Playbook guide · Free
Let the Muse Wait Through the Phone Tree and Connect You
Some calls you have to take yourself, because the policy change or the account question needs your voice on the line. A muse can still do the worst part: dialing the number, working through the phone tree, giving the basic account details, and sitting on hold, then connecting you the moment a real person answers.
What it does
You give the muse the number to call and the reason. It calls, presses through the menu options, and handles the identity checks you approved ahead of time, such as a member ID and a set security answer. It waits through the hold music instead of you. When a representative picks up, it transfers the call to your phone right away and steps out. The conversation itself is yours, from the first word to the last.
How to use it
- Pick a call where you need to talk to the company yourself, such as updating an insurance policy or disputing a charge.
- Give the muse the business name or number, your member or account ID, and the answers it may give for routine verification.
- Set the boundary in plain words: "Share only my member ID and my security answer. If they ask for anything else, stop and get me first."
- Add: "When a person answers, connect me immediately and say nothing about changes, payments, or requests."
- Keep your phone nearby. When the muse connects you, take the call and handle it as you normally would.
What you need
- The calling feature turned on. It is still rolling out, and the call coverage is for US businesses.
- The account details the company will ask for at the start of the call.
- Your phone in reach, since the whole point is that you take over live.
What to watch for
- It is normal if this sounds strange the first time. You are handing software the hold queue, not the decision.
- Give it only the details the opening checks need, never passwords or full card numbers.
- Some companies will not accept an agent caller or will ask questions outside the ones you approved. In those cases the muse should stop and hand the whole call back to you.
- Agree on a hold limit too, so a long queue does not leave the call running all afternoon.