What is Rider Exclusions?
Rider exclusions allow you to designate specific riders whose inbound calls should be forwarded directly to your call center staff, bypassing AI Voice handling.
When to Use This Feature
This is useful for riders who:
Have severe speech impediments that make AI interaction difficult
Prefer human interaction for their bookings
Have complex booking needs that require direct staff assistance
How It Works
To add a rider to the exclusion list, head to Settings > Advanced > Agents > Rider Exclusions.
When a rider is added to the exclusion list:
Their phone number(s) are automatically identified from their rider profile
When they call in, the system recognizes their number and immediately forwards the call to your configured forwarding number
The AI agent does not handle the call
If the rider's phone number is updated in their profile, the exclusion automatically applies to the new number
Configuration
Rider exclusions can be configured through the admin settings for your organization. Contact your Spare representative to set up rider exclusions for your service.
Note: Exclusions apply to inbound calls only and are organization-wide across all AI agents.