Building Custom Software and Automations
Agreed on both. The list is the first qualifier, not the script, a perfect pitch to a company that can’t use what you sell is still a no. We see the same thing, tech-stack fit filtered up front cuts dead dials far more than any wording change on the call. And the legal side gets skipped because it is boring, right up until it is expensive.
Agree on top-of-funnel, qualification can only sort what you let in, and filtering by the stack a company already runs is a sensible signal before the bot ever opens its mouth. On voice notes: we pull the audio off the WhatsApp media endpoint, transcribe it, and feed the transcript into the exact same qualification flow as a typed message, so the path never forks. Two things we always add, a quick acknowledgement while transcription runs so there is no dead air, and reading critical fields like names, numbers, and dates back to the lead to confirm, since that is where transcription quietly gets things wrong.
Both are the good kind of addition. That composite, completed plus near-zero duration plus empty transcript, is exactly how we treat it: its own alert class that fires no matter what the provider reports, because “completed” is the field that lied. And yes on the cap, anything protecting the person on the other end of the line belongs below config, where a campaign edit can never reopen it. The dialer is the right home for it.
this is a sharp read, and yeah, endpointing was exactly the stage that bit us. one wrong pause gets inherited by every stage after it, so we stopped chasing a single global silence threshold and started tuning it per use case. time to first audio is the number we watch most too, a short acknowledgement or filler token buys a surprising amount of grace before the caller starts talking again. barge-in is the part we'd underline twice. it demos fine and then real callers talk over the agent constantly, so a lot of the work was cancelling in-flight audio cleanly and telling a real interruption apart from a back-channel "mhm". thanks for the comment, this is the kind we like getting.
