Awaz

During a call an agent can check Google Calendar and book, confirm or reschedule an appointment in real time, transfer the caller to a person, and send SMS or WhatsApp messages. Everything else reaches outside systems through Zapier, Make and webhooks, with guides for Salesforce, GoHighLevel, Zoho CRM, Mailchimp, Calendly and Shopify that log outcomes or start calls from events. No custom API tools are set up for an agent to call mid conversation.

Sourcehelp.awaz.ai/en/articles/10730239-managing-agent-calendars-and-scheduling-in-awaz-airead 2026-10-18

Each agent runs from an objective and a prompt, with custom scripts, variables and dynamic content from the contact record, and outbound behavior set separately from inbound. Teams manage several agents side by side and attach them to campaigns, and follow up actions after a campaign run through Zapier or Make. There is no branching flow designer or handoff between agents inside a call.

Sourcehelp.awaz.ai/en/articles/10730039-setting-agent-objectives-and-prompts-in-awaz-airead 2026-10-18

Knowledge bases hold company FAQs, uploaded documents in PDF, Word and similar formats up to 50MB per file, and website URLs added with an Add Website button, and each knowledge base is assigned to the agents that should use it on calls. They are created and maintained in the Knowledge section and persist across campaigns, so several agents, such as a receptionist and a support agent, can share the same product and policy material.

Sourcehelp.awaz.ai/en/articles/11169244-creating-and-managing-a-knowledge-baseread 2026-10-18

Call transfer options in the Actions tab send a caller to a human representative when conditions the admin defines are met, such as a request for billing or a complaint, and the agent tells the customer before transferring, with the Test Your Agent feature used to rehearse transfer scenarios. Prompts set what an agent should not say, but bookings and messages happen without a person approving them first.

Sourcehelp.awaz.ai/en/articles/10743796-setting-up-call-transfer-options-in-awaz-airead 2026-10-18

Workspaces have three roles, Owner, Admin and Member, with only owners and admins able to add or remove members and nobody able to remove the owner, and white label agencies give each client its own sub account. Data is backed up daily with integrity checks and can be exported at any time. No security certification, audit report or compliance program such as SOC 2, ISO 27001 or HIPAA is published.

Sourcehelp.awaz.ai/en/articles/11168943-managing-team-roles-in-awaz-airead 2026-10-18

A Recordings tab holds each call for review and export, the dashboard reports key metrics, and campaign monitoring tracks performance as calls run, with tags marking call outcomes. Call details are also available through the API and webhooks for new calls. Which actions an agent took on a call is not shown as a trace, and no audit log of account changes appears.

Sourcehelp.awaz.ai/en/articles/10714089-understanding-key-metrics-reporting-in-awaz-airead 2026-10-18

Variables bring contact details from uploaded lists or the API into a prompt, so an agent can greet someone by name or mention an earlier purchase, and tags organize contacts and track call outcomes across campaigns. Neither is read by the agent as memory of earlier conversations, and no store of what an agent learned on one call carries into the next, so each call starts from the prompt, variables and knowledge base.

Sourcehelp.awaz.ai/en/articles/10743652-using-variables-and-dynamic-content-in-prompts-in-awaz-airead 2026-10-18

Awaz runs as a multi tenant cloud, with a white label edition served on an agency's own domain and calls carried on Twilio, Telnyx or Awaz numbers, and for the white label tier on Retell's voice infrastructure. No hosting provider, region, private deployment or residency choice is described, and the backup and recovery article covers copies and integrity checks rather than where data lives.

Sourcehelp.awaz.ai/en/articles/12302826-backup-and-disaster-recovery-process-for-the-awaz-platformread 2026-10-18

Step by step guides walk through building an AI receptionist for a hotel, a clinic appointment scheduler, a tour booking assistant, dealership customer service, legal client support and IT technical support, and industry pages describe typical setups. These are recipes customers follow to assemble their own agents, and no gallery of ready agents to switch on appears in the help center or pricing.

Sourceawaz.ai/guides/building-an-ai-receptionist-for-a-luxury-hotelread 2026-10-18

Agents answer inbound calls and run outbound batch campaigns that can be scheduled and automated, on Twilio, Telnyx or Awaz numbers, and they also work over SMS and WhatsApp. Zapier and Make recipes start calls from CRM events in Salesforce, from new Calendly appointments and from Shopify purchases, and the API schedules calls directly, so outside events reach the agent. Agents speak more than 30 languages and accents.

Sourcehelp.awaz.ai/en/articles/10751084-scheduling-and-automating-campaigns-in-awaz-airead 2026-10-18

Admins choose ElevenLabs voices, accents, languages, tone and speaking pace, and can add keywords that bias the transcriber toward brand names, street names or industry terms. The language model behind agents is not named in the help center, the pricing page or the API, and no setting selects one, while the white label edition's calls are billed by Retell, whose infrastructure carries them.

Sourcehelp.awaz.ai/en/articles/10758692-configuring-ai-voice-settings-in-awaz-airead 2026-10-18

The Awaz API at api.awaz.ai/v1, documented as a Postman collection linked from the site and authenticated with a bearer API key, lists available phones and agents, lists calls and returns call details, schedules a call, subscribes and unsubscribes webhooks for new calls, lists contact lists and saves contacts, and adds credits or minutes to a workspace for white label resellers. Zapier and Make apps sit on top of it.

Sourcedocumenter.getpostman.com/view/15069431/2sayj3egs7read 2026-10-18

A Test Your Agent feature lets teams try an agent, including transfer scenarios, before going live, and help articles cover fine tuning prompts, troubleshooting agent settings and optimizing campaigns from data. Awaz has no built in A/B testing, so variations are compared by running separate campaigns and exporting recordings, and there are no scored test cases or simulated callers.

Sourcehelp.awaz.ai/en/articles/10751754-using-a-b-testing-for-campaigns-in-awaz-airead 2026-10-18

Agents work over phone calls, SMS and WhatsApp, book through Google Calendar and reach other systems through Zapier, Make, webhooks and the API. Nothing in the platform has an agent open a browser or desktop session to operate another application's screens, and the web dashboard is where teams configure agents rather than something the agent itself uses.

Sourcehelp.awaz.ai/en/articles/10729544-introduction-to-agent-settings-in-awaz-airead 2026-10-18