AI Voice Agents

⚠️ Beta Feature

AI Voice Agents are currently in beta and are not available to all customers. If you're 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.

Main Benefits

• 🤖 Full automation: The agent makes calls without human intervention

• 🧠 Artificial intelligence: Automatically detects when to schedule follow-ups

• ⏰ Time savings: Frees your team from repetitive tasks

• 📊 Smart follow-up: The system learns from every conversation

• 🎯 Customization: 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:

1. Initial validation: Verifies that the number is not on the do-not-call list

2. Schedule check: Checks that it is an appropriate time to call

3. Call start: The agent dials the number automatically

4. Conversation: The agent holds a natural conversation following its configured prompt

5. Post-call analysis: The AI analyzes the conversation to detect needed follow-ups

Call statuses

During its lifecycle, a call can go through different statuses:

Status	Description	What it means
🆕 Created	Call created but not started	The call is registered in the system
📅 Scheduled	Scheduled for a future date	It will run automatically on the specified date
⏳ Queued	In processing queue	Waiting for its turn to be executed
📞 Calling	Dialing the number	The system is trying to connect
🔄 In Progress	Active call	The agent is talking with the contact
✅ Completed	Successfully finished	The conversation ended correctly
❌ Failed	Call error	There was a technical problem
🚫 Canceled	Canceled manually	User canceled the scheduled call
📧 Voicemail	Reached voicemail	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 declined the offer

Smart Follow-up Detection

One of the most powerful features of voice agents is their ability to automatically detect when a follow-up call needs to be scheduled.

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:

1. Explicit customer request

   Customer: "Call me tomorrow at 3 in the afternoon"
   → System schedules a call for tomorrow at 15:00

2. Customer shows interest but is busy

   Customer: "I'm interested but I'm in a meeting, contact me next week"
   → System schedules a call for 7 days later

3. Customer provides an alternative number

   Customer: "I'm not the one who decides, talk to María at 675 412 661"
   → System schedules a call to María's number with conversation context

4. Specific date/time mentioned

   Customer: "Call on Monday morning"
   → System calculates next Monday's date and schedules the call

❌ When 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 blacklist)

• ❌ A formal meeting has already been scheduled on the calendar

• ❌ The call went straight to voicemail with no answer

• ❌ The customer hung up immediately

Confidence Levels

Each follow-up detection includes a confidence level:

• 🟢 High: Explicit request with a specific date/time

• 🟡 Medium: Clear interest but no specific date

• 🟠 Low: Indirect or ambiguous signals

Automatic Retries

The system automatically handles 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

Smart Retry Date Calculation

The system automatically calculates when to call again:

Situation	Wait Time	Example
Customer mentioned a specific date	Use that date	"Call me Friday" → Schedule 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

Context from Previous Calls

When the system schedules a retry, it automatically includes a summary of the previous conversation. This allows the agent to:

• 📝 Reference the previous conversation

• 🎯 Continue where it left off

• 💡 Personalize the message based on context

Example:

First call:
Customer: "It sounds interesting, but I can't talk right now"

Second call (retry):
Agent: "Hi, I'm calling as we agreed. Last time 
        you mentioned that you were interested in our solution..."

Alternative Numbers

If during a conversation the customer provides another person's number (for example, the real decision-maker), the system:

1. 🔍 Detects the alternative number automatically

2. 👤 Identifies the person's name and role if mentioned

3. 📞 Schedules the call to the new number

4. 📋 Includes context about why that person should be contacted

Example:

Customer: "I'm not the one who decides this, you need to talk to 
         Jonay, he's the sales director. His number is 675 412 661"

→ System detects:
  - Alternative number: 675 412 661
  - Name: Jonay
  - Role: Sales director
  - Context: He is the decision-maker, referred by [name of the initial customer]

→ Schedules a call to Jonay with all this information

Call Schedules

Phone Numbers

For your voice agent to make calls, you need to have an active phone number assigned to the agent.

📞 Buying Numbers

To purchase national or international phone numbers, contact our support team:

• 📧 Email: [e-mail]

• 💬 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 configured schedules to respect:

• 🕐 Business hours: Call only 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:

1. ✅ Checks whether it is an appropriate time according to the configured schedule

2. ⏰ If it can't call now, it calculates the next available slot

3. 📅 Automatically schedules the call for that time

Example:

Call attempt: Saturday 10:00 AM
Configured schedule: Monday to Friday, 9:00 AM - 6:00 PM

→ System detects that it is the weekend
→ Calculates next slot: Monday 9:00 AM
→ Automatically schedules the call for Monday

Do-Not-Call List Protection

The system automatically integrates blacklist management to protect your organization.

Automatic Validation

Before each call, the system:

1. 🔍 Checks whether the number is on the do-not-call list

2. 🚫 If it is blacklisted, blocks the call automatically

3. 📝 Logs the attempt

4. ➡️ Continues with the next contact in the queue

Automatic Detection During Calls

If during a conversation the customer asks not to be contacted:

1. 🤖 The AI automatically detects the request

2. 📋 Classifies the risk level (high, medium, low)

3. 🚫 Adds the number to the blacklist

4. ⛔ Cancels any future scheduled call to that number

For more information, see the complete blacklist management guide.

Scheduled Call Management

View Scheduled Calls

You can see all scheduled calls in the conversation list for each agent:

1. Navigate to Voice Agents > [Agent Name]

2. In 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 is executed:

1. Find the call in the conversation list

2. Click the actions menu (⋮)

3. Select "Cancel scheduled call"

4. Confirm the action

⚠️ Note: Once canceled, the call will not run automatically. If you change your mind, you'll need to schedule it manually again.

Displayed Information

For each scheduled call, the system shows:

• 📅 Exact 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 for the person to be called

Practical Use Cases

Example 1: Busy Customer with a Specific Date

Conversation:

Agent: "Good morning, I'm calling to introduce our solution..."
Customer: "I'm in a meeting right now, can you call me tomorrow at 3 in the afternoon?"
Agent: "Of course, I'll call you tomorrow at 3. Have a great day!"

Result:

• ✅ System automatically schedules a call for tomorrow at 15:00

• 🟢 Confidence level: High (specific date and time)

• 📝 Reason: "Customer requested to be contacted tomorrow at 3pm"

• 📋 Context included for the next call

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Example 2: Alternative Contact (Decision-Maker)

Conversation:

Agent: "Would you be interested in a demo of our platform?"
Customer: "I'm not the one who decides this, you need to talk to María, 
         the sales director. Her number is 675 412 661"
Agent: "Perfect, I'll contact María. Do you know what a good time would be?"
Customer: "She's usually more available in the mornings"

Result:

• ✅ System detects alternative number: 675 412 661

• 👤 Name: María

• 💼 Role: Sales director

• ⏰ Schedules a call for tomorrow morning (9-12h)

• 📋 Context: "Referred by [customer name], who indicated that María is the decision-maker"

• 🟢 Confidence level: High

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Example 3: Interest but No Specific Date

Conversation:

Agent: "Would you like to know more about how we can help you?"
Customer: "It sounds interesting but I can't talk right now, call me next week"
Agent: "Perfect, I'll contact you next week. Talk soon!"

Result:

• ✅ System schedules a call for 7 days later

• 🟡 Confidence level: Medium (no exact date)

• 📝 Reason: "Customer showed interest and asked to be contacted next week"

• 📋 Conversation summary included for continuity

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Example 4: Voicemail

Situation:

Agent dials the number → Rings 5 times → Voicemail activates
System detects: "Voicemail message"

Result:

• 📧 Status: Voicemail

• ⏰ System schedules an automatic retry for 48 hours later

• 🟠 Confidence level: Low (no conversation took place)

• 📝 Reason: "No answer, reached voicemail"

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Example 5: Do Not Schedule Follow-up

Conversation:

Agent: "I'm calling to offer you our solution for..."
Customer: "I'm not interested, please don't call me again"
Agent: "Understood, sorry for the inconvenience. Have a great day"

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 the follow-ups make sense

• Configure appropriate schedules: Respect your contacts' business hours

• Keep the blacklist up to date: 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 based on your use case

• Test before scaling: Run tests with a small group before importing thousands of contacts

❌ Avoid

• Do not cancel follow-ups without reviewing: Automatic follow-ups are usually well justified

• Do not ignore failed calls repeatedly: If a number fails constantly, investigate why

• Do not configure schedules: Without configured schedules, the agent may call at inappropriate times

• Do not review the blacklist: Blacklisted numbers must always be respected

• Do not overload with calls: Too many calls in a short time can be counterproductive

• Do not use generic prompts: Customize the message for your specific audience

Beta Limitations

Since this functionality is in beta phase, keep in mind:

• ⚠️ Limited availability: Not all customers have access yet

• 🔧 Continuous improvements: AI detection is being refined constantly

• 🐛 Possible errors: False positives/negatives may occur in detection

• 📊 Metrics in development: Some statistics are still being implemented

• 🌍 Languages: Currently optimized for Spanish, other languages in development

• 💬 Feedback welcome: Your comments help us improve the system

Report Issues

If you find any issue or have suggestions:

1. 📧 Send an email to [e-mail]

2. 💬 Use the live chat on the platform

3. 📝 Describe the issue in as much detail as possible

4. 🔗 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 cancel a scheduled call automatically?

Yes, you can cancel any scheduled call from the actions menu (⋮) in the conversation list. The call will not be executed and will be marked as "Canceled".

What happens if the customer gives an incorrect number?

If the alternative number provided by the customer is invalid, the system will try to call but will fail. The call will be marked as "Failed" and no further automatic retries will be scheduled for 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 transcripts?

Yes, each completed call includes a full transcript of the conversation. You can access it by clicking on the call from the conversation list.

What happens 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 calendar integration and give 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 more 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 buy a phone number for my agent?

To purchase national or international phone numbers, you must contact our support team:

• 📧 Email: [e-mail]

• 💬 Live chat on the platform

Our team will help you choose the most suitable number based on your location and needs. We have numbers in multiple countries.

Can I use my own phone number?

Currently, voice agents work 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: [e-mail]

• 💬 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

• Tools for Voice Agents

• Do-Not-Call List (Blacklist) Management

• Use of the Meetings Bot

• Calendar Integrations

• Webhook API

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Last updated: December 2024 Version: Beta 1.0