CallFluent

Actions give an agent live tools during a call: it checks real time availability and books appointments in Google Calendar or a GoHighLevel calendar, sends an email with HTML and links or a text message to the person on the line, forwards the call, and collects answers into custom fields. Each action carries its own instruction saying when to fire it, such as sending a price list when the caller asks for one. After the call a webhook or Zapier passes the transcript, recording link, summary and fields to a CRM, Make, n8n or any endpoint, and Agency adds direct CRM integrations.

Sourcehelpcenter.callfluent.com/advanced-training-2-actions-send-email-sms-call-forwarding-webhooks-calendar-data-collectionread 2026-10-19

Three agent types shape the conversation: Sales Representative follows a script section for pitching and closing, Support Agent works from background prompts with technical detail, and Lead Engagement talks freely with neither. Builders set the tone, goal, instructions and placeholders that drop caller details into the script, and can save instructions for reuse. Lead lists, call pacing and any sequence of follow ups run in outside tools, for example Make reading a Google Sheet, and the platform itself never chains one agent's result into another agent's work.

Sourcehelpcenter.callfluent.com/basic-training-3-agent-behavior-customization-personalizing-and-optimizing-your-ai-agentread 2026-10-19

Agency workspaces give each agent a knowledge base: owners add a website URL with a short description of what is on it, which the agent learns from, and upload PDFs or other documents, and the agent draws on both during calls alongside its instructions and script. Files can be added or removed in the dashboard or through the API, so the material stays current as prices and policies change. The material is kept per agent, without a shared library across agents, stated size limits, a refresh schedule for the website or citations in answers.

Sourcehelpcenter.callfluent.com/advanced-training-1-advanced-agent-settings-call-history-management-knowledge-base-trainingread 2026-10-19

A Call Forwarding action hands a live caller to a staff number whenever its instruction matches, for instance when a caller asks for a person or raises something outside the agent's brief. Builders steer behavior through the agent type, tone, goal and instructions, and listen back to recorded calls to adjust them. Emails, texts, calendar bookings and webhook deliveries fire as soon as their instructions match, without anyone signing off first, and an outbound agent's anti fraud setting blocks calls to premium rate numbers.

Sourcehelpcenter.callfluent.com/advanced-training-2-actions-send-email-sms-call-forwarding-webhooks-calendar-data-collectionread 2026-10-19

Workspace members get one of two roles: Guest can view and edit agents but not workspace settings, while User can also connect apps and calendars but cannot manage members, and only the agency account admin adds or removes people. Usage permissions cap each workspace's minutes, agents and members.

The management API takes an API key in the Authorization header, website call triggers can be limited to approved domains, and Google data follows Google's Limited Use rules. No attestation, single sign on or provisioning sits behind the account, and the security answer in the homepage FAQ is unfinished template text that sends compliance questions to the team.

Sourcehelpcenter.callfluent.com/basic-training-1-workspace-setup-guide-integrations-members-and-permissionsread 2026-10-19

Call History keeps every call with its recording, transcript, caller details, date, time and status, and a data view adds the summary and extracted fields; Agency layers on sentiment analysis, advanced call summaries and enhanced reporting. Staff search by name or number, filter by date or length, download recordings and export the history to CSV, and the API returns an agent's call history to other systems. Which actions fired during a call, with what inputs and whether they succeeded, does not appear beside the transcript, and changes to agents leave no audit trail.

Sourcehelpcenter.callfluent.com/advanced-training-1-advanced-agent-settings-call-history-management-knowledge-base-trainingread 2026-10-19

A Context Max Tokens setting decides how much of the current conversation the agent weighs when it answers, 250 tokens by default, with more context adding delay. Custom fields carry a caller's name, email, address and collected answers through the call and into the webhook, and Call History keeps transcripts and summaries for staff, for one month on Starter, three on Business and twelve on Agency. None of that is read back by the agent on the next call; returning callers start fresh unless the customer's own system passes details in through the outbound webhook.

Sourcecallfluent.com/agent-servicesread 2026-10-19

Agents run only in CallFluent's hosted service, managed from a browser dashboard, with phone service on the customer's own Twilio account and an optional widget on the customer's website. Personal data is transferred to and processed in the United States, and no other region, private cloud, customer VPC or on premises edition is offered. Bringing a Twilio account keeps the phone numbers and carrier relationship with the customer, though the agents themselves still run on CallFluent's side.

Sourcecallfluent.com/privacy-policy-2read 2026-10-19

New agents can start from ready made inbound and outbound templates that fill in the agent's identity and conversation setup, after which the customer adds timezone, language, voice and phone number, and a duplicate button copies a finished agent. Script templates grow with the plan, from Starter through standard templates on Business to enhanced templates on Agency, and customers save their own instructions as templates for later agents. Agencies reuse these across client workspaces and can resell the result under their own brand through the white label program.

Sourcehelpcenter.callfluent.com/outbound-ai-agent-1-agent-configuration-from-template-new-uiread 2026-10-19

An inbound call reaches whichever agent is assigned to the Twilio number. Outbound agents each get their own webhook endpoint, so a website form, CRM or automation tool can post a lead's name, phone number and custom fields and the agent calls straight away, personalized with that data. Inline forms, popup widgets and links put the trigger on a website, a browser button lets visitors talk to an inbound agent over WebRTC without dialing, and allowed domains limit which sites can fire calls.

Sourcehelpcenter.callfluent.com/outbound-ai-agent-integrate-with-website-and-api-new-uiread 2026-10-19

Agents run on OpenAI's GPT 4o mini by default, with unlimited use included on every plan. Adding the customer's own OpenAI API key switches an agent to GPT 4o, recommended for dates, times and calendar booking, with that usage billed by OpenAI, and the API carries the OpenAI model list as a setting. Voices are a separate choice: 6 neural voices on Starter, 30 on Business and more than 400 on Agency, which also imports or clones voices through the customer's own ElevenLabs account.

Sourcehelpcenter.callfluent.com/openai-gpt-4o-omni-integration-and-setup-new-uiread 2026-10-19

A REST API at api.callfluent.ai, called with an API key in the Authorization header, covers workspaces, members, agents, calls and reference lists. Developers can create and update workspaces, invite or remove members, create, update and delete agents, upload and delete knowledge files, add custom fields and actions, read call history, delete calls and hang up a call in progress, with request bodies, required fields and curl examples for each operation. Each outbound agent also has its own webhook endpoint for starting calls, and the website widget comes as embed code.

Sourcecallfluent.com/callfluent-api-documentationread 2026-10-19

An outbound agent can be tested by entering a phone number and pressing Call me now, and the Google Sheets campaign guide runs a single test row through Make before a full list goes out, checking the transcript, summary and mapped fields. Response latency, interruption sensitivity and answer creativity are tuned the same way, by trying settings and listening. There are no saved test conversations, no automatic scoring against expected answers and no comparison of a changed agent with its previous version.

Sourcehelpcenter.callfluent.com/mastery-training-1-connecting-google-sheets-to-callfluent-for-automated-voice-campaignsread 2026-10-19

Website embeds let a visitor request a callback through a form or talk to an inbound agent through a browser button, and the customer installs and styles that code with a site builder. Everything the agent does elsewhere runs through actions, webhooks and the API. It never operates a web page or desktop application itself, so work inside a system without an integration, such as a booking portal with no calendar connection, is out of its reach.

Sourcehelpcenter.callfluent.com/advanced-training-3-embedding-outbound-and-inbound-agents-into-your-websiteread 2026-10-19