> ## Documentation Index
> Fetch the complete documentation index at: https://docs.callers.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Use cases

> Common agent patterns for outbound calls, inbound calls, your website, text, and email, with the features that make each one work.

Most agents follow one of a handful of patterns. Use this page to pick a starting point and see which features to set up.

When you create an agent, set **Use case (optional)** in **General Settings**. It tells the AI what kind of agent you are building, so generated content fits the job. Names in **bold** below are the built-in options; the others are common patterns you can select with **Other**.

## Outbound

Outbound agents call (or text, or email) the contacts you add. All of them rely on [contacts](https://docs.callers.ai/documentation/using-callers/uploading-contacts.md), [scheduling and retries](https://docs.callers.ai/documentation/contacts/scheduling-and-retries.md), and [success criteria](https://docs.callers.ai/documentation/results/success-criteria.md).

| Use case | What the agent does | Recommended features |
| - | - | - |
| **Cold Outreach** | Calls new prospects, introduces your offer, qualifies interest, and books a meeting. | [Meeting step with Cal.com](https://docs.callers.ai/documentation/integrations/cal-com.md), [scenarios](https://docs.callers.ai/documentation/build-your-agent/agent-scenarios.md) for objections, [Do Not Call](https://docs.callers.ai/documentation/contacts/do-not-call.md), [local caller ID](https://docs.callers.ai/documentation/contacts/phone-numbers-and-caller-id.md), [voicemail message](https://docs.callers.ai/documentation/voice/voicemail-and-screening.md) |
| **Lead Revival** | Re-engages old or stalled leads, finds out whether they are still in the market, and routes warm leads to sales. | [Variables](https://docs.callers.ai/documentation/build-your-agent/agent-variables.md) for past context, [contact memory](https://docs.callers.ai/documentation/contacts/contact-memory.md), [warm transfer](https://docs.callers.ai/documentation/voice/call-transfers.md), [post-call actions](https://docs.callers.ai/documentation/build-your-agent/agent-actions.md) to update the CRM |
| **Pre-qualification** | Asks a fixed set of qualifying questions and scores the lead before a human follows up. | [Key questions](https://docs.callers.ai/documentation/using-callers/key-questions.md), [success criteria](https://docs.callers.ai/documentation/results/success-criteria.md), [HubSpot](https://docs.callers.ai/documentation/integrations/hubspot.md) or [Salesforce](https://docs.callers.ai/documentation/integrations/salesforce.md) sync, [webhooks](https://docs.callers.ai/documentation/webhook/webhook-overview.md) |
| **Event Confirmation** | Confirms appointments, deliveries, or event attendance, and reschedules when needed. | [Variables](https://docs.callers.ai/documentation/build-your-agent/agent-variables.md) for date and time, [pre-call chat](https://docs.callers.ai/documentation/build-your-agent/pre-call-chat.md), [SMS step](https://docs.callers.ai/documentation/build-your-agent/customizing-steps.md) with confirmation details, [Cal.com](https://docs.callers.ai/documentation/integrations/cal-com.md) |
| **Debt Collection** | Reminds customers of an outstanding balance, explains options, and records promises to pay. | [Pre-conversation actions](https://docs.callers.ai/documentation/build-your-agent/agent-actions.md) to fetch the current balance, [guardrails](https://docs.callers.ai/documentation/build-your-agent/instructions-and-guardrails.md), [call recording notice](https://docs.callers.ai/documentation/voice/call-recording-and-limits.md), [transfer to a human operator](https://docs.callers.ai/documentation/human-operators/overview.md), [security and privacy](https://docs.callers.ai/documentation/account/security-and-privacy.md) |
| **Contract Renewal** | Contacts customers before their contract ends, confirms renewal, and collects change requests. | [Variables](https://docs.callers.ai/documentation/build-your-agent/agent-variables.md) for plan and renewal date, [key questions](https://docs.callers.ai/documentation/using-callers/key-questions.md), [post-call actions](https://docs.callers.ai/documentation/build-your-agent/agent-actions.md) |
| **Churn Risk** | Calls at-risk customers, finds the reason for dissatisfaction, and offers a fix or escalates. | [Knowledge base](https://docs.callers.ai/documentation/using-callers/knowledge-base.md), [warm transfer](https://docs.callers.ai/documentation/voice/call-transfers.md), [post-call analysis](https://docs.callers.ai/documentation/using-callers/key-questions.md) for objections and sentiment |
| **Win-Back** | Reaches former customers with a return offer and records why they left. | [Scenarios](https://docs.callers.ai/documentation/build-your-agent/agent-scenarios.md), [key questions](https://docs.callers.ai/documentation/using-callers/key-questions.md), [Do Not Call](https://docs.callers.ai/documentation/contacts/do-not-call.md) |
| **Upsell & Cross sell** | Offers existing customers an upgrade or add-on based on what they already use. | [Pre-conversation actions](https://docs.callers.ai/documentation/build-your-agent/agent-actions.md) for account data, [contact memory](https://docs.callers.ai/documentation/contacts/contact-memory.md), [versions and split traffic](https://docs.callers.ai/documentation/build-your-agent/versions-and-split-traffic.md) to test offers |
| **Feedback & Survey** | Runs a short survey (NPS, CSAT, product feedback) and records structured answers. | [Key questions](https://docs.callers.ai/documentation/using-callers/key-questions.md) with linear scale and multiple choice, [Google Sheets](https://docs.callers.ai/documentation/integrations/google-sheets.md), [analytics](https://docs.callers.ai/documentation/using-callers/analytics.md) |
| **Welcome & Onboarding** | Welcomes new customers, confirms setup details, and answers first questions. | [Knowledge base](https://docs.callers.ai/documentation/using-callers/knowledge-base.md), [SMS](https://docs.callers.ai/documentation/build-your-agent/customizing-steps.md) or [email](https://docs.callers.ai/documentation/email-agents/overview.md) follow-up with links, [triggers](https://docs.callers.ai/documentation/integrations/triggers.md) to add new customers automatically |
| **Loyalty Nurturing** | Checks in with long-term customers, shares relevant offers, and collects feedback. | [Contact memory](https://docs.callers.ai/documentation/contacts/contact-memory.md), [key questions](https://docs.callers.ai/documentation/using-callers/key-questions.md), [text agents](https://docs.callers.ai/documentation/text-agents/overview.md) |

> [!TIP]
>
> **Speed to lead:** combine any outbound use case with a [trigger](https://docs.callers.ai/documentation/integrations/triggers.md) or the [API](https://docs.callers.ai/api-reference/introduction.md) so a new web lead is added to the agent, and called, within moments of signing up.

## Inbound

Inbound agents answer calls to your numbers. They rely on [phone numbers](https://docs.callers.ai/documentation/contacts/phone-numbers-and-caller-id.md), a [knowledge base](https://docs.callers.ai/documentation/using-callers/knowledge-base.md), and [call transfers](https://docs.callers.ai/documentation/voice/call-transfers.md).

| Use case | What the agent does | Recommended features |
| - | - | - |
| **Inbound** (reception and lead capture) | Answers every call, identifies what the caller needs, captures their details, and routes or books them. | [Scenarios](https://docs.callers.ai/documentation/build-your-agent/agent-scenarios.md), [call transfers](https://docs.callers.ai/documentation/voice/call-transfers.md), [Cal.com](https://docs.callers.ai/documentation/integrations/cal-com.md), [post-call actions](https://docs.callers.ai/documentation/build-your-agent/agent-actions.md) to create the lead |
| **Support & Troubleshooting** | Answers product and account questions, walks callers through fixes, and escalates what it can't solve. | [Knowledge base](https://docs.callers.ai/documentation/using-callers/knowledge-base.md), [in-call actions](https://docs.callers.ai/documentation/build-your-agent/agent-actions.md) to look up orders or tickets, [human operators](https://docs.callers.ai/documentation/human-operators/overview.md), [guardrails](https://docs.callers.ai/documentation/build-your-agent/instructions-and-guardrails.md), [keypad input](https://docs.callers.ai/documentation/voice/keypad-input.md) for account numbers |
| Appointment scheduling | Books, moves, or cancels appointments from an inbound call. | [Meeting step with Cal.com](https://docs.callers.ai/documentation/integrations/cal-com.md), [variables](https://docs.callers.ai/documentation/build-your-agent/agent-variables.md), [SMS step](https://docs.callers.ai/documentation/build-your-agent/customizing-steps.md) with the booking confirmation |

> [!TIP]
>
> An outbound voice agent can also answer calls back to its numbers. Use this when contacts miss the first call and call back.

## Web

Web agents talk with visitors on your site or in your app, by voice or text, with no phone number needed.

| Use case | What the agent does | Recommended features |
| - | - | - |
| Website assistant | Answers visitor questions by voice or chat and captures leads. | [Web widget](https://docs.callers.ai/documentation/widget-agents/installing-the-widget.md), [styling](https://docs.callers.ai/documentation/widget-agents/styling-the-widget.md), [knowledge base](https://docs.callers.ai/documentation/using-callers/knowledge-base.md), [bot protection](https://docs.callers.ai/sdk/bot-protection.md) |
| Guided forms and intake | Collects details through a conversation and shows in-call forms for things that are easier to type, like an address or a date. | [In-call forms](https://docs.callers.ai/documentation/widget-agents/in-call-forms.md), [transcript variables](https://docs.callers.ai/documentation/build-your-agent/agent-variables.md), [webhooks](https://docs.callers.ai/documentation/webhook/webhook-overview.md) |
| In-app voice agent | Adds a voice or text agent to your own product with full control over the UI. | [Web SDK](https://docs.callers.ai/sdk/overview.md), [events and transcript](https://docs.callers.ai/sdk/events-and-transcript.md), [headless and React Native](https://docs.callers.ai/sdk/headless-and-react-native.md) |

## Text and email

Text and email agents hold the same kind of conversations in writing. Many teams pair them with a voice agent.

| Use case | What the agent does | Recommended features |
| - | - | - |
| SMS or WhatsApp outreach | Starts a text conversation, answers replies, and follows up when the contact goes quiet. | [Text agent setup](https://docs.callers.ai/documentation/text-agents/text-agent-setup.md), [Twilio SMS](https://docs.callers.ai/documentation/text-agents/twilio-sms.md), [Telnyx SMS](https://docs.callers.ai/documentation/text-agents/telnyx-sms.md), [WhatsApp templates](https://docs.callers.ai/documentation/text-agents/whatsapp.md) |
| Ask before calling | Texts the contact first to ask whether they want a call, then calls those who agree. | [Pre-call chat](https://docs.callers.ai/documentation/build-your-agent/pre-call-chat.md) |
| Email outreach and follow-up | Sends personalized emails, reads replies, and answers them, with a follow-up sequence for contacts who don't reply. | [Email setup](https://docs.callers.ai/documentation/email-agents/email-setup.md), [email approval](https://docs.callers.ai/documentation/email-agents/email-approval.md) for human review before sending |
| Inbound email replies | Reads incoming emails to a connected mailbox and replies. | [Email agents](https://docs.callers.ai/documentation/email-agents/overview.md), [knowledge base](https://docs.callers.ai/documentation/using-callers/knowledge-base.md) |

## Related

> **[Quickstart](https://docs.callers.ai/documentation/get-started/quickstart.md)**
>
> Build your first outbound voice agent.

> **[Studio Chat](https://docs.callers.ai/documentation/build-your-agent/studio-chat.md)**
>
> Get agent ideas and let the AI build the first version.


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