AI Caller
The AI Caller is an AI-powered receptionist that answers calls 24/7, qualifies leads, books appointments, and transfers to your team when needed.
Prerequisites
- Pro plan or above (AI Caller is not available on Free or Starter plans).
- At least one tracking number configured.
1. Create a Persona
- Go to Call Tracking > AI Caller > Personas.
- Click New Persona and fill in:
| Field | Description | Example |
|---|---|---|
| Name | Internal label | "Sales Qualifier" |
| Voice | Choose from 20+ voices | "Ava (Female, Warm)" |
| Greeting | First thing the AI says | "Hi, thanks for calling Acme! How can I help?" |
| Company Context | Background info the AI uses | "Acme sells SaaS marketing tools starting at $49/mo" |
| Tone | Formal, friendly, or casual | Friendly |
| Language | Primary language | English |
2. Define Goals
Goals tell the AI what to accomplish during the call. Add one or more:
| Goal Type | What it Does |
|---|---|
| Qualify Lead | Ask qualifying questions (budget, timeline, decision-maker) |
| Book Appointment | Offer available slots and confirm via SMS |
| Collect Info | Gather name, email, phone, or custom fields |
| Answer FAQ | Respond to common questions using your knowledge base |
| Transfer | Warm-transfer to a live agent after qualification |
For each goal, provide the questions or instructions the AI should follow.
3. Set Escalation Rules
Escalation rules determine when the AI hands off to a human.
- In the persona settings, open the Escalation tab.
- Configure triggers:
- Caller requests a human -- always transfer immediately.
- Sentiment drops below threshold -- transfer if the caller sounds frustrated.
- Goal completed -- transfer after lead is qualified.
- Max duration -- transfer after N minutes (default: 5 min).
- Fallback -- if AI cannot understand after 3 attempts, transfer.
- Choose an escalation target: ring group, specific agent, or voicemail.
4. Assign to a Call Flow
- Open Call Tracking > Call Flows.
- Edit an existing flow or create a new one.
- Add an AI Caller step and select the persona.
- Publish the flow.
5. Review AI Call Performance
After the AI handles calls, review results in AI Caller > Call Log:
- Transcript -- full conversation with speaker labels.
- Goal outcomes -- which goals were achieved.
- Sentiment timeline -- caller sentiment over the call duration.
- Lead data -- extracted fields (name, email, etc.).
- Disposition -- qualified, unqualified, transferred, or voicemail.
Tips for Best Results
- Keep your Company Context detailed but concise (under 500 words).
- Test with a real call before going live -- dial your tracking number.
- Review transcripts weekly and update FAQ answers based on common questions.
- Use A/B testing (Pro+) to compare two personas side by side.