> ## 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.

# Frequently asked questions

> Answers to common questions about building agents, voice quality, phone numbers, compliance, data security, the API, and enterprise options.

Quick answers to the questions teams ask most often. For step-by-step fixes, see [Troubleshooting](https://docs.callers.ai/documentation/resources/troubleshooting.md).

## Getting started

> **Do I need to write code to build an agent?**
>
> No. You build the script, voice, schedule, actions, and integrations in the dashboard. The AI Assistant in the editor can draft and change the agent from a plain-language description. Code is only needed if you want to integrate through the [API](https://docs.callers.ai/api-reference/introduction.md) or [Web SDK](https://docs.callers.ai/sdk/overview.md), or write a custom code action.

> **What's the difference between an agent's script, scenarios, and knowledge base?**
>
> The [script](https://docs.callers.ai/documentation/build-your-agent/agent-script.md) is the planned flow of the conversation. [Scenarios](https://docs.callers.ai/documentation/build-your-agent/agent-scenarios.md) handle things that can come up at any point, like objections or "call me later". The [knowledge base](https://docs.callers.ai/documentation/using-callers/knowledge-base.md) 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?**
>
> 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](https://docs.callers.ai/documentation/build-your-agent/testing-your-agent.md).

> **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](https://docs.callers.ai/documentation/build-your-agent/versions-and-split-traffic.md).

> **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?**
>
> 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](https://docs.callers.ai/documentation/build-your-agent/pre-call-chat.md) message to ask whether the contact wants a call.

## Voice and conversation quality

> **Which languages are supported?**
>
> Callers supports 35 languages, many with regional dialects. Multilingual voices can switch language within a call. See [Supported languages](https://docs.callers.ai/documentation/using-callers/supported-languages.md).

> **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](https://docs.callers.ai/documentation/voice/voices-and-sounds.md).

> **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](https://docs.callers.ai/documentation/voice/conversation-dynamics.md).

> **The agent mispronounces names or product terms. What can I do?**
>
> Add the word to a [pronunciation dictionary](https://docs.callers.ai/documentation/voice/pronunciation-dictionary.md) with how it should sound. If the problem is that the agent *mishears* a term, add it to the [speech recognition vocabulary](https://docs.callers.ai/documentation/voice/speech-recognition-vocabulary.md) instead.

> **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](https://docs.callers.ai/documentation/human-operators/overview.md) queue. Warm transfers brief the receiver before connecting. See [Call transfers](https://docs.callers.ai/documentation/voice/call-transfers.md).

> **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](https://docs.callers.ai/documentation/voice/voicemail-and-screening.md).

> **Does the agent remember previous conversations with a contact?**
>
> With [contact memory](https://docs.callers.ai/documentation/contacts/contact-memory.md) 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](https://docs.callers.ai/documentation/build-your-agent/agent-variables.md).

## Phone numbers and telephony

> **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](https://docs.callers.ai/documentation/contacts/phone-numbers-and-caller-id.md) and [Telephony](https://docs.callers.ai/documentation/integrations/telephony.md).

> **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](https://docs.callers.ai/documentation/build-your-agent/pre-call-chat.md) message before the call also helps.

> **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?**
>
> 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?**
>
> 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](https://docs.callers.ai/documentation/contacts/do-not-call.md).

> **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](https://docs.callers.ai/documentation/voice/call-recording-and-limits.md).

> **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?**
>
> 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?**
>
> You set the retention period in **Settings** → **General**, from 90 days up to 5 years, or a custom period. See [Security and privacy](https://docs.callers.ai/documentation/account/security-and-privacy.md).

> **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](https://docs.callers.ai/documentation/account/security-and-privacy.md).

> **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](https://docs.callers.ai/documentation/account/team-and-permissions.md).

> **Where can I find security and compliance documentation?**
>
> Visit the Callers trust portal at [trust.callers.ai](https://trust.callers.ai).

## API and webhooks

> **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](https://docs.callers.ai/api-reference/introduction.md).

> **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?**
>
> Add a [webhook](https://docs.callers.ai/documentation/webhook/webhook-overview.md) 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?**
>
> 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](https://docs.callers.ai/documentation/webhook/validating-webhook-signatures.md).

> **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?**
>
> 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?**
>
> Yes, on enterprise accounts. Callers can run your agents on a model you provide. See [Bring your own LLM](https://docs.callers.ai/documentation/enterprise/bring-your-own-llm.md).

> **Do you support single sign-on?**
>
> Yes. Callers supports SSO by email domain. Contact support to set it up. See [SSO login](https://docs.callers.ai/documentation/using-callers/sso-login.md).

> **Can we use our own carrier?**
>
> Yes. Connect your carrier or PBX over [SIP](https://docs.callers.ai/documentation/integrations/sip.md), or use your own Twilio or Telnyx account.

> **Can we offer Callers to our clients under our brand?**
>
> Yes. Create a [subaccount](https://docs.callers.ai/documentation/agencies/managing-subaccounts.md) for each client and use [white label](https://docs.callers.ai/documentation/agencies/white-label.md) to apply your logo, name, and domain.

## Still have a question?

Email [support@callers.ai](mailto:support@callers.ai), or open the **AI Assistant** in the agent editor and choose **Get help**.

## Related

> **[Troubleshooting](https://docs.callers.ai/documentation/resources/troubleshooting.md)**
>
> Step-by-step fixes for dialing, quality, webhooks, and channels.

> **[Glossary](https://docs.callers.ai/documentation/resources/glossary.md)**
>
> Definitions of Callers terms.

> **[Quickstart](https://docs.callers.ai/documentation/get-started/quickstart.md)**
>
> Build and test your first agent in 10 minutes.

> **[Callers for Enterprise](https://docs.callers.ai/documentation/enterprise/overview.md)**
>
> SSO, white label, custom retention, and your own telephony or LLM.


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