Incoming calls
An agent that answers calls and knows when to call in a human
The Kallina agent answers on your number, finds out what the person wants, responds from approved information, notes the request or makes the booking. Anything outside its role goes to a colleague, with full context.
- AgentGood day, this call is recorded. How can I help you?
- ClientI want to know whether you work on Saturdays and how much the diagnostic costs.
- AgentWe work until 14:00 on Saturday. A colleague will tell you the price of the diagnosis; I can transfer you now.
- ClientYes, transfer me.
What the agent does on an inbound call
Answers repeated questions
Schedule, addresses, conditions, required documents, the status of a request. Only from the knowledge base you have approved.
Notes the request
Name, phone number, reason for the call and other fields you request. The data goes into CRM or into a table.
Carries out the permitted action
Looks for an available slot, creates a lead, sends a confirmation SMS. The agent only has access to the tools you give it.
Transfers to a human
At the caller's request, on the topics you mark as sensitive or when it does not have the answer.
How the call reaches the agent
Number
A new local number through SIP operators, or call forwarding from the number you already have.
Schedule rules
Set when the agent answers: all day, only outside working hours, or only when operators are busy.
Recording notice
For calls that pass through Kallina telephony, the caller hears that the call is being recorded before audio capture starts.
The conversation
The agent follows the written script, and the caller can interrupt at any time.
After the call
Transcript, recording, summary and outcome, for each call, in the panel and in the CRM.
Handoff rules to a human
Transfer is the most important part of a reception agent. We write it together with you, before launch.
- Explicit request
- The caller says they want to speak with a human. The agent does not insist and transfers.
- Sensitive topic
- Complaints, money, medical or legal data: the agent notes it briefly and hands over the conversation.
- No answer in the database
- The agent does not improvise. It says it will ask a colleague and transfers or promises to call back.
- Nobody available
- If no operator answers, the agent takes the details and the request reaches the CRM as a call-back task.
Frequently asked questions
Do we need to change the phone number?
Not necessarily. You can redirect calls from the existing number to Kallina, all of them or only during certain hours.
Can the agent handle several calls at once?
Yes, each call has its own conversation. The specific limits depend on the plan and the phone line; we set them during configuration.
What does the caller hear at the beginning?
The announcement that the call is being recorded, then the agent’s greeting. You choose the greeting text.
Can we listen to calls?
Yes. Each call has a recording, transcript and summary in the Kallina panel, for the people you give access to.
Does the agent say that it is a virtual assistant?
We recommend saying so in the greeting. We do not build agents that present themselves as humans.
Bring three questions you receive daily
At the demo we configure an agent on them and you call it.