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Taking messages is handled by the Message Taker agent template, not by a function in the Add function list. One Message Taker agent takes messages for any NetSapiens user: when a call is forwarded to it, the agent looks up the forwarding user through the NetSapiens API so the message reaches the right person. The dial translations it needs are created automatically.

Creating a Message Taker agent

Create a new agent and choose the Message Taker template. See Agent Configuration for which templates an organization can use.

Instructions

In the agent’s instructions you can describe:
  • Conditions: Describe under what conditions the agent should send calls to voicemail or ask for text messages.

Example Instructions

Here is an example:

Use Cases

A Message Taker agent can be used in various scenarios:
  • Spam: Tell your agent to send spam and solicitations to voicemail.
  • After Hours Calls: Capture messages from callers when the business is closed.
  • Busy Staff Members: Record messages when specific staff members are unavailable to take calls.
  • General Inquiries: Allow callers to leave messages for general inquiries to be followed up on later.