What happens when a phone screens the call
ACR has no special handling for call screening. Here is what the agent is told, what it cannot do, and what gets recorded.
Last reviewed November 7, 2026
What the agent is told
ACR has no special handling for call screening: the agent follows its general call rules, and nothing in them mentions a screening service. It opens with the greeting, by default Hi, is this {{ first_name }}?. It gives its name and your brand and explains the call only once the person confirms who they are. If it reaches someone other than the shopper, it is told to apologize, not to mention the cart or any details, and to end the call.
The agent cannot dial digits or choose options in an automated phone menu. How a screening service responds is outside ACR's control.
What gets recorded
After the call, an analysis picks who answered: the shopper, someone else, a voicemail or answering machine, or no one. Screening has no category of its own. Open the interaction to see the result, such as Wrong person answered or Voicemail, with the transcript and summary. The run then carries on to its next step.
Add your own line
To give the agent words for a screening service, add them under Additional instructions on the Instructions step and publish. They join the agent's brief, and the agent decides during the call how to use them.