Every item below is a setting or a screen in the product today. Which plan includes it is on the pricing page.
Answers first, people when it matters
Assistants answer from your own knowledge base and your own wording, and callers can interrupt them the way they would a person. When a caller asks for a person, or the assistant should not carry on, the call moves to your team.
- Knowledge base answers with the source documents you control
- Callers can talk over the assistant (barge-in)
- Hold music while the right person is found
- A spoken briefing to the person who answers, so the caller never repeats themselves
Queues and hand-over
Groups of people act as a queue. Callers wait with music, the call rings through the group by the rule you choose, and the person who picks up is told who is calling and why.
- Ring in turn, the least busy person first, or by priority
- Live coaching: knowledge-base answers suggested to the person during a handed-off call
- Supervisors can listen in and whisper
- Emotion-aware priority moves an upset caller up the queue (opt-in)
Knows who is calling, checks who they say they are
Recognise the caller before the assistant answers, and ask for more proof as the request gets more sensitive.
- Lists of VIP, watch and blocked numbers
- Lookup in your own customer system through a webhook
- Welcome-back for a repeat caller
- Security questions, one-time codes, and voice matching as an add-on
Specialists, not one generalist
A front-door assistant finds out what the caller needs in a question or two and passes the call to the specialist assistant, with a briefing. A limit on hand-offs stops calls bouncing between assistants.
- Greeter and specialist assistants in the same account
- The caller does not repeat their reason
- Every hop is visible when the call is reviewed
Learns from every call, under supervision
Resolved calls become candidate answers that a supervisor reviews before they reach the knowledge base. Assistants of the same account can share what has been approved.
- A review queue for what was learned, with the transcript behind each answer
- Shared approved answers across the account's assistants
- What a person did on a handed-off call is learned from as well
- An option to run a local language model for part of the traffic
See and prove everything
Open any call and see the whole story: who called, what was said, which tools ran, who took it over and who has looked at it since.
- Call review timeline, recordings, exports and a record of every viewer
- Legal holds, and erasure of a single call
- Tamper-evident audit: finished calls sealed into a chain with daily signed roots and an optional external timestamp
- More than 100 extra fields on every call record for reporting
Safe by design
The assistant is built to stop and hand over when a call turns serious, and to refuse what it should not do.
- Instant hand-over to a person for self-harm, a medical emergency, imminent fraud or a threat to staff; a vulnerable-adult flag for review
- Redaction and blocked phrases, such as card numbers and PINs on the banking pack
- Defence against prompt injection, and signed prompts that refuse a call if the prompt was altered outside the app
- Recording notice and consent, and card capture on the keypad so card numbers never reach the transcript
Reliable in production
Changes are tested before they reach callers, and a bad change can be undone.
- Backup providers: a failing language, speech or voice provider is retried on a backup
- Synthetic test calls and a regression suite that run against the live assistant
- Configuration history with one-click restore
- Business hours, holidays and emergency triage protocols with two-person sign-off
- Daily cost limits and quotas
Outbound that follows the rules
Reminders, alerts and call-backs through campaigns that respect calling hours and opt-outs.
- Calling hours in the campaign's time zone, daily limits and do-not-call checks
- A keypad opt-out and a cap on dropped calls
- Caller ID attestation recorded per campaign, and required before a campaign starts if you choose
- Hand-over to a person when the call needs one
Every caller included
Text telephone (TTY) callers, callers who need a slower pace, and callers who would rather type.
- TTY recognition and replies in text, with hand-over to a trained person
- Speech pace that adapts to the caller and is remembered
- Live captions, and an offer of text messages or chat
- Language detection that switches the call to the caller's language
- A satisfaction question at the end of the call
Your numbers, your carriers
Keep an inventory of your phone numbers, send each one where you want its calls to go, and link the carriers you buy from.
- Each number can go to a call flow, a route plan or an assistant, like a trunk
- Link any carrier with an API (ready-made for Twilio, Telnyx, Vonage and Plivo, or describe your own) to read, search, buy and release numbers
- Sandbox numbers for testing, which are free, cannot reach the phone network and are never learned from
Video, and a person in seconds
A caller can open a video call with an animated assistant in the browser, ask for a person, and be joined by one from your team with the context, then share a screen.
- A link starts the call; no app to install
- A Talk to a person button, or the assistant itself, alerts your chosen group
- The first person to take it joins the same call and the assistant steps out
- Screen sharing once a person is on the call, when you allow it
AI on your own servers
Speech, voices and language models can run on the platform's own CPUs, per assistant, group or account, with an automatic fallback to the outside provider or the other way round.
- Five ways to run each kind of AI, from outside only to this server only
- Whisper speech models in five sizes and 18 voices in 14 languages
- Change many assistants at once, or choose at pack install
- Nothing is sent to an outside provider when you choose this server only
Many languages, in real time
Detect the caller's language from their first words, translate live between caller and agent with a glossary, and route to the agent who speaks it.
- Language detection that switches the call
- Live translation logged with its cost
- Skill-based routing by language, product and tier
- Messages for closed hours and voicemail in several languages
Learning that is tested before it ships
What your people say becomes an answer. Every change is checked against scripted scenarios and kept as a version you can restore.
- Golden-call scenarios that block a regression
- Silent comparison against another model
- Prompt versions and live A/B tests
- A quality queue for replies that look wrong