AI Phone Agent

The AI Phone Agent is a smart voice assistant that handles phone calls on behalf of your website. The agent can: • Answer incoming calls with a personalised greeting • Answer questions about your products, services and opening hours • Capture leads and schedule appointments • Transfer to a human agent when needed • Run outbound calling campaigns

Customise the phone agent to match your business: • Voice — Choose from 140+ voices in 28 languages. Filter by language, gender and age to find the perfect voice for your business • Default language — The language the agent starts in (NL, EN, DE, FR, ES). The agent can switch during the call • Greeting — Customise the opening sentence per language • Business hours — Set when the agent is available. Outside business hours, callers are sent to voicemail • Transfer contacts — Add up to 10 contacts the agent can transfer calls to • Max call duration — Maximum duration per call (default 15 minutes, max 30 minutes)

Add up to 10 contacts the AI agent can transfer callers to. For each contact you fill in: • Name — The team member's name • Phone number — The number to transfer to • Department — E.g. 'Customer service', 'Sales', 'Technical support' • Role — E.g. 'Team lead', 'Account manager', 'Director' How the AI routes: The agent knows all contacts with their department and role. When a caller asks to be transferred, the agent determines the best match based on the conversation: • Caller asks for 'someone from sales' → agent picks the contact with department 'Sales' • Caller mentions a name → agent looks up the contact by name • Caller has no preference → agent uses the default contact (⭐) Default contact: Mark one contact as default (⭐). This contact is used when the caller has no specific preference. Limitations: • Transfers only work during business hours • Maximum 10 contacts per site • Both landline and mobile numbers are supported Costs: • Direct call (PSTN): transfer is included in the call rate • Webcall: transfer is billed as an outbound call (€0.15/min)

Determine which actions the phone agent may perform during calls. Standard tools (always available): • Transfer — The agent can forward the call to a team member. Only based on the sentiment of the conversation or when the caller requests it • Create ticket — A support ticket is created. Only based on the sentiment of the conversation or when the caller requests it Booking tools: • List bookings — Overview of existing appointments • Check availability — Check if there are available slots • Cancel booking — Cancel an existing appointment • Reschedule booking — Move an appointment to a different time E-commerce tools: • Lookup order — Callers can check the status of their order • Check stock — Check if a product is in stock • Track shipment — Track the status of a shipment • Process return — Start a return procedure Delivery tools: • Track delivery — Track the status of a delivery • Estimated arrival — Provide an estimated delivery time • Cancel delivery order — Cancel a pending delivery order Reservation tools: • List reservations — Overview of existing reservations • Check table availability — Check if a table is available • Cancel reservation — Cancel an existing reservation Menu tools: • Get menu — Show the current menu • Check item availability — Check if a dish is available • Get allergen info — Provide allergen information for dishes Rental tools: • Check unit availability — Check if a unit is available • Get pricing — Show prices for the requested period • List facilities — Overview of available facilities Loyalty tools: • Check points balance — View the current points balance • List rewards — Show available rewards • Check tier status — View the current loyalty programme tier Recruitment tools: • List open positions — Show available vacancies • Get job details — Provide details about a specific vacancy • Check application status — Check the status of an application Real estate tools: • Search listings — Search available properties • Get listing details — Show details of a specific property • Schedule viewing — Schedule a property viewing Reviews tools: • Get review summary — Show a summary of reviews • Submit review request — Send a request to leave a review Enable or disable tools via Settings → Phone Agent → Active tools. Per-vertical tools only appear when the corresponding vertical is activated.

Let the phone agent send documents by email to callers during a conversation. Think of brochures, terms & conditions, price lists or leaflets. How it works: 1. Upload documents via Phone Agent → Tools → Email attachments 2. Give each document a label, description and trigger keywords 3. During a call, the agent recognises when a document is relevant 4. The agent asks the caller for an email address and sends the document Supported formats: • PDF (recommended — safest and universally readable) • DOCX, XLSX, TXT • Images: PNG, JPG Limits (Brevo): • Max 4 MB per file • Max 10 attachments per site Trigger keywords: Enter keywords per document (e.g. "terms", "price list", "brochure"). The agent uses these to automatically select the right document based on the conversation.

View all calls and statistics: • Call log — List of all calls with date, duration, direction (inbound/outbound) and outcome • Filters — Filter by date, sentiment (positive/neutral/negative), outcome and language • Detail — Per call you see a summary, tools used and sentiment analysis • Analytics dashboard — KPIs like average call duration, resolution rate, sentiment distribution and peak hours Go to Phone Agent → Calls for the call log, or Phone Agent → Analytics for the dashboard.

The phone agent can automatically create leads and tickets: • Leads — When a caller shows interest, name, email, phone and interest are captured. Manage leads via Phone Agent → Leads. Change the status (new, contacted, converted, lost) • Tickets — For issues or complaints the agent creates a support ticket with an AI summary. Manage tickets via Phone Agent → Tickets. Change priority and status Each lead and ticket is linked to the original call for full context.

Test the phone agent before going live: 1. Go to Phone Agent → Test Call 2. Click 'Start test' 3. Speak through your microphone — the agent responds in real time 4. Review the transcript and tools used The test call uses the same configuration as a real call but is not saved in the call logs.

The phone agent is designed with privacy in mind: • Recording consent — Callers are informed that the call is processed by AI • No full recordings — Only an AI summary is stored, no audio • Phone numbers — Stored as hashed values for privacy • Data retention — Call logs are automatically deleted after the configured period (default 90 days) • GDPR export — All data can be exported via the data export feature • Location — All data is processed and stored in the EU (europe-west4)

Monitor phone agent usage: • Usage overview — See the number of calls, total call time and costs per period • Limits — Set a monthly call limit to prevent unexpected costs • Alerts — Receive a notification when you reach 80% of your limit Go to Phone Agent → Usage for the full usage overview.

Automatically charge voice costs to your end clients with your own profit margin. Three call types with separate rates: • Inbound (direct call) — Incoming via phone number: €0.12/min platform cost • Outbound (direct call) — Outgoing via call campaign: €0.15/min platform cost • Webcall — Via website widget (no phone line): €0.08/min platform cost Setting up markup: 1. Go to Voice → Configuration → Client Billing 2. Enable 'Charge voice usage to clients' 3. Choose a markup type: • Percentage — e.g. 30% markup on all platform costs • Fixed amount per minute — Set a separate client price per call type 4. Check the preview to verify your client prices Usage overview: • The overview shows per site: calls, minutes (inbound/outbound/webcall), and costs • Select a historical month via the month selector • Export the overview as CSV with the export button Automatic billing via Stripe Connect: If you have connected Stripe Connect, voice costs are automatically billed as metered usage on your client's subscription invoice.

The phone agent automatically starts in the language selected by the visitor via the language switcher on the website. During the conversation, the agent can also switch to another language if the caller speaks a different language. Supported languages: Dutch, English, German, French and Spanish.

The greeting always starts with a time-of-day greeting based on Dutch time: • 06:00 – 11:59: Good morning • 12:00 – 17:59: Good afternoon • 18:00 – 05:59: Good evening The time-of-day greeting is automatically prepended to the default greeting in the caller's language.

The agent remembers previous conversations. For returning callers, the agent knows the context of the last 5 previous conversations. This helps the agent provide more relevant and personalised answers.

Returning callers are automatically recognised and greeted by name when they have previously shared their details. The greeting becomes: "{time-of-day} {name}! Welcome back. How can I help you?"

The AI Phone Agent works immediately via webcalls in the browser — a phone number is not required. Want to also be reachable via a regular phone number? You can purchase one via Settings → Phone numbers per site. Process per country: 1. Select a country and search for available numbers 2. Click 'Buy' — the number is reserved 3. For EU countries (NL, BE, DE, FR, ES, etc.) additional documents are required 4. Upload the requested documents (company registration, passport/ID, proof of address) 5. Fill in the address form (must match the area code region) 6. Submit the documents Processing time: • Step 1 — Document review: 2-3 business days • Step 2 — Carrier activation in the country of issue: up to 72 hours after approval • Total: approximately 5-6 business days Instant activation (US & UK): Numbers in the United States and United Kingdom are activated instantly without documents. Required documents per country: • Netherlands: Chamber of Commerce extract, passport/ID of representative, proof of address (< 3 months) • Belgium: Company registration, passport/ID, VAT number, proof of address (< 3 months) • Germany: Commercial register extract, passport/ID, utility bill (< 3 months), German registration form (signed) • France: Company registration, passport/ID, proof of address (< 3 months) • Spain: Company registration, passport/ID, CIF number, proof of address (< 3 months)

Toll-free numbers are phone numbers that are free to call for your customers. The call costs are charged to you as the owner. Availability: Toll-free numbers are available in all supported countries except the Netherlands. When searching for numbers, you can set the number type to 'Toll-free'. Costs: • Monthly cost: same as local numbers (€2.50/month) • Inbound call costs: higher than local numbers (~4x). Standard inbound rates apply. When to use: • When you don't want your customers to pay call costs • For customer service or sales numbers • In countries where toll-free numbers are common (US, UK, DE)

You can transfer (port) an existing phone number from another provider to our service. Steps: 1. Go to Settings → Phone numbers → 'Port number' tab 2. Enter your phone number (E.164 format, e.g. +31612345678) 3. Click 'Check' — the system verifies if the number is portable 4. Fill in your details: name, company, address 5. Upload a LOA (Letter of Authorization) — signed by the account holder, max 90 days old 6. Upload a recent invoice from your current provider (max 30 days old) 7. Optionally choose a preferred transfer date 8. Submit the request Timeframe: • Domestic (e.g. NL → NL): 1-3 weeks • International: 2-6 weeks • US/Canada with FastPort: 3-7 business days Costs: • Porting itself is free • After porting, standard monthly fees apply (€2.50/month) and call rates Status tracking: After submission you can track the status. If there are issues (status 'Action required'), you'll receive instructions.

An AI voice assistant is available in the CMS Help Centre that can answer questions about the CMS. The assistant combines sales and support knowledge and speaks the language of your CMS interface. Open the Help Centre via the menu and click 'Start conversation' at the AI Support Assistant.

Place a call widget on your website so visitors can directly contact the AI Phone Agent. Two modes: • Voice call (via browser) — Visitors start a voice conversation directly in the browser using their microphone. No phone number is required. This works immediately once you place the widget on a page and the agent is enabled. • Phone (call link) — Visitors click the phone number and are connected via their phone. This requires an active phone number. Webcall display mode: When public webcalls are enabled, you can choose how the widget is displayed: • Sitewide — The webcall widget appears automatically on all pages of your website. • Per page — The widget only appears on pages where you add the Voice Agent block via the Page Builder. Adding the widget: 1. Open a page in the editor 2. Choose 'AI Phone Agent' from the block list 3. Select the mode: Voice call or Phone 4. Choose a variant: Button, Banner or Floating 5. Adjust the accent colour to match your brand Important: For voice call mode, 'Public webcalls' must be enabled in the Phone Agent settings.

Give the AI Phone Agent extra knowledge by uploading documents. The agent uses this knowledge to provide better and more relevant answers during conversations. Supported formats: PDF, TXT, DOCX Limits: Maximum 5 documents per site, each up to 10 MB How it works: 1. Go to Phone Agent → Settings 2. Scroll to 'Knowledge sources' 3. Upload a document — the text is automatically extracted and summarised 4. Once the document has status 'Ready', the agent uses this knowledge in every conversation Think of: product catalogues, FAQs, company information, price lists or manuals.

Let the AI Phone Agent automatically use the content of your published pages as a knowledge source. The agent can then answer questions based on the texts on your website. How it works: 1. Go to Phone Agent → Settings 2. Scroll to 'Website knowledge' 3. Enable the toggle 4. Click 'Sync website' — all published pages are read and summarised 5. The agent uses this knowledge in every conversation The text of each page is automatically extracted and compactly summarised. Only text is processed — images are skipped.

Offer callers the option to receive a copy of the conversation transcript by email after the call. How it works: 1. Enable the feature via Voice Agent → Settings → 'Transcript by email' 2. At the end of each call, the agent asks if the caller would like to receive a copy 3. If the caller agrees, the agent asks for an email address 4. The transcript is automatically sent to the provided address What the email contains: • Conversation summary • Full transcript (question-answer) • Call duration In the call overview an email icon appears next to calls for which a transcript was sent. This gives you a quick overview of which callers received a copy. This feature works for both direct phone calls and browser-based webcalls.

Use the 'Custom instructions' field (Voice Agent → Settings) to give the AI extra rules applied during every call. Below are ready-to-use examples per industry that you can copy and customize. Available variables: {businessName}, {language}, {openingHours}, {escalationPhone}, {currentDate} Healthcare (dentist, GP, physio, chiro): For acute complaints (severe pain, bleeding, breathing difficulty): transfer to {escalationPhone} and mention 'URGENT'. Outside business hours ({openingHours}): provide the emergency number. For non-urgent complaints: book a regular appointment via availability check. For treatment series: book the first appointment, tell the patient the practice will confirm follow-ups by email. Restaurants & Hospitality: For large parties (8+ guests): create a ticket with subject 'Group Reservation' including date, time and number of guests. The manager will follow up. For allergy questions: consult the menu and always mention that the guest should confirm allergies upon arrival. Beauty Salons & Hair Salons: For gift voucher questions: refer to the website for online purchases. For redemption: note the voucher code in the ticket so reception can process it. For walk-in questions: explain that real-time wait times are not available and offer to book the next available appointment. Law Firms: Always ask the name of the opposing party. Note in the ticket: 'Opposing party: [name]'. The firm checks for conflicts of interest before the appointment. Never share legal advice — refer to the initial consultation. Garages & Auto Repair: For status inquiries: create a ticket with subject 'Status inquiry [license plate]' and request a callback. For courtesy car: note in the ticket that the customer wants a loaner. For price questions: provide estimates from the knowledge base and mention that final pricing is determined after inspection. Driving Schools: For exam date or progress questions: create a ticket with 'Exam inquiry' or 'Progress inquiry' and the student's name. The instructor will follow up. For new registrations: collect name, desired license type, and preferred schedule. Hotels & Vacation Parks: Booking requests that don't fit through availability check: log as a callback request with desired dates, room type and number of guests. Front desk will confirm. For local activity questions: consult the knowledge base. Mortgage Advisors & Accountants: During intake: ask about income, property value, and desired mortgage amount. Note in the ticket. Never provide specific advice — refer to the consultation. For deadline questions: consult the knowledge base for current filing dates. Psychologists & Therapists: For crisis reports (suicidal thoughts, immediate danger): provide the national crisis number and transfer to {escalationPhone}. During intake: collect only name, contact details and a general description of the concern. Never ask for diagnosis details. Veterinary Clinics: For emergencies (poisoning, breathing difficulty, bleeding): transfer immediately to {escalationPhone} with note 'URGENT ANIMAL'. For routine questions (vaccinations, nutrition): consult the knowledge base. For medication requests: create a ticket.