Entry
A phone call to your number or a conversation started from the button on the website.
Announcement
For calls through our telephony, the client hears that the call is being recorded, in Romanian, Russian or both.
Speech recognition
The client’s voice becomes text, in real time.
The language model
The agent decides what to answer, according to the scenario and knowledge base.
Tools
If needed, the agent calls an action: creates an appointment, creates a lead, sends an SMS, transfers the call.
Voice
The response is spoken in the chosen voice; the client can interrupt the agent.
After the call
Transcript, recording, summary, tone and extracted fields, sent to the CRM or into the table.
How it works
From call to result in CRM
Kallina listens, understands, responds with a voice and carries out actions in your systems during the call. After the call, the result reaches where the team works.
Agent
Instructions
You are the reception assistant. Answer briefly and politely.
Ask what service the client is calling about and suggest an available slot.
When the client asks for a person, transfer the call.
First message
Good day, {{nume_client}} How can I help you?
RomânăMainРусскийEnglish70+ languages
Write a message
The path of a call
Every second of the conversation follows a clearly defined flow: from speech recognition to tool execution and synchronisation in CRM.
The parts of an agent
An agent has a written role, an approved knowledge base, a set of tools it can trigger and a limit beyond which it hands the conversation over to a human.
Scenario, knowledge base and voice
The agent’s instructions, what it can promise, what it cannot, and the documents it responds from.
- Flow builder: questions, conditions, tools, webhooks, handoff to a human and post-call actions.
- Voice catalogue for over 70 languages, with native Romanian and Russian, pace and tone adjustments.
- Own voice, cloned from a recording made with the person’s consent.
Live transcription
In conversation
AgentGood day! How can I help you?
ClientI would like to move Thursday’s appointment.
AgentCertainly. Would Friday morning suit you?
ClientYes, Friday is fine.
Interface example
Tools during the conversation
The agent calls server functions while speaking with the client, not only afterwards.
- Create an appointment.
- Creates a lead.
- Sends an SMS.
- Transfers the call.
Tools in the call
- Ending the callThe agent ends politely when the conversation is over
- Transfer to operatorTransfers the call to a human when the client asks
- Language detectionRespond in the language the customer speaks
- WebhookSends the call data to your system.
- SMSSends a confirmation after the call
Call campaigns
Lists from CSV or Google Sheets, scheduling by hours, retries for numbers that do not answer, result per contact.
Outbound call campaign
In progress
- Order confirmationConfirmedIn conversation
- Appointment reminderNo answerIn conversation
- Delivery confirmationTransferredIn conversation
- Update dataRetryIn conversation
Interface example
What remains after each call
Transcript, recording, summary, conversation tone and fields defined by you, for each call.
Calls by dayRecommended
—Common topics
Call outcomesTo be checked
—ResolvedTransferredCallback
Illustrative example, with no real data
Where the agent speaks
Phone, inbound calls
New number or forwarding from the existing number, with rules by working hours and overnight scheduling.
Phone, outbound calls
One by one or in campaigns. Outbound calls also depend on the phone operator, so we test them separately before a campaign.
Website
Voice button added with a script. The page does not contain the agent key: the session starts through the Kallina server, which issues a temporary link.
Numbers
Local numbers in many countries, via SIP providers. Telephony runs on our Asterisk server.
Example: a call received at night
An illustrative example of a route configured in Kallina.
- Status
- Someone calls the business number at 23:40, outside reception hours.
- What happens
- Telephony applies the overnight schedule rule and sends the call to the night agent. The agent clarifies the request and calls only the tools they are allowed to use.
- The result
- The call remains in the history with transcript, recording and duration. Anything beyond the agent’s role is stopped and transferred onwards, instead of being improvised.
- What needs to be prepared
- The number connected to Kallina telephony, outbound calls allowed by the operator if a callback is desired, and an agent with a script, approved knowledge base and written limits.
Integrations that work today
- amoCRM / KommoNew lead, note with the summary and the call result.
- Bitrix24Leads, contacts, activities after the call.
- Zoho CRMLeads and contacts.
- AltegioThe agent collects the data and creates the appointment.
- OdooCustomer and order data.
- Google SheetsCall lists and written-back results.
- Syrve (iiko)Orders for restaurants.
- SMS via InfobipConfirmations and reminders sent by the agent.
- WebhooksFor any system with API.
70+ languages, with native Romanian and Russian
Romanian
Prompts written with diacritics, so the voice pronounces correctly „să”, „în”, „vă”.
Russian
Separate agent or the same agent with a language change.
Over 70 other languages
Powered by the voice engine. We configure and test them on your case before we promise them.
70+ languagesVoice catalogue
- RomânăNative
- РусскийNative
From the voice engine catalogue
EnglishDeutschFrançaisEspañolItalianoPolskiУкраїнськаTürkçePortuguêsNederlandsČeštinaMagyar
Ελληνικάالعربيةहिन्दी日本語한국어中文SvenskaSuomiБългарскиHrvatskiSlovenčinaTiếng Việt
Each language is tested on your case before we promise it.
Frequently asked questions
Can the agent be interrupted?
Yes. The client can speak over the agent, and the agent stops and listens. How quickly it reacts is adjusted per agent; short responses help the most.
Can I change the scenario myself?
Yes, from the Kallina dashboard. The change applies to subsequent calls.
Can the agent transfer the call to a human?
Yes, according to the established rules: at the client's request, on certain topics, or when the agent does not have an answer.
Are minutes consumed if the visitor refuses the microphone?
No. The voice button requests the microphone first and only then starts the session. If the visitor refuses, the session does not open.
What happens if our CRM is not on the list?
We use webhooks or build the integration. We discuss it at the demo.
Do you have an API?
Yes, for agents, calls and results. You receive the documentation at project launch.
Can I use a real person's voice?
Only with that person's written consent. We do not clone voices without consent.
Does the agent speak on WhatsApp too?
No. Kallina works on the phone and on the website. For text messages, use aichat.md.
See the path on a real call
In the demo, we show you the call, the transcript, and what reaches the CRM.