or callback requested). A full transcript is captured, and the call is recorded where your recording policy allows it. Every decision the agent made along the way, and every change your team makes afterward, is written to an audit trail: a record designed so that if any entry were altered, that tampering would be detectable.Your team can watch and step in
While a call is in progress, your team can open it in the Command Center and follow the transcript turn by turn. If a call needs a human, staff can transfer it or take over directly, without the caller having to start over. After the call ends, the recording, transcript, qualification outcome, and audit trail are all available from the same place.A blueprint change doesn’t retroactively change calls that already happened, and it doesn’t change how an existing agent behaves until that agent is refreshed from the updated blueprint.