Configure how Alba handles calls
Once Alba is live, you decide how she handles each call: what she can resolve on her own, when she transfers to a person, and what happens if nobody is available.
Options to configure
- Resolve vs. escalate — which topics Alba handles and which go to a human.
- Transfer targets — the numbers or team members to route to.
- Callbacks — let callers request a call back instead of waiting.
- Recording & transcription — enable where permitted, with the right notices.
Compliance: Recording and AI-disclosure requirements vary by country. Enable the appropriate caller notice, and check local rules before recording.
Every call becomes a ticket, so voice conversations appear in your inbox and analytics alongside every other channel.