Queue Elimination/Core Telephony Roles
Intelligent Queue Management & Callback with IntelDialix
Offer callers their exact place in line with an automated callback when an agent becomes available, eliminating hold music.
In short
On IntelDialix, you build this as an AI voice agent: give it instructions, a voice and the tools it may use, then assign it to a Twilio or SIP number. Offer callers their exact place in line with an automated callback when an agent becomes available, eliminating hold music. Every call is recorded and transcribed, so you can check what the agent said and improve it.
- Intelligent Queue Management & Callback
- IntelDialix
- AI voice agent
- Core Telephony Roles
- Twilio
- SIP
- Webhooks
How it works
How Intelligent Queue Management & Callback runs on IntelDialix, from first ring to follow-up.
- 01
Describe the job
Write the agent’s instructions in plain language, pick a voice and add knowledge-base documents it can draw on.
Instructions · voice · knowledge base
- 02
Give it tools
Add custom HTTP tools to check availability, look up records or update your systems, and a transfer tool for handing off to a person.
Custom HTTP tools · transfer_call
- 03
Test, then connect a number
Talk to the agent from your browser, refine the instructions, then assign it to a Twilio or SIP number or add it to a campaign.
Browser test call → phone number / campaign
- 04
Review every call
Recordings, transcripts and post-call analysis land in call history, and signed webhooks send results to your other tools.
Call history · webhooks
At a glance
Key figures
- Voice engines
- ElevenLabs · Vapi · Gemini
- Choose the engine per agent and compare them on real calls.
- Telephony
- Twilio & SIP
- Use numbers you already have, for inbound and outbound calls.
- Call events
- Signed webhooks
- HMAC-SHA256 signature on every delivery, retried on failure.
- Starter plan
- $14 / month
- One agent, one number and 100 calls a month.
Example
# Role
You are the queue elimination agent for {{company_name}}.
# Goal
Offer callers their exact place in line with an automated callback when an agent becomes available, eliminating hold music.
# How to behave
- Introduce yourself and the business in the first sentence.
- Ask one question at a time and confirm important details back to the caller.
- Only state facts from the knowledge base or from tool results.
- If you can’t help, or the caller asks for a person, use transfer_call.
# Finish
Summarise what was agreed before ending the call.A starting point for the agent’s instructions. Paste it into the agent editor, replace the placeholders and adjust it to how your team works.
FAQ
Frequently asked questions
How does the agent answer questions about my business?
You add documents to the agent’s knowledge base and connect tools to your systems. The instructions tell the agent to answer only from those sources, and you can check every answer in the call transcript.
Can the agent hand a call to a person?
Yes. Add a transfer tool to the agent with the number to transfer to, and describe in the instructions when it should be used — for example when a caller asks for a person.
How does IntelDialix handle call recordings and caller data?
Recordings and transcripts stay inside your workspace. You can play a recording disclosure at the start of calls, choose how many days recordings are kept, keep numbers on a do-not-call list that campaigns skip, and review activity in the audit log.
Keep exploring
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Put an agent on the phone today.
Create a free account to explore the dashboard. Plans start at $14 a month for one agent and 100 calls.