KaiCalls Documentation

Viewing Agents

The Agents page displays all your AI agents as cards showing:

• Agent name and phone number
• Status (Active/Setup Required)
• Setup Progress indicator
• Test Agent button
• Phone number assigned

Creating a New Agent

Click "+ New Agent" and follow the 6-step wizard:

1. Industry: Select your business type for pre-configured settings
2. Name: Enter agent name and select voice
3. Personality: Choose preset or customize warmth/speed/chattiness sliders
4. Questions: Select standard fields and add custom questions
5. Rules: Enable/disable capabilities and configure special situation handling
6. Launch: Review greeting and create

Agent Card Actions

• Test Agent: Make a test call to hear how your agent sounds
• Edit: Click the agent card to modify settings
• Get Phone Number: Assign a phone number to agents without one

What It Is For

Tool Library connects MCP providers, discovers their tools, and lets you decide which tools KaiCalls can use. It also holds approval-required write actions until an owner approves or rejects them.

• Use Add Sandbox to test discovery and approvals safely
• Use Connect MCP to add a remote provider URL and auth settings
• Refresh discovery when provider tools or schemas change
• Review risk badges before enabling a tool

Risk and Approval Rules

Phone Numbers

Navigation: Phone System → Call Routing

View and configure all phone numbers in your account:

• Search by number
• See routing status (Direct, IVR Menu, Not Configured)
• Click Configure to set routing

Routing Options:

• Direct: Immediate connection to AI agent (best for simple call flows, high-volume handling)
• IVR Menu: Callers hear options and choose destination
• Time-Based: Route differently based on time of day

IVR Menus

Navigation: Phone System → IVR Menus

Create phone menus that route callers:

• Set a Menu Name and Greeting Message (what callers hear)
• Add Menu Options with keypress numbers (1, 2, 3, etc.)
• Route each option to an agent or phone number
• Configure Timeout Behavior (seconds to wait, max retries)

IVR Squads

Group multiple agents to handle calls together.

Team Directory

Manage team member extensions for transfers.

Trust Window Verification

Navigation: Phone System → My Phone → Get your phone ready

The verification panel checks the same routing configuration Kai uses for live calls: whether your number is active, whether your cell rings first when configured, whether Kai can answer overflow, whether disclosure is enabled, and whether the voicemail path is clean.

• Click Verify now after changing routing, disclosure, or ring-first numbers.
• By default, the check uses the test harness and does not place a real outbound call.
• If the panel says Needs attention, open the failed step and fix that phone-system setting before relying on the number for customers.

How to Use It

1. Call your KaiCalls phone number from a phone number saved as an admin phone.
2. Kai recognizes you and answers with an owner briefing instead of the customer greeting.
3. Ask for updates, give follow-up instructions, change settings, or end the call naturally when you are done.

What Kai Tells You First

The opening briefing is generated fresh from your account. Depending on activity, Kai can summarize:

• Today's calls, new leads, missed calls, and voicemails
• Hot leads and follow-ups that need attention
• Recent messages and calls flagged for review
• Action items, reminders, and what changed since your last check-in

Admin Command Groups

Things You Can Ask

Update Your Agent by Voice

You can make many common business and agent updates during the admin call. Kai logs these changes in your change history so you can review what happened later.

• Greeting, agent instructions, voice, and voice preview
• Services, products, business knowledge, and FAQs
• Business hours, booking link, business contact details, and business description
• Ring-first numbers for human handoff routing
• Lead status updates, notes, transcripts, recordings, and call search

To review or reverse recent configuration edits, ask Kai "what changed recently?" or "undo the last change." Kai will tell you if a specific change needs dashboard or support follow-up.

Safety and Confirmation

• Kai asks for confirmation before sending customer texts, sending emails, placing calls, or booking appointments.
• Lead calls and messages use the lead record in your account, so Kai is not relying only on a phone number spoken out loud.
• Outbound lead calls respect consent, opt-outs, and calling-hour checks when those rules apply.
• Admin text messages work for quick checks and basic admin tasks when SMS is enabled; voice call-in supports the fullest admin workflow.

Where to Review Messages

Go to Dashboard → Messages to review SMS conversations. Admin conversations are labeled with an ADMIN badge, and customer replies are kept with the matching lead conversation whenever possible.

More Detail

For a longer walkthrough with more example phrases, read What You Can Do by Calling Kai.

Lead List View

• Filter by: All, Hot, Warm, Cold
• Filter by Agent: All Agents or specific agents
• Filter by Status
• Search by name, email, phone, or summary
• Each lead shows: Heat score (0-100), Name, Summary, Assigned Agent, Next Action

Lead Detail View

Click any lead to see:

Setup

Use Activity → Lead Scoring to choose the goal for all agents or a specific agent: collect information, schedule an appointment, qualify a lead, prepare a quote, request a callback, or resolve support. Then use Scoring Criteria and Routing Rules in the same workspace to tune signals and next actions.

Overview Tab

Stats: Hot Leads, Warm Leads, Cold Leads, Avg Score. Quick Actions: "Call Hot Leads Now", "Configure Routing Rules". Performance metrics (Hot Lead Rate percentage).

Understanding a Score

Scores are generated after the call from transcripts, summaries, structured call data, call outcome, engagement length, and your configured rules. Confidence is separate from score: a high score with low confidence should be reviewed before automatic follow-up. For second and third calls, Kai uses cumulative call history so a lead can get warmer as they provide missing details or move closer to the goal.

Routing Rules Tab

Configure how leads are automatically routed based on their score.

Insights Tab

Analytics on your lead scoring performance.

What This Screen Shows

Systems Monitor is a read-only control room for queued communications, intake-needed replies, suppressed sends, stale work, transcript gaps, and recent lead timeline activity.

• Choose a window: 24h, 72h, 7d, or 30d
• Review active conversations and unread inbound messages
• Check SMS queued now and pending email approvals
• Find failed, suppressed, stale, or transcript-gap items

Tabs

• Work Queue: Pending, stale, or failed operational work
• Needs Intake: Replies or transcript gaps that need team review
• No Longer Messaging: Stopped, suppressed, canceled, or handed-off leads
• Recent Events: SMS, email, SDR, call, and system activity

How It Works

1. A caller explains what they need.
2. Kai collects the most important details for your business type.
3. If a required detail is missing, Kai asks one clear follow-up question.
4. Kai saves a dispatcher briefing for your team.
5. Kai tells the caller the request was captured or queued for review.
6. Your team confirms availability, schedule, inventory, route, or booking through your normal workflow.

What Kai Collects

Truthful Confirmation Rules

Kai can say a request was captured, saved, or queued for review. Kai should not say a technician, crew, route, inventory item, setup window, pickup window, or booking is confirmed unless your team or connected workflow has verified it.

Event-Rental Manual Confirmation

Event rentals default to manual confirmation because availability depends on more than a caller's request. Before promising a booking, confirm:

• Inventory availability and bundle compatibility
• Delivery truck and crew capacity
• Setup and pickup windows
• Venue access, weather-sensitive setup concerns, permits, and insurance needs
• Route feasibility

Status Meanings

Metrics

Recent Call Failures

Table showing failed calls with failure reasons:

• call-in-progress-error-assistant-did-not-receive-cue
• silence-timed-out

Feedback History

Track quality feedback over time.

Business Profile

Navigation: Business → Business Profile

Configure:

• Basic Information: Name, Description, Website, Phone, Email, Address
• Business Details: Contact Name, Category, Logo URL, Years in Business
• Services & Coverage: Services Offered, Service Areas, Equipment, What Makes You Unique

Products

Navigation: Business → Products

Add products/services your AI agent can discuss.

Knowledge Base

Navigation: Business → Knowledge Base

Teach your AI about your business:

• Upload documents, FAQs, product details
• Organize with categories and tags
• AI automatically references during calls

Team Members

Navigation: Business → Team Members

Manage user access to your KaiCalls account.

API Keys

Create and manage keys for programmatic access to your agents, calls, leads, and business data. Keep keys private and revoke any key you no longer use.

Outbound Webhooks

Configure destinations that receive KaiCalls events in your own systems. Use outbound webhooks when you want your CRM, reporting warehouse, or internal tools to react to KaiCalls activity.

Current Plan Info

• Usage This Month (answered-call volume vs. your plan allowance)
• Plan Features list
• Next Payment date

Plan Comparison

Actions

• Upgrade/Downgrade: Change plans
• Cancel Subscription: Remains active until billing period ends
• Manage Billing: Update payment methods