Inbound Calls

When a customer dials your agent's phone number, the call flows through a fully automated pipeline -- from the telephony network through the AI voice processing engine and back. The entire interaction is recorded, transcribed, and analyzed automatically.

Call Flow

Here is the step-by-step journey of an inbound call:

Caller dials +91-XXXXXXXXXX
        |
        v
   Telephony network (Indian telecom partner)
        |
        v
   Voice AI engine (WebSocket connection)
        |-- Speech recognition transcribes caller speech to text
        |-- AI language model generates response using system prompt + knowledge base
        |-- AI voice synthesis converts response text to natural speech
        |
        v
   Caller hears AI response
        |
        (conversation continues until resolution or escalation)

What Happens During a Call

1. Connection and Greeting

When the call connects, the agent immediately plays its greeting message. This is the greetingMessage you configured in Step 2 (Configure) of the setup wizard. A typical greeting:

2. Conversation

The caller and agent converse naturally. The agent:

• Listens to the caller's speech (transcribed in real time by the speech recognition engine)
• Searches the knowledge base for relevant information using vector similarity
• Generates a contextual response using the AI language model
• Speaks the response using AI voice synthesis

This loop continues for each exchange. The agent maintains conversation context throughout the call, remembering what was discussed earlier.

3. Knowledge Base Lookup

When a caller asks a question, the agent automatically searches your knowledge base for relevant content. The top matching chunks (up to 5) are injected into the LLM context, allowing the agent to answer with your specific business information rather than generic responses.

4. Resolution or Escalation

The call ends in one of three ways:

• Resolved -- The agent answers the caller's questions and the caller is satisfied. The agent confirms there is nothing else and says goodbye.
• Escalated to human -- The agent determines it cannot resolve the issue. It asks the caller for consent ("Shall I transfer you to our support team?") and, upon confirmation, transfers the call to the escalation phone number configured in your agent settings.
• Silence timeout -- If neither party speaks for 15 seconds, the call ends automatically. The maximum call duration is 10 minutes (600 seconds).

Call Recording and Transcription

Every call is automatically:

• Recorded -- Full audio recording stored for review
• Transcribed -- Complete text transcript of both the caller and the agent
• Available in your dashboard under Call Logs

Recordings and transcripts are valuable for quality assurance, training refinement, and dispute resolution.

Sentiment Analysis

After each call, the system analyzes the conversation to determine caller sentiment. This helps you identify:

• Satisfied customers (positive sentiment)
• Frustrated callers who may need follow-up (negative sentiment)
• Neutral interactions that resolved without strong emotion

Sentiment data appears in your call logs and contributes to the analytics dashboard.

Call Logs

All calls are logged in the call_logs table with the following information:

Access call logs from the My Agents page in your customer portal or the Call Logs section in the admin panel.

Escalation Flow

The three-level escalation system works as follows:

1. L1 (AI Agent) -- Your configured agent handles the call
2. L2 (Specialist AI) -- In a multi-agent setup, the agent transfers to a specialist AI with different expertise
3. L3 (Human) -- The agent transfers to a human operator at the escalation phone number

At every level, the agent always asks for consent before transferring. It never silently transfers a caller.

Webhooks

The voice platform sends webhook events to your Zentrix Agent Studio instance at key points during and after calls:

• call.started -- A new inbound call has connected
• call.ended -- The call has finished (includes duration, transcript, summary)
• call.transferred -- The agent transferred the call to another number

These webhooks are handled automatically by the /api/calls/webhooks endpoint. See Webhooks for details on the event format.

A Product by BRTNeura Technology LLP