Do-not-call list first
Numbers on your do-not-call list, and contacts marked DND, are skipped before dialling.
PW AI Calling
Voice agents that answer and make your calls
An AI agent picks up customer calls and rings customers and suppliers for you, in Tamil, English, Hindi, Telugu, Kannada and Malayalam. It looks things up and gets things done while on the call, and every call ends with a transcript and a summary.
- 6 languagesTamil, English, Hindi, Telugu, Kannada and Malayalam
- Inbound and outboundAnswer calls, and make them
- Included in selected plansCalls run on your own Exotel account
01How it works
From the phone line to a written summary
Every call takes the same four steps, whether the customer rang you or the agent rang them.
- Step 01
Your number
A customer calls your ExoPhone, or the agent dials out for a campaign or a workflow.
- Step 02
AI agent
Listens, understands and answers in the caller's language, following your instructions.
- Step 03
Actions
Looks up orders, raises tickets, books appointments and callbacks, or transfers to your team.
- Step 04
Summary
Transcript and recording, with the outcome, sentiment, lead score and next action.
02Six languages
Speaks the way your customers speak
Give each agent the languages it may use. It answers in the caller's language and follows when they switch in the middle of a sentence, as many callers do. The customer care template's greeting in each language, as callers hear it. Each agent has its own voice, and mixed speech such as Tanglish or Hinglish is handled too.
வணக்கம்! நான் Northwind வாடிக்கையாளர் சேவையின் AI உதவியாளர் ப்ரியா. தரத்திற்காக இந்த அழைப்பு பதிவு செய்யப்படுகிறது. இன்று நான் உங்களுக்கு எப்படி உதவலாம்?
Hello! I'm Priya, the AI assistant from Northwind customer care. This call is recorded for quality. How can I help you today?
नमस्ते! मैं प्रिया हूँ, Northwind कस्टमर केयर की AI असिस्टेंट। गुणवत्ता के लिए यह कॉल रिकॉर्ड की जा रही है। आज मैं आपकी क्या मदद कर सकती हूँ?
నమస్కారం! నేను ప్రియ, Northwind కస్టమర్ కేర్ AI అసిస్టెంట్ని. నాణ్యత కోసం ఈ కాల్ రికార్డ్ చేయబడుతోంది. ఈరోజు నేను మీకు ఎలా సహాయం చేయగలను?
ನಮಸ್ಕಾರ! ನಾನು ಪ್ರಿಯಾ, Northwind ಗ್ರಾಹಕ ಸೇವೆಯ AI ಸಹಾಯಕಿ. ಗುಣಮಟ್ಟಕ್ಕಾಗಿ ಈ ಕರೆಯನ್ನು ರೆಕಾರ್ಡ್ ಮಾಡಲಾಗುತ್ತಿದೆ. ಇಂದು ನಾನು ನಿಮಗೆ ಹೇಗೆ ಸಹಾಯ ಮಾಡಬಹುದು?
നമസ്കാരം! ഞാൻ പ്രിയ, Northwind കസ്റ്റമർ കെയറിന്റെ AI അസിസ്റ്റന്റ് ആണ്. ഗുണനിലവാരത്തിനായി ഈ കോൾ റെക്കോർഡ് ചെയ്യുന്നു. ഇന്ന് ഞാൻ നിങ്ങളെ എങ്ങനെ സഹായിക്കാം?
03Inbound and outbound
Answer calls, and make them
One agent for customer care on your support line, another working through a list of follow-ups. Both write everything down.
Inbound customer care
Callers reach the agent on the ExoPhones you connect to it, and your team takes over when needed.
- Connect one or more ExoPhones to an agent, or make one agent the default for incoming calls
- The caller is recognised by their number, with their orders and preferred language
- Answers questions from your instructions and FAQ text, in the caller's language
- Raises tickets, schedules callbacks, or transfers to your team's numbers
Outbound campaigns and follow-ups
Sales calls, payment reminders, feedback and confirmations, worked through for you.
- Import contacts from CSV or Excel, or add your approved suppliers in one click
- A campaign has one agent, one objective and the list of people to call
- Choose how many calls run at once, how many attempts and the gap between them
- Busy and unanswered calls are retried; the outcome of every call is counted
Also on WhatsApp
The same agents answer WhatsApp chats in the same six languages, with hand-over to a shared inbox. Campaigns can go out by WhatsApp or SMS as well as calls, and a call can be followed up in writing. See WhatsApp & SMS
04Campaigns
A list worked through, within the rules
Start a campaign and the dialer takes it from there, checking every number before it rings. Each contact shows its last call and why it was skipped or retried.
Only inside calling hours
Calls go out only in your workspace's calling window, 09:00–21:00 IST unless you change it. Anything later waits for the next opening.
Retries you set
No answer, busy or failed: the contact goes back in the queue after your retry delay, up to the attempts you allow.
05During the call
Not just talk: the agent gets things done
Switch on the tools each agent may use. It uses them mid-conversation; the tickets, callbacks and appointments it creates land in your follow-ups list.
Look up the customer
Recognises the caller by phone number and reads their name, city, preferred language and recent orders.
Order status
Reads out the status, items, amount and expected delivery of an order, or of the caller's latest orders.
Create tickets
Raises a complaint, query, return or payment ticket with a priority, and gives the caller the ticket number.
Book appointments
Books a date and time for a visit, demo or service call, in your workspace's time zone.
Schedule callbacks
Agrees a time to call back and adds it to your follow-ups, with the reason.
Update leads
Marks the contact as hot, warm, cold or not interested, with notes and the product they asked about.
Transfer to a human
Hands the call to your team's numbers when the caller asks for a person or the agent cannot help.
Do-not-call requests
When someone asks not to be called again, adds their number to your do-not-call list there and then.
06For supplier calls
Suppliers can ask about their invoices
When a supplier you onboarded calls in, the agent can read from the same workspace as your documents. It answers only callers whose number belongs to that supplier. See supplier onboarding
Invoice status
Tells an onboarded supplier whether their invoices were received, are in review or approved.
Onboarding status
Tells a supplier where their onboarding stands and which documents or details are still missing.
07After the call
Every call, written up for you
When a call ends, its transcript is analysed and the results sit next to the recording. No one has to listen to a call to know what happened.
Summary
What the call was about and what was agreed, in two or three sentences.
Outcome
One of: resolved, ticket created, callback requested, appointment booked, interested, not interested, wrong number, no response, transferred.
Sentiment
Positive, neutral or negative, from how the conversation went.
Lead score
0 to 100 for sales agents, so your team calls the warmest leads first.
Next action
The one thing someone should do next, written out.
Objective met
For calls placed with an objective, whether it was met and why not.
08Works with your documents
Calls that start from a document
AI calling shares the workflow editor with document AI. An AI phone call step can ring a supplier or customer from any workflow, with an objective written from the document's data.
Supplier follow-ups
When the ERP check finds that an invoice does not match the purchase order, the agent calls the supplier, explains the difference and asks for a corrected invoice. The objective is filled in from the invoice:
Invoice {{data.invoice_number}} does not match PO {{data.po_number}}: {{steps.check.summary}} Ask them to send a corrected invoice.
Payment reminders
Import the customers to remind with columns such as amount due and due date. Those columns travel with each contact, so the agent can say the right amount, ask when payment will be made and note the promised date.
- Run them as a campaign, within your calling hours
- Or from a workflow, with the amount and due date taken from the document
- The promised payment date comes back in the summary
09Trigger
AI call finished
Starts a workflow when a call's analysis is ready, or when a call was not answered. Limit it to certain agents, directions or outcomes, then send the result on.
How workflows workGoogle Sheets
A row per call: outcome, lead score, next action.
Slack or Teams
Tell sales about hot leads, or AP when a supplier agrees.
Your CRM
Update the lead through a webhook.
Database
Write the call into your own tables.
10Compliance and safety
Calling customers in India, properly
Telemarketing rules in India are strict. The product does its part; some steps stay with you as the business making the calls. Check your numbers, scrubbing and consent with Exotel and your legal team before you start live campaigns.
AI and recording disclosed
Every template greeting says the caller is speaking to an AI assistant and that the call is recorded, in all six languages. Keep that sentence when you write your own.
DLT-registered numbers
Promotional calls must come from DLT-registered 140-series numbers; service and transactional calls from 1600-series numbers, which BFSI-regulated businesses must use. Arrange the right series with Exotel.
Do-not-call list
Campaigns, workflow calls and one-off calls never dial a number on your list. When a caller asks not to be called again, the agent adds them itself.
NCPR / DND scrubbing
Scrubbing your lists against the national NCPR (DND) registry is your responsibility as the business calling. Add the numbers you must not call to the do-not-call list and they are skipped everywhere.
Calling hours
Outbound calls are placed only inside the calling window and time zone set for your workspace. Calls queued outside it wait for the next opening.
Recordings under the DPDP Act
Recordings and transcripts are personal data under the DPDP Act, 2023. Only members of your workspace can open them. Take consent and agree how long you keep them with your legal team.
11Setup
Three steps to your first agent
No code. Exotel switches on its Voicebot applet for your account; everything else is done in AI calling settings. Then connect your inbound number, import contacts and orders, and start your first campaign.
- Step 01
Connect your Exotel account
Enter your account SID, API key and token and your ExoPhone, then paste the addresses shown in settings into an Exotel flow.
- Step 02
Create an agent from a template
Start from customer care or sales. Set the name, voice, instructions, FAQ text, tools and a transfer number.
- Step 03
Test it in the browser
Put on headphones and talk to the agent from your browser, with a live transcript, before a single customer hears it.
12FAQ
AI calling questions
Tamil, English, Hindi, Telugu, Kannada and Malayalam. Each agent has a default language and the languages it may use. Speech is recognised with automatic language detection, and each reply is spoken in the language it is written in, so the agent can follow a caller who switches between Tamil and English, or Hindi and English, in the middle of a call.
Yes. Each workspace connects its own Exotel account: the account SID, an API key and token, and the ExoPhone used as caller ID. Ask Exotel to switch on the Voicebot applet for your account, then paste the ready-made addresses from AI calling settings into an Exotel flow. You can try an agent in the browser before any of this is set up.
AI calling is included in selected plans, with a monthly allowance of AI minutes shown on the pricing page. Exotel bills the phone call charges and your numbers to your own Exotel account. Each call counts its length rounded up to the next minute, browser test calls included.
Yes. The first sentence of every template greeting says so and says that the call is recorded. The greeting is spoken word for word, so what you write there is exactly what callers hear.
It can raise a ticket, schedule a callback, or transfer the call. Transfer works when it is switched on for the agent: once the agent hands over, the Exotel flow connects the caller to your team's numbers. Every call also has a maximum length you set.
What you give it: instructions (your policies and script), knowledge (FAQ text), the contacts and orders you import, and for calls placed by a campaign or a workflow, the objective of that call. Extra columns in your contact import, such as an amount due or a due date, are kept with each contact and passed to the agent on the call.
Yes. Approved suppliers from supplier onboarding can be added as contacts in one click. A workflow can then call a supplier, for example when an invoice does not match the purchase order, and suppliers who call in can ask about their invoices and onboarding. The agent answers those questions only for a caller whose number belongs to an onboarded supplier.
Every call keeps its transcript, recording, summary and follow-ups (tickets, callbacks and appointments). The AI call finished workflow trigger can send each outcome to Google Sheets, Slack, Microsoft Teams, email, a database, or your CRM through a webhook.