Getting started
Do I need to write code to build an agent?
Do I need to write code to build an agent?
What's the difference between an agent's script, scenarios, and knowledge base?
What's the difference between an agent's script, scenarios, and knowledge base?
The script is the planned flow of the conversation. Scenarios handle things that can come up at any point, like objections or “call me later”. The knowledge base holds facts the agent looks up to answer questions. Keep the script short and put reference material in the knowledge base.
Can I test an agent without calling real contacts?
Can I test an agent without calling real contacts?
Yes. Click Test Call in the editor and call your own phone from the Phone Call tab, or talk to the agent in the browser from the Web Call tab. Text and email agents have their own test options. See Testing your agent.
Why doesn't my edit show up in live calls?
Why doesn't my edit show up in live calls?
If your agent uses versions, saving updates the Draft. Click Publish to make the change live. See Versions and split traffic.
Can one agent call and also answer calls?
Can one agent call and also answer calls?
Yes. An outgoing voice agent can be set to also accept incoming calls on its numbers, which is useful when contacts call back. For a dedicated inbound line, create an agent with the Incoming direction.
Can an agent text or email as well as call?
Can an agent text or email as well as call?
Each agent has one main channel (Voice, Text, or Email), but a voice agent can send SMS, email, or WhatsApp templates as steps during or after a call. You can also send a pre-call chat message to ask whether the contact wants a call.
Voice and conversation quality
Which languages are supported?
Which languages are supported?
Callers supports 35 languages, many with regional dialects. Multilingual voices can switch language within a call. See Supported languages.
Can I use my own voice or clone a voice?
Can I use my own voice or clone a voice?
Yes. In Voices & Sounds, clone a voice from audio files or add a voice by its provider ID. See Voices and sounds.
The agent talks over people or waits too long. How do I fix it?
The agent talks over people or waits too long. How do I fix it?
Adjust the Patience Level in the agent settings: faster for quick back-and-forth, slower when contacts need time to think or read out numbers. You can also set patience per step and mark key lines as uninterruptible. See Conversation dynamics.
The agent mispronounces names or product terms. What can I do?
The agent mispronounces names or product terms. What can I do?
Add the word to a pronunciation dictionary with how it should sound. If the problem is that the agent mishears a term, add it to the speech recognition vocabulary instead.
Can the agent transfer a call to a person?
Can the agent transfer a call to a person?
Yes. A Call Transfer step can send the call to a phone number, a SIP URI, a number stored on the contact, or a human operator queue. Warm transfers brief the receiver before connecting. See Call transfers.
Does the agent leave voicemails?
Does the agent leave voicemails?
It can. Turn on Leave message if reaching voicemail and choose whether to leave it whenever voicemail is detected, on the first detected voicemail only, or on the final scheduled call. See Voicemail and screening.
Does the agent remember previous conversations with a contact?
Does the agent remember previous conversations with a contact?
With contact memory turned on, the agent keeps facts it learns about a contact and uses them in later conversations. You can also pass context in through variables.
Phone numbers and telephony
Where do phone numbers come from?
Where do phone numbers come from?
You can buy a number managed by Callers, sync numbers from your own Twilio or Telnyx account, or connect your carrier over SIP. All numbers appear in Phone numbers. See Phone numbers and caller ID and Telephony.
How can I improve answer rates?
How can I improve answer rates?
Use several numbers with the Prefer Local Numbers or Auto Optimize dialing strategy, check numbers for spam flags in Phone numbers, call within sensible hours in the contact’s time zone, and spread retries over several days. A pre-call chat message before the call also helps.
How many calls can run at the same time?
How many calls can run at the same time?
Outgoing agents run up to 10 calls in parallel by default (Max Outgoing Calls in Parallel). Inbound agents handle 2 parallel calls by default, configurable from 1 to 20. Contact support if you need more.
Can a contact have more than one phone number?
Can a contact have more than one phone number?
Yes. Add several numbers to a contact and the agent tries them one after another.
Compliance, Do Not Call, and recording
How does Callers handle Do Not Call requests?
How does Callers handle Do Not Call requests?
Your account has a Do Not Call list under Contacts → Do Not Call. When Update Account Do Not Call (DNC) List Automatically is on, contacts who ask not to be called again are added to it. You can also import numbers, and check the US Federal DNC Registry and state DNC lists before dialing. See Do Not Call.
Are calls recorded? Can I announce it?
Are calls recorded? Can I announce it?
Recording is on by default. You can turn on Play a message that calls are being recorded so the agent discloses it at the start of the call, and stop recording when a call is transferred. See Call recording and limits.
How do text contacts opt out?
How do text contacts opt out?
Text agents detect opt-out keywords (such as STOP) and unsubscribe the contact, so the agent stops messaging them.
Who is responsible for consent to contact people?
Who is responsible for consent to contact people?
You are. Make sure you have the consent your local rules require (for example, for automated calls and texts) before you add contacts, and use calling hours, DNC checks, and recording disclosures to stay within them.
Data and security
How long are recordings and transcripts kept?
How long are recordings and transcripts kept?
You set the retention period in Settings → General, from 90 days up to 5 years, or a custom period. See Security and privacy.
Can I hide sensitive data like card numbers?
Can I hide sensitive data like card numbers?
Yes. Sensitive data detection can mask card numbers, CVVs, and PINs in transcripts, or delete transcripts and recordings that contain them. See Security and privacy.
Can I limit what each team member sees?
Can I limit what each team member sees?
Yes. Each member has a role (Admin or ReadOnly) and member access settings, such as access to contact phone numbers, transcripts and recordings, analytics, and exports. You can also require multi-factor authentication. See Team and permissions.
Where can I find security and compliance documentation?
Where can I find security and compliance documentation?
Visit the Callers trust portal at trust.callers.ai.
API and webhooks
How do I authenticate API requests?
How do I authenticate API requests?
Create an API key in Settings → API Keys and send it in the
Authorization header, without a Bearer prefix. See API introduction.The API mentions campaigns. Is that the same as agents?
The API mentions campaigns. Is that the same as agents?
Yes. Agents used to be called campaigns.
/agents is the current path; the legacy /campaigns paths and campaignId fields still work.How do I get call results into my system?
How do I get call results into my system?
Add a webhook to the agent. Callers sends events such as call connected and post-call analysis finished, with the transcript, summary, key question answers, and recording link. You can also pull results with the calls endpoints.
How do I verify that a webhook came from Callers?
How do I verify that a webhook came from Callers?
Every webhook is signed in the
X-Signature header. Verify it with the Callers public key or your account’s HMAC secret. See Validating webhook signatures.Which IP addresses do requests come from?
Which IP addresses do requests come from?
Webhooks and HTTP actions come from
35.245.204.86 and 35.221.61.75. Allowlist both if your endpoint is behind a firewall.Can I manage subaccounts through the API?
Can I manage subaccounts through the API?
Yes. Use your main account’s API key and add the
x-sub-organization-id header to act on a subaccount.Enterprise
Can we bring our own LLM?
Can we bring our own LLM?
Yes, on enterprise accounts. Callers can run your agents on a model you provide. See Bring your own LLM.
Do you support single sign-on?
Do you support single sign-on?
Yes. Callers supports SSO by email domain. Contact support to set it up. See SSO login.
Can we use our own carrier?
Can we use our own carrier?
Yes. Connect your carrier or PBX over SIP, or use your own Twilio or Telnyx account.
Can we offer Callers to our clients under our brand?
Can we offer Callers to our clients under our brand?
Yes. Create a subaccount for each client and use white label to apply your logo, name, and domain.
Still have a question?
Email support@callers.ai, or open the AI Assistant in the agent editor and choose Get help.Related
Troubleshooting
Step-by-step fixes for dialing, quality, webhooks, and channels.
Glossary
Definitions of Callers terms.
Quickstart
Build and test your first agent in 10 minutes.
Callers for Enterprise
SSO, white label, custom retention, and your own telephony or LLM.