Phone Console never makes up information. If it doesn't have the answer to a question, it follows a clear hierarchy to get you the information without derailing the call.
The Response Hierarchy
The stall/deflect/text feature is a beta feature - you'll need to request access.
When asked a question it can't answer, Phone Console uses this approach:
Step 1: Stall/Deflect (If Appropriate)
Phone Console buys time to figure out the best response:
"Let me pull up that information. One moment please..."
"That's a good question - let me verify to make sure I give you the accurate details..."
This keeps the conversation natural while Phone Console determines the next step.
Step 2: Text You for Real-Time Help
If you've enabled mid-call text requests in your settings, Phone Console can text you immediately:
You receive a SMS like:
Phone Console needs info:
"What was the date of your last payment?"
Reply with the answer.
If you respond in time (within your configured wait period):
Phone Console relays your answer smoothly: "Yes, the last payment was March 15th, 2024."
If you don't respond in time:
Phone Console moves to Step 3.
Step 3: Offer to Follow Up
Phone Console pivots professionally without admitting defeat:
"I need to verify that information to ensure accuracy. Can I call you back within the hour once I confirm that detail?"
Or:
"Would you prefer if I emailed you that information once I have it verified? What's the best email address?"
Phone Console then:
Captures their preferred contact method
Documents what information is needed
Reports back to your Problem Dashboard for next steps
What Phone Console NEVER Does
❌ Makes up information - No guessing, no assumptions
❌ Gives vague non-answers - It's specific about what it needs to verify
❌ Panics or sounds uncertain - Maintains confident, professional tone
❌ Ends the call abruptly - Always offers a clear path forward
After the Call: Documentation & Next Steps
Once the call ends, Phone Console documents everything in your Problem Dashboard:
What You'll See:
Full transcript showing the question it couldn't answer
Flag in the summary: "Information gap identified - requires user input"
Specific question that needs answering
Context of why it was asked
Recommended next steps (gather info and call back, send email, etc.)
Research Console Analysis:
Research Console automatically reviews the gap and may:
Suggest gathering the information from your files or World
Recommend a follow-up call strategy
Identify if the information should be added to your Problem for future calls
Preventing Information Gaps
You can minimize these situations by:
Before the call:
Attach all relevant files to your Problem
Ensure World entries are complete and attached
Review the script and add any missing details
Store authentication info in your User Settings
During setup:
Enable mid-call text requests so Phone Console can reach you in real-time
Set your preferred response time (30 seconds, 1 minute, etc.)
Configure a backup strategy (call back vs. email follow-up)
Most information gaps are caught during script review by Research Console, so you can provide missing details before the call even happens.
Real-World Example
Representative: "What medication is your pet currently taking?"
(Phone Console doesn't have this info)
Step 1 (Stall):
"Let me confirm that to make sure I give you the correct details..."
Step 2 (Text You):
You get a text: "What medication is your pet currently taking?"
You reply: "Apoquel 16mg, once daily"
Phone Console:
"Yes, the current medication is Apoquel, 16 milligrams, once daily."
Call continues smoothly - representative never knew there was a gap.
Summary
When Phone Console doesn't know the answer:
Stalls professionally to assess the situation
Texts you if enabled (you reply = problem solved)
Offers to follow up via callback or email if needed
Documents everything for your review and next steps
Never makes up information - integrity above all
You stay in control, and the representative never feels like they're talking to an unprepared bot.