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Agent Training Guide: Rep to User Flow

This guide outlines the structured call flow, from initiation to connection, along with best practices to ensure a smooth conversation. These settings and guidelines will help your team engage effectively, and maintain consistency.

Transfer Call Flow Overview 

  • Rep Call Initiation: In the rep-to-user flow, Meera calls the representative first 

  • Rep Whisper: Once the rep answers the phone they will hear a whisper. For example,

    "Incoming call from [FirstName] [LastName]. Press any key to connect to your prospect."

  • Rep Confirmation: The rep presses any key to proceed.

  • Customer Call Initiation: Meera dials the lead/customer.

  • Customer Whisper Example:

    "Hi [FirstName], this is [CompanyName]. This call may be recorded for training and quality assurance purposes."

  • Call Connection: After the whisper, Meera connects both parties.

Whisper Settings

  • Rep Whisper: Identifies the lead/customer and filters out voicemails. It also helps the rep locate the user’s details before the call. 
  • Customer Whisper: Informs the lead/customer about the origin of the call (Can be disabled). 

Please note, that the whispers are fully customizable! 

Avatar Name

  • The Avatar Name is the virtual agent’s name used in Meera’s messaging.
  • Example: "Hi John, this is Mia from ABC Institute…" (Here, "Mia" is the Avatar Name.)
  • Reps should be aware of the Avatar Name, as the lead or customer may ask for this person during the call. If the lead asks to speak to Mia for example the best practice is to explain that it is the scheduling assistant.

Call Handling Guidelines

Outbound Call Approach: Since this flow simulates an outbound call, the opening should make it clear to the lead or customer that it is an outbound interaction, not an inbound 

  • ✅ Example:
    "Hi [FirstName], thanks for taking the time to chat today! I look forward to helping you with [program/offer name]. Before we start, can you please spell your full name to ensure I have it correct?"
  • ❌ Avoid treating it as an inbound call, such as:
    "Thank you for calling [CompanyName]. This is [Rep Name]. How can I help you today?"

    If you have any additional questions please send us an email to help@meera.ai. We're happy to help.