How it works
Each call runs on two models. The speaker model talks to the caller. It works full duplex: it listens while it speaks, so callers can interrupt it at any time, just like in a conversation with a person. It also handles small talk on its own. Whenever the caller needs an answer from your knowledge or an action, the speaker consults the thinking model, which runs your full AI agent: guidance, knowledge, actions, and procedures. The speaker then says the result in its own words.
The full botBrains platform on the phone
On a call, your agent has the full power of the botBrains platform. It answers from the same knowledge, calls your systems, and follows your workflows, just like in chat or email.Knowledge
Answer from your website, documents, and data providers.
Unitools
Look up orders, book appointments, and update records in your systems.
Procedures
Guide callers through multi-step workflows such as identity checks or cancellations.
Connect your phone system
Manage your phone line on the voice integration page. The simplest way to connect is through your botBrains number. Customers call it directly, or you forward your existing number to it in your phone system or with your carrier. On request, botBrains also connects to your phone system directly through SIP.Introductions
The agent speaks the introduction word for word before the conversation starts. In the EU, the opening of a recorded AI call should cover three points:
For outbound calls, you know who you call. Instead of the recording notice, you can rely on consent the customer gave before the call, for example in your privacy policy. The AI notice is still required.
The default introductions cover all three points:
Custom words
Custom words improve speech recognition and transcripts. Add names and terms the agent wouldn’t recognize otherwise, such as product names, brands, or street names, one per line:Configure the agent for phone
Speaker guidance
A speaker guidance configures the speaker model. Add it with Add Speaker Guidance on the guidance page. Keep it short and focus on:- Speech. Tone, pace, reply length, how to calm frustrated callers, and how to handle interruptions.
- Pronunciation. How to say uncommon words. See pronunciation.
- Immediate knowledge. Facts the agent can say without looking anything up, such as who you are or your opening hours.
Pronunciation
To control how the agent says a word, write it in the speaker guidance with its pronunciation in IPA (International Phonetic Alphabet) or as a phonetic spelling:Phone guidance
Your regular guidance applies on calls too, and the thinking model follows it. To change how the agent speaks, use a speaker guidance. To give instructions only for calls, scope a guidance with an audience:Liquid templating
Like all other guidance, speaker guidance and phone guidance support Liquid templating. Every audience field is available as a variable, including the phone fields above. For example, use it to tell the agent why it calls:channel.voice.direction audience on the guidance or speaker guidance instead.
Phone actions
Enable these actions on a phone guidance by mentioning them:
Text messages show your project name as the sender, can have up to 459 characters, and can’t reach numbers in the US, Canada, or Puerto Rico. Sending text messages incurs additional charges.
Forwarding and escalations
When a caller needs a person, the agent escalates in one of two ways:- Live forward (call transfer). With
forward_call, the agent transfers the call to any phone number you list in your guidance, for example your support hotline or a specific team. It picks the number that fits the request, tells the caller where it connects them, and starts the transfer. - Email handoff. With
handoff, the agent collects the caller’s request, name, and email address and sends it to your support email. The caller gets a copy.
Outbound calls
Start a call with Dial on the voice integration page. Search for a user with a phone number or type any number. You can also start calls through the API withPOST /projects/{project_id}/voice/{integration_id}/dial and a to_number.
The agent starts talking once a person answers:
- Voicemail. If an answering machine picks up, the agent hangs up without leaving a message.
- iPhone call screening. A short fixed message introduces your agent and asks to speak with the person. Once the person picks up, the conversation starts.
How calls end
Recording and transcripts
Recording and recording opt-out work by default, without any setup. botBrains records every phone call after the introduction. If the caller presses the star key, botBrains stops the recording and discards it. The transcript stays in the conversation either way. After a forward, botBrains also transcribes the part with your colleague and adds it to the conversation. This makes calls easy to audit, and botBrains learns from how your team answers through suggestions.Calls
The calls page lists every call with direction, customer, recording, transcript, and forwarding result. botBrains links each caller to a user by phone number. Every call starts as In progress and ends in one of the following statuses. Busy, no answer, voicemail, and undetermined only occur on outbound calls, because botBrains answers every inbound call right away. On voicemail, the agent hangs up without leaving a message. iPhone call screening isn’t a status of its own. If the person picks up after screening, the call ends as Completed. If they never pick up, it ends as No answer, and the calls page shows that the call screening picked up.FAQ
Can I keep my existing phone number?
Can I keep my existing phone number?
Yes. Forward your existing number to your botBrains number, or ask us to connect your phone system through SIP. See connect your phone system.
How do calls reach my team?
How do calls reach my team?
The agent forwards calls live (call transfer) to any number you list in your guidance, or hands the request to your team by email. If a colleague doesn’t pick up, the agent takes the call back. See forwarding and escalations.
Which countries and numbers are supported?
Which countries and numbers are supported?
You can get a Berlin number quickly and go live with it. For a number from another country, contact us and we provision it for you.
Where does botBrains store call data?
Where does botBrains store call data?
botBrains stores recordings, transcripts, and all other call data in the EU.
Can I test calls in my browser?
Can I test calls in my browser?
Yes. Start a call from the profile preview in your browser. Browser calls skip recording, forwarding, and SMS, and count toward your voice minutes like any other call.
Can I schedule outbound calls with calling hours, time zones, or retries?
Can I schedule outbound calls with calling hours, time zones, or retries?
Not yet. Phone focuses on inbound calls today. Start outbound calls one at a time with Dial or through the API.
Which number do customers see when the agent calls them?
Which number do customers see when the agent calls them?
Your botBrains phone number.