Your AI agent can make calls as well as answer them: follow up an enquiry, call back someone who rang, or remind a customer. It speaks for your business with the same knowledge, services and opening hours as when it answers, and every call is transcribed and summarised in CRM > Calls > Call log.
Turning it on
Open CRM > Calls > AI agents, pick an agent and tick Make calls under Making calls. Choose who it may call and when, then save. It calls from its own number.
Calling someone
On a contact, or on a deal's contact card, press Call with AI. Write the goal for this call and anything the agent should know, then press Call now. The form says first whether the agent may call them right now and, if not, why. A window then follows the call live: ringing, the conversation as it happens, then the result and summary. End call hangs up at any time.
In a playbook
Add the step AI phone call. Pick the agent, write the goal (merge fields work, such as {{ contact.first_name }}), and choose whether to try again when nobody answers (up to 3 more times, a gap you choose apart). The run goes on by how the call went:
- Interested: they want it, or asked to be called back.
- Not interested: they said no, it was the wrong person, they asked not to be called, or the call had no clear result.
- Not reached: no answer, voicemail, or the agent may not call them.
Later steps can use {{ context.call_result }}, {{ context.call_summary }}, {{ context.call_next_step }} and the captured answers. The trigger A call ends can also start playbooks on calls the agent made: set its direction to Made by agents.
Who it may call
By default, only people who agreed to calls, or who rang you in the last 7 days. Record agreement on the contact (Edit > Agreed to calls from your AI agents), from the call form, or through the API; it is recorded by itself when someone leaves your receptionist a message. The brand owner can let an agent call any contact who has not opted out, after confirming it only calls people who expect to hear from the business. Cold sales calls by AI need consent in the UK and the US. Nobody marked Do not disturb or Do not call is ever called.
When it calls
Only on the agent's days and hours (Monday to Saturday, 9:00 to 20:00 unless you change them), in the contact's own time zone worked out from their number, and never before 8:00 or after 21:00. For US numbers it must be inside the hours on both the east and west coast. A playbook step outside the hours waits for the next slot. At most 3 AI calls a day and 6 a week go to one number, and at most 30 calls an hour per brand.
On the call
It opens with who is calling, that it is an AI assistant and that the call is transcribed, then checks it has the right person. If it is the wrong person it apologises and ends the call without saying why it called. If they say they do not want calls, it marks them Do not call straight away. If they ask for a person, it takes a message for the team (calls it makes are not put through). If voicemail answers, it leaves a short fixed message saying who called and your number to ring back, never an AI conversation.
Credits
Each started minute of a call it makes costs 20 credits on Fast, 24 on Balanced and 28 on Best, counted from when they pick up (calls it makes cost more to run than calls it answers: the phone network charges for dialling them). Unanswered calls are free. A voicemail, or a call someone picks up and puts down before the agent speaks, costs 7 credits per started minute.
