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AI Voice Calling Agent

The Sentrup AI Voice Calling Agent is a 24/7 human-like voice receptionist designed to handle inbound business phone calls. It answers caller inquiries using your custom business knowledge base, checks live calendar availability, books appointments, and performs live call transfers to human support lines.

🎯 Key Capabilities​

  • Human-Like Spoken Conversational AI: Delivers short, natural 1-2 sentence replies (under 1 second latency) tailored for phone conversations.
  • RAG Knowledge Retrieval: Dynamically searches your uploaded documents, price lists, and FAQs during active calls.
  • Live Google Calendar Booking: Checks availability in real time, states dates clearly back to the caller, and books slots on the spot.
  • Live Phone Transfers: Connects high-priority or escalated callers directly to your human support team or mobile phone line.
  • Business Hours Enforcement: Enforces office hours, custom greetings, and after-hours messaging automatically.
  • PII Redaction & Security: Automatically redacts credit cards and SSNs from transcripts before database storage and CRM synchronization.

📞 Phone Number Setup Options​

In your Sentrup Dashboard under Voice Agent Settings (/dashboard/voice), choose your preferred phone setup option:

Option 1: Forward Calls From Existing Office Phone Line​

  1. Select Forward Calls From My Existing Office Phone Number.
  2. Enter your existing business phone number (e.g. +1 (555) 234-5678).
  3. Set up conditional call forwarding (unanswered, busy, or after-hours) with your carrier pointing to your Sentrup routing number.

Option 2: Dedicated Sentrup AI Phone Line​

  1. Select Provision a New Dedicated Phone Number.
  2. Select your target country (e.g., United States, Canada, United Kingdom).
  3. A dedicated E.164 phone line is assigned to your account for direct caller dial-in.

⚙️ Voice Agent Configuration​

1. Voice Persona & Greetings​

  • Voice Selection: Choose a natural, warm voice persona (e.g. Female - Warm Receptionist, Male - Professional Desk).
  • Greeting Prompt: Customize the initial message spoken when a caller connects: 
    "Hello! Thanks for calling. How can I assist you today?"

2. Business Hours & After-Hours Management​

  • Business Hours Window: Define your active operating hours (e.g. 09:00 to 18:00).
  • Overnight Span Support: Handles shift ranges spanning midnight (e.g. 20:00 to 06:00).
  • After-Hours Greeting: Customize the automated response played when a call is received outside operating hours: 
    "Thanks for calling! Our office is currently closed. I can help you book an appointment for our next business day."

3. Compliance Disclaimer & Fallback Messaging​

  • Compliance Disclaimer: Set automated call recording disclaimers spoken to callers: 
    "This call may be recorded for quality and training purposes."
  • Fallback Transfer Number: Specify the human phone line used for live call escalation (e.g. +1 (555) 987-6543).

📅 Live Voice Calendar Booking Flow​

When a caller requests a booking or consultation:

  1. The AI voice agent prompts for preferred date and time.
  2. It queries your connected Google Calendar for real-time slot availability.
  3. It confirms the appointment details verbally back to the caller.
  4. Upon confirmation, it writes the event directly into your calendar and sends an optional SMS/email notification.

🔄 Live Call Transfer Protocol​

If a caller requests a human manager or asks a complex question exceeding confidence thresholds:

  1. The AI voice agent triggers the transfer_to_human function call.
  2. It plays a warm hold phrase: "Hold on a moment while I connect you to our support desk."
  3. Sentrup performs a live SIP transfer to your configured Human Transfer Number.

📊 Voice Call Logs & Analytics​

All call activity is recorded in your dashboard under Call Activity & Transcripts:

  • Duration & Minutes Quota: Tracks total duration seconds and decrements your monthly plan voice minute limit.
  • PII Redacted Transcript: Full conversation text with credit card numbers and SSNs masked ([REDACTED-CARD]).
  • Call Recording Audio: Listen to recording audio playback directly in the portal.
  • Sentiment & Categorization: Automated Gemini Flash AI evaluation tagging calls as positive, neutral, or frustrated.

⚡ Next Steps​