AI Voice Agents

Receives inbound PSTN calls 24/7 and routes them to an AI voice agent that processes speech-to-text, generates contextual responses via LLM, and converts responses back to speech using text-to-speech synthesis. The agent operates as a cloud-hosted service without requiring manual intervention, handling multi-turn conversations with automatic call recording and transcription storage in a unified contact thread.

Initiates outbound PSTN calls from a DialLink phone number and connects the call to an AI voice agent that conducts the conversation using speech-to-text input processing and text-to-speech response generation. Calls are recorded, transcribed, and stored in the contact thread. Agent behavior is configured via prompt-based instruction without code.

Automatically transcribes voicemail messages left by callers using speech-to-text and stores transcripts in the contact record. Voicemail audio and transcript are searchable and accessible from the unified contact thread.

Analyzes incoming SMS and WhatsApp messages using an LLM and suggests reply templates that agents can send with one click. Suggested replies are contextual to the message content and can be customized before sending.

Syncs DialLink contact records, call metadata, transcripts, and AI-generated insights (summaries, tags, sentiment, action items) bidirectionally with Salesforce or HubSpot CRM. Call data is automatically logged to contact records without manual data entry.

Configures call routing rules based on business hours (weekdays, weekends, holidays, custom schedules). Calls received during business hours are routed to agents or ring groups; calls outside business hours are routed to voicemail, AI voice agents, or callback queues.

Manages phone numbers across 100+ countries, including local numbers, toll-free numbers, and ported numbers from other carriers. Numbers are assigned to users or ring groups and can be transferred between users without changing the number.

Sends and receives SMS and WhatsApp messages (Professional+ for WhatsApp) integrated into the unified contact thread. Messages are searchable, stored indefinitely, and can be synced to CRM systems. AI-suggested replies accelerate response time.

Sends and receives Rich Communication Services (RCS) messages with rich media (images, videos, carousels, buttons) limited to Enterprise plan. RCS messages are integrated into the unified contact thread and provide richer formatting than SMS.

Enables customers waiting in queue to request a callback instead of waiting on hold. DialLink automatically calls the customer back when an agent becomes available, eliminating the need for customers to stay on the line.

Analyzes call transcripts to detect names and phone numbers mentioned by the caller, then suggests matching contacts from the contact database or synced CRM. Detected contacts can be linked to the call record with one click.

Analyzes inbound calls to detect spam or fraud patterns and labels calls as spam. Spam calls can be automatically blocked or routed to voicemail. Spam detection mechanism and accuracy are undocumented.

Automatically transcribes all inbound and outbound calls to text using speech-to-text processing, then generates a concise summary of the call using an LLM. Both transcript and summary are stored in the contact thread and searchable. Transcription accuracy and summary length are undocumented.

Analyzes call transcripts using an LLM to automatically classify calls by topic, intent, or outcome and applies tags to the contact record. Tags are searchable and filterable, enabling bulk operations on similarly-classified calls. Tagging taxonomy and accuracy are undocumented.

Analyzes call transcripts to detect and classify sentiment (positive, negative, neutral) using an LLM or sentiment classification model. Sentiment labels are stored in the contact record and can be used for quality assurance, customer satisfaction tracking, or escalation routing.

Analyzes call transcripts using an LLM to identify and extract action items (tasks, follow-ups, commitments) mentioned during the conversation. Extracted action items are stored in the contact record and can be assigned to team members or synced to task management systems.

Maintains a single conversation history per contact that aggregates calls (transcripts, recordings, summaries), voicemails (transcribed), SMS messages, and WhatsApp messages in chronological order. All communication is searchable and accessible from a single contact record, eliminating the need to check multiple systems.

Configures automated interactive voice response (IVR) menus with multiple levels of call routing based on caller input (DTMF keypad or voice recognition). Calls are routed to ring groups, call queues, voicemail, or AI voice agents based on menu selections. IVR configuration is done via UI without code.

Manages inbound call queues with configurable wait handling (hold music, estimated wait time announcements, callback offers). Calls are queued and distributed to available agents in a ring group. Queue metrics (wait time, abandonment rate) are tracked but not documented.

Enables agents to transfer calls to other agents, ring groups, or external numbers while staying on the line to brief the receiving party. Transferred calls are recorded and transcribed, and the transfer is logged in the contact record.