Handling objections
How to define objections and pretexts for a campaign so the voice agent responds within the permitted limits.
Last reviewed: 2026-07-22
Why objection handling matters
During a conversation, the voice agent encounters objections and pretexts. An objection is a factual reservation, a pretext an evasive response that often hides another reason. So that the agent responds appropriately and within the permitted limits, you define the objection rules for the campaign.
Defining objections and pretexts
Define the typical objections you expect in your conversations and describe how the agent should respond to them:
- Collect the most common reservations of your target group.
- Formulate a factual, permitted response for each objection.
- Distinguish genuine objections from pretexts.
- Define when the conversation should end.
The agent responds within these settings. It does not keep arguing indefinitely and respects a clear end to the conversation.
Limits of objection handling
Even with objections, the agent stays bound to the campaign goal and the compliance rules. It does not invent new offers to counter an objection and does not apply pressure. If a contact does not want to continue or expresses a stop request, the agent ends the conversation.
Reviewing objections
Captured objections can be reviewed later, for example by objection category. This helps you spot recurring reservations and improve the script and knowledge in a targeted way. It is best to add common factual questions to the knowledge so the agent answers them reliably instead of treating them like an objection.
Keep the responses factual and brief. Good objection handling takes the reservation seriously, gives a short, accurate answer and then guides the conversation back to the campaign goal, without pressuring the person on the other end.
Wichtig: Do not configure objection handling that overrides a clear stop or opt-out request. A contact's unambiguous wish takes priority.