Getting the most out of CloudiVoice

Short, practical guides for teams running AI voice agents. If something here doesn’t match what you see, your dashboard is the source of truth.

Build and test an agent

1. Go to AI Agents → New agent and start from a template (receptionist, sales, support, recruitment or follow-up).
2. Pick the primary language and voice. Hindi and Indian English are live; other Indian languages appear once validated.
3. Write instructions as you would brief a new team member: hours, prices, policies, and what to ask in what order.
4. Upload FAQs or price lists to the Knowledge Base so the agent answers from facts.
5. Use Talk in your browser or Call me now to test. Every save is a new version — restore any earlier version in one click.
6. When it sounds right, press Activate agent.

Import leads

Upload a CSV or Excel (.xlsx) file from Leads → Import. Map your columns, choose a list and import. We:

• normalise every number to +91 format, so 98765 43210, +91-98765-43210 and 09876543210 are the same lead;
• skip duplicates and report invalid numbers with examples;
• flag numbers on your Do Not Call list so they’re never dialled;
• keep extra columns as custom fields you can use in scripts, e.g. {{course}}.

Run a campaign

1. Create a campaign with an agent, one or more lead lists and a pool of caller numbers.
2. Set concurrency and calls per minute. Gentle pacing protects your numbers from spam flags.
3. Set calling hours (in the lead’s local time) and retry rules per outcome.
4. Press Start. Preflight checks confirm the agent, numbers, leads, connection and hours first.
5. Watch live counts on the campaign page and transcripts in the Live Monitor.
6. Pause stops new calls only — calls in progress finish naturally. Stop ends the campaign.

Fresh leads are always called before retries. Only one worker dials a campaign at a time, so a lead is never called twice by accident.

Reset leads for another round

On Lead Lists, use Reset for redial to put leads back in line — for example everyone who didn’t answer or reached voicemail. Leads marked Do Not Call, Not in service, Disconnected, Not interested or Wrong number are never reset.

Read your results

• Call Records show every call with its timeline, transcript, outcome, cost and the reason it ended in plain words — e.g. “The call never connected.”
• Each automatic outcome has a confidence score and a short reason. Managers can override it; overrides are never replaced.
• Analytics & QA compares campaigns and caller numbers. A number with a very low connect rate is flagged so you can replace it.
• Answered calls get an AI quality score against your rubric, with notes explaining the score.
• Export calls or leads to CSV at any time.

Compliance basics

• Calls are placed only inside your calling hours, by default 9 AM–9 PM, in the lead’s local time.
• The Do Not Call list is checked before every call. When a caller asks not to be called again, the agent adds them automatically.
• Turn on call recording only where you have the required consent; the agent can read your recording disclosure at the start of each call.
• Set how long transcripts and recordings are kept under Settings → Organization.
• Make sure your use of outbound calling follows applicable telemarketing regulations and registrations.