Voice Agents in Lead Docket

Once Lead Docket has been integrated with LOIS Voice Agents, calls from LOIS Voice Agents can come into Lead Docket in three ways:

Calls as New Opportunities

Caller information and collected intake questions are added to the opportunity, which appears in the Opportunities section of your intake dashboard. The opportunity source for these items is listed as “LOIS Voice.”

Call Review Page

Navigate to the Call Review page from the lefthand menu in Lead Docket. All calls that fall within the call association threshold (set in the integration settings) will be listed here for further review. 

Each call on the page includes:

• caller name
• phone number
• date
• case type
• confidence level (how likely it is to be associated with a lead)

Click on a call in the list to open the review flyout. The AI suggests any possible leads that could be associated with the call. For each suggested lead, you can view the likelihood of associated leads and see a comparison of identifying information (e.g. the name and phone number match, but the given email is different from the existing lead). 

Open different suggested leads to compare different identifying information. When you identify the correct lead, click Associate with Lead to add the call information to that lead. 

You can also view the call transcript, manually associate the call to a lead that was not suggested, or dismiss the call. 

Calls in a Lead

If a call is associated with an existing lead, the call recording, transcript, and details are added in the lead’s Calls tab. 

In this tab, you can find:

• the “call from” and “call to” numbers
• the call date and duration
• the call type (inbound) and source
• a recording of the call, which you can play in-app or download

Click View Transcript to open a modal, where you can view a transcript of the entire call. 

If you have imported the agent’s intake questions from Lead Docket, the AI will also automatically fill the fields with answers from those intake questions on the lead. 

Set Up

Connect the Voice Agents integration by navigating to Manage > Settings > Integrations and selecting the LOIS Voice Agents  integration. Click Connect. 

Select the Subscriptions you’d like. By default, all subscriptions are turned on for the integration:

• call downloading: allow call capture to download call recordings
• transcription: include transcriptions for phone calls pulled into Lead Docket
• summarization: include AI generated call summaries in call details
• entity extraction: allow AI to extract information from the call to automatically fill lead fields and match on details for leads
• AI call association: allow AI to auto-associate calls with leads when above the association threshold, and pull calls into Call Review when they are within the thresholds

AI Call Association Thresholds

If you’ve selected the AI Call Association subscription, you can customize the threshold for when a call is auto-associated or sent for review. 

If the call scores above the set threshold (95 or above, in this example), that call will be auto-associated with the lead. If a call scores within the threshold (50-94, in this example), the call will be sent to the Call Review page, with suggested leads. If a call scores below the threshold (below 50, in this example), the call will not be associated or sent to the call review page. 

Calls that fall below the threshold could be considered new opportunities or disregarded as a different type of caller (marketing, for example) and not pulled into Lead Docket. All calls are always logged in the LOIS Voice Agents app.