AI Notification & Alert Calls

The scenario

CloudServe is a hosting company. Premium customer David's web hosting and database will undergo scheduled maintenance Saturday May 31 from 2:00 AM to 4:00 AM EST. The team wants David to hear about it before the weekend - not buried in an inbox.

One API call triggers a brief, direct notification call. The agent states the facts, answers questions from the provided context, and points David to the status page for live updates.

The API request

Send a single POST to kick off the call:

curl -X POST https://voice.talktomyagent.io/v1/calls \
  -H "Authorization: Bearer YOUR_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{
  "to": "+14165550456",
  "targetName": "David",
  "triggeredBy": "CloudServe ops automation",
  "maxDurationSecs": 120,
  "task": {
    "goal": "Notify David about scheduled maintenance Saturday 2am-4am. Confirm he\'s aware, offer status page link, answer questions.",
    "script": "service-notification",
    "facts": {
      "customer_name": "David",
      "plan": "Premium",
      "maintenance_date": "Saturday May 31",
      "maintenance_window": "2:00 AM - 4:00 AM EST",
      "affected_services": "Web hosting + database",
      "status_page": "https://status.cloudserve.com",
      "support_email": "support@cloudserve.com"
    },
    "escalation": "If David has questions the agent cannot answer from the provided facts, direct him to support@cloudserve.com or the status page."
  }
}'

Key fields

• maxDurationSecs - 2 minutes. Notifications should be brief and factual.
• task.script - references the service-notification playbook profile below.
• task.facts - everything the agent needs to answer basic follow-up questions.

What David hears

Outcome branches

• ✓ Acknowledged - the agent thanks David and ends the call.
• ❓ Has questions - the agent answers from the provided facts. For anything outside scope, it directs David to the support email or status page.
• 📞 Voicemail - the agent leaves a brief message with the date, maintenance window, and status page URL.

Playbook script profile

Add this block to your voice playbook. The agent loads it when task.script matches service-notification.

#### service-notification

**Opening**: Greet the customer by name. State your company name. Deliver
the notification in 2-3 sentences: what is happening, when, and what
services are affected. Offer the status page URL. Ask if they have
questions.

**If the customer acknowledges**:
Thank them and end the call.

**If the customer has questions**:
Answer from the provided facts only. If the question is outside scope
(e.g., "can you move my maintenance window?"), direct them to the
support email. Do not make promises or speculate.

**If you reach voicemail**:
Leave a brief message: "Hi [customer_name], this is CloudServe. We have
scheduled maintenance on [maintenance_date] from [maintenance_window].
Your [affected_services] may be briefly unavailable. Check
[status_page] for live updates. If you have questions, email
[support_email]. Thank you."

**Hard limits**:
- Keep the live call under 90 seconds unless the customer asks questions
- Do not speculate about downtime duration beyond the stated window
- Do not offer compensation, credits, or SLA adjustments
- Do not discuss other customers' accounts
- State facts - do not over-explain or apologize excessively

Tips

• Keep notifications under 90 seconds. Respect the customer's time. State the facts, offer the status page, and close. Brevity builds trust.
• Don't call outside business hours for non-urgent issues. Scheduled maintenance is not an emergency. Call during the business day so the customer can plan.
• Always offer a written channel. Voice is great for getting attention, but customers need a reference they can check later. The status page URL and support email serve that purpose.
• Pair with email. Send the same notification by email before or after the call. The voice call ensures the customer actually hears it; the email provides the permanent record.