AI Voice Agents
⚠️ Beta Feature
AI Voice Agents are currently in beta and are not available to all customers. If you are interested in trying this feature, contact our support team.
Introduction
The AI Voice Agents are intelligent virtual assistants that can make phone calls automatically, hold natural conversations with your contacts, and make smart decisions about follow-ups and retries.
Key Benefits
🤖 Full automation: The agent makes calls without human intervention
🧠 Artificial intelligence: Automatically detects when to schedule follow-ups
⏰ Time saving: Frees your team from repetitive tasks
📊 Smart follow-up: The system learns from each conversation
🎯 Personalization: Each call includes context from previous conversations
How It Works
Call Process
When you create a call with a voice agent, the system follows this flow:
Initial validation: Verifies that the number is not on the do not call list
Time check: Checks that it is an appropriate time to call
Call start: The agent dials the number automatically
Conversation: The agent holds a natural conversation following its configured prompt
Post-call analysis: The AI analyzes the conversation to detect necessary follow-ups
Call States
During its lifecycle, a call can go through different states:
🆕 Created
Call created but not started
The call is recorded in the system
📅 Scheduled
Scheduled for a future date
It will run automatically on the indicated date
⏳ Queued
In processing queue
Waiting its turn to be executed
📞 Calling
Dialing the number
The system is trying to connect
🔄 In Progress
Active call
The agent is conversing with the contact
✅ Completed
Successfully finished
The conversation ended correctly
❌ Failed
Call error
There was a technical problem
🚫 Cancelled
Manually cancelled
User cancelled the scheduled call
📧 Voicemail
Reached an answering machine
The system detected a voicemail
Call Results
After each conversation, the system automatically classifies the result:
✅ Meeting Scheduled: The contact agreed to schedule a meeting
📵 Busy/Voicemail: The person could not be reached
🚫 Not Interested: The contact rejected the offer
Intelligent Follow-up Detection
One of the most powerful features of voice agents is their ability to automatically detect when a follow-up call is necessary.
How does it work?
After each call, the artificial intelligence analyzes the full transcript of the conversation to identify signals indicating the need for a follow-up.
✅ When an Automatic Follow-up Is Scheduled
The system automatically schedules a new call when it detects:
Explicit customer request
Customer shows interest but is busy
Customer provides an alternate number
Specific date/time mentioned
❌ When a Follow-up Is NOT Scheduled
The system is intelligent and DOES NOT schedule follow-ups when:
❌ The customer clearly rejects the offer
❌ The customer says they are not interested
❌ The customer explicitly asks not to be contacted (they are added to the blacklist)
❌ A formal meeting has already been scheduled in the calendar
❌ The call went straight to voicemail without an answer
❌ The customer hung up immediately
Confidence Levels
Each follow-up detection includes a confidence level:
🟢 High: Explicit request with specific date/time
🟡 Medium: Clear interest but no specific date
🟠 Low: Indirect or ambiguous signals
Automatic Retries
The system automatically manages retries when a call is unsuccessful.
When a Retry Is Scheduled
📧 Voicemail: No one answered the call
📵 Busy line: The number was busy
⏰ Bad timing: The customer asked to be called at another time
Intelligent Retry Date Calculation
The system automatically calculates when to call again:
Customer mentioned a specific date
Use that date
"Call me on Friday" → Schedules for Friday
Said "later" without specifying
24 hours
Retry the next day
Said "next week"
7 days
Retry in one week
Was busy but showed interest
2-3 days
Retry in 2-3 days
Voicemail without context
48 hours
Retry in 2 days
Previous Call Context
When the system schedules a retry, it automatically includes a summary of the previous conversation. This allows the agent to:
📝 Refer to the prior conversation
🎯 Continue from where it left off
💡 Personalize the message according to the context
Example:
Alternate Numbers
If during a conversation the customer provides another person's number (for example, the actual decision maker), the system:
🔍 Detects the alternate number automatically
👤 Identifies the name and role of the person if mentioned
📞 Schedules the call to the new number
📋 Includes the context of why that person should be contacted
Example:
Call Schedules
Phone Numbers
For your voice agent to make calls, you need to have an active phone number assigned to the agent.
📞 Number Purchase
To acquire national or international phone numbers, contact our support team:
📧 Email: [email protected]
💬 Live chat on the platform
We have numbers in multiple countries and can help you choose the most suitable one for your use case.
Schedule Configuration
Voice agents can have schedules configured to respect:
🕐 Working hours: Only call during office hours
📅 Days of the week: Avoid weekends
🌍 Time zones: Respect the contact's time zone
🚫 Exceptions: Holidays or vacation periods
Automatic Validation
Before each call, the system:
✅ Verifies if it is an appropriate time according to the configured schedule
⏰ If it cannot call now, it calculates the next available slot
📅 Automatically schedules the call for that time
Example:
Do Not Call Protection
The system automatically integrates blacklist management to protect your organization.
Automatic Validation
Before each call, the system:
🔍 Checks if the number is on the do not call list
🚫 If it is blacklisted, blocks the call automatically
📝 Logs the attempt
➡️ Proceeds to the next contact in the queue
Automatic Detection During Calls
If during a conversation the customer requests not to be contacted:
🤖 The AI detects the request automatically
📋 Classifies the risk level (high, medium, low)
🚫 Adds the number to the blacklist
⛔ Cancels any future scheduled calls to that number
For more information, consult the complete blacklist management guide.
Managing Scheduled Calls
View Scheduled Calls
You can view all scheduled calls in the conversation list of each agent:
Navigate to Voice Agents > [Agent name]
On the Conversationstab, you will see:
📅 Status: "Scheduled"
⏰ Date and time of the next call
📝 Reason for the follow-up (if applicable)
Cancel a Scheduled Call
If you need to cancel a call before it executes:
Find the call in the conversation list
Click the actions menu (⋮)
Select "Cancel scheduled call"
Confirm the action
⚠️ Note: Once cancelled, the call will not run automatically. If you change your mind, you will need to schedule it manually again.
Displayed Information
For each scheduled call, the system shows:
📅 Exact execution date and time of execution
📝 Reason for the follow-up: Why it was scheduled
🎯 Confidence level: How sure the system is
🔗 Original call: Link to the conversation that generated the follow-up
👤 Contact: Contact information to call
Practical Use Cases
Example 1: Busy Customer with Specific Date
Conversation:
Result:
✅ System automatically schedules call for tomorrow 3:00 PM
🟢 Confidence level: High (specific date and time)
📝 Reason: "Customer requested to be contacted tomorrow at 3 PM"
📋 Context included for the next call
Example 2: Alternate Contact (Decision Maker)
Conversation:
Result:
✅ System detects alternate number: 675 412 661
👤 Name: María
💼 Role: Commercial director
⏰ Schedules a call for tomorrow morning (9-12h)
📋 Context: "Referred by [customer's name], who indicated María is the decision maker"
🟢 Confidence level: High
Example 3: Interest but No Specific Date
Conversation:
Result:
✅ System schedules a call for in 7 days
🟡 Confidence level: Medium (no exact date)
📝 Reason: "Customer showed interest and asked to be contacted next week"
📋 Conversation summary included for continuity
Example 4: Voicemail
Situation:
Result:
📧 Status: Voicemail
⏰ System schedules an automatic retry for 48 hours later
🟠 Confidence level: Low (there was no conversation)
📝 Reason: "No answer, reached voicemail"
Example 5: Do Not Schedule Follow-up
Conversation:
Result:
❌ No follow-up is scheduled
🚫 Number added to blacklist automatically
🔴 Risk level: High
📝 Reason: "Customer explicitly requested not to be contacted"
⛔ Any future call to this number will be blocked
Best Practices
✅ Do
Regularly review scheduled calls: Make sure follow-ups make sense
Set appropriate schedules: Respect your contacts' working hours
Keep the blacklist updated: Periodically review the do not call list
Review transcripts: Analyze conversations to improve the agent's prompt
Monitor results: See which types of calls have the best success rate
Customize the prompt: Adjust the agent's behavior according to your use case
Test before scaling: Run tests with a small group before importing thousands of contacts
❌ Avoid
Cancelling follow-ups without reviewing: Automatic follow-ups are usually well-founded
Not ignoring repeatedly failed calls: If a number fails constantly, investigate why
Not configuring schedules: Without configured schedules, the agent may call at inappropriate times
Not reviewing the blacklist: Blacklisted numbers must always be respected
Not overloading with calls: Too many calls in a short time can be counterproductive
Not using generic prompts: Personalize the message for your specific audience
Beta Limitations
As this feature is in beta phase, keep in mind:
⚠️ Limited availability: Not all customers have access yet
🔧 Continuous improvements: AI detection is being continuously refined
🐛 Possible bugs: False positives/negatives in detection may occur
📊 Metrics in development: Some statistics are still being implemented
🌍 Languages: Currently optimized for Spanish, other languages in development
💬 Feedback welcome: Your feedback helps us improve the system
Report Issues
If you find any problem or have suggestions:
📧 Send an email to [email protected]
💬 Use the live chat on the platform
📝 Describe the problem with as much detail as possible
🔗 Include the call ID if relevant
Frequently Asked Questions
How do I know if a call is scheduled?
In the agent's conversation list, you will see the status "Scheduled" along with the execution date and time. You can also filter the list to see only scheduled calls.
Can I automatically cancel a scheduled call?
Yes, you can cancel any scheduled call from the actions menu (⋮) in the conversation list. The call will not execute and will be marked as "Cancelled".
What happens if the customer gives an incorrect number?
If the alternative number provided by the customer is invalid, the system will attempt to call but will fail. The call will be marked as "Failed" and no further automatic retries will be scheduled to that number.
Does the system respect do-not-call hours?
Yes, absolutely. If you configure a calling schedule for your agent, the system always will check that it is an appropriate time before executing any call. If it is not, the call is automatically rescheduled for the next available slot.
How are international numbers handled?
The system automatically normalizes phone numbers to handle different formats (with/without international prefix, with/without spaces, etc.). This prevents duplicates and ensures the blacklist works correctly.
Can I see call transcriptions?
Yes, each completed call includes a full transcription of the conversation. You can access it by clicking on the call from the conversations list.
What if I want to change the date of a scheduled call?
Currently, to change the date you must cancel the scheduled call and create a new one manually with the desired date. We are working on a direct rescheduling feature.
Can the agent schedule meetings in my calendar?
Yes, if you configure the integration with your calendar and provide the agent access to your availability, it can schedule meetings directly during the conversation.
How many automatic retries does the system make?
By default, the system schedules one automatic retry per failed call or voicemail. If the second attempt also fails, no further automatic retries are scheduled, but you can schedule calls manually if you wish.
Can I disable automatic follow-ups?
Currently automatic follow-ups are enabled by default for all voice agents. If you prefer to manage follow-ups manually, you can cancel the automatically scheduled calls and create your own.
How can I purchase a phone number for my agent?
To acquire national or international phone numbers, you must contact our support team:
📧 Email: [email protected]
💬 Live chat on the platform
Our team will help you choose the most appropriate number according to your location and needs. We have numbers in multiple countries.
Can I use my own phone number?
Currently, voice agents operate with numbers provided by Salescaling. If you need a specific number or want to port your existing number, contact support to evaluate the available options.
Support
If you need help with AI Voice Agents:
📧 Email: [email protected]
💬 Live chat: Available on the platform (bottom right corner)
📚 Documentation: docs.salescaling.com
🎥 Video tutorials: Coming soon
📞 Phone support: Available for enterprise customers
Related Resources
Last updated: December 2024 Version: Beta 1.0
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