Configure the assistant’s goal and the tools it can use during calls.

Knowledge Base

Provide the assistant with information to use as a knowledge base when responding to customer inquiries — from website content, documents, etc.

Knowledge Base Selection

Select Knowledge Base

Choose a knowledge base store that contains relevant information for the assistant.Requirements:

Must first be created in your workspace under Knowledge Bases
Displays status (Active, Processing, etc.) and description
Only your own knowledge bases are available

Create knowledge bases from website content, PDFs, or custom documents to provide your assistant with domain-specific information. For comprehensive setup instructions, including content types, processing status, website scraping, and troubleshooting, see the full Knowledge Base Guide.

Knowledge Base Mode

Choose how the AI should utilize the knowledge base.

Function Call

Recommended for most casesUses a function call to search the knowledge base only when needed. More precise and efficient.

Prompt Injection

For simple use casesPerforms a search after every customer utterance. More accurate but can be slower without filler audios.

Mode availability: The Speech-to-Speech and Dualplex modes only support the function call mode.

Custom Mid-Call Tools

Create and assign your own custom tools that the AI can use during the call with the customer.

Create Custom Tools

Build tools tailored to your specific business needs: API integrations, database queries, custom workflows, and external service calls.

Assign to Assistant

Select which custom tools this assistant can use, with multi-selection, search by name/description, and real-time assignment.Scope: Only your own tools are available.

Read the Custom Tools Documentation for detailed instructions on creating and configuring custom tools.

Standard Tools

Select built-in tools the AI can use during the call with the customer.

Call Forwarding

Forward calls to multiple target numbers like different people or departments based on your workflow.Use cases:

Escalation to human agents
Department routing
Specialist handoffs

Configuration options:

Standard mode: Use regular phone numbers (e.g., +491234567890)
Advanced mode: Use SIP URI format for SIP providers (e.g., sip:+491234567890@sip-server)

For SIP integrations:

Set forwarding mode to “Advanced”
Use the SIP URI format: sip:number@sip-server
Ensure your SIP provider supports SIP REFER
Test different URI formats if forwarding fails

Prompt instruction: Add something like “Invoke the forwarding function when the user wants to speak to someone else” to your system prompt to ensure the AI uses this tool appropriately.

If forwarding does not work, see our SIP Integration Troubleshooting Guide for detailed solutions.

End Call

Ends the call when the conversation is complete.Use cases:

Natural conversation closure
Goal achieved
Customer satisfaction confirmed

Prompt instruction: If the AI does not automatically invoke the “end call” function, add to your system prompt: “Invoke the hang_up function to close the call” when the conversation should end.

DTMF Input

Easily send keypad inputs during outgoing calls to enable smooth navigation of IVR menus and automated workflows. The AI uses keypad tones to navigate when calling and responding to prompts.Use cases:

Telephone navigation menus
Entering extension numbers
Inputting security codes
IVR system navigation

Prompt instruction: Include instructions in your system prompt on when to use DTMF input, e.g., “Use the send_dtmf tool to navigate phone menus when needed to reach the correct person.”

Detailed information on DTMF capabilities is available under Tools & Functions.

Scheduling

Real-time appointment booking with integration of multiple calendar platforms.Available integrations:

Cal.com: Complete setup guide at Cal.com Scheduling
GoHighLevel: Full integration guide at GoHighLevel Scheduling
Calendly: Connect your Calendly account to book appointments directly via calls

Use cases:

Book appointments with calendars
Check real-time availability
Send automatic confirmation details
Sync with existing calendar systems

Setup:

Choose your calendar provider (Cal.com, GoHighLevel, or Calendly)
Authenticate with your calendar account
Select event type/calendar for bookings
The AI automatically checks availability and books appointments

Available if calendar integration is enabled in your platform settings.

Call Variables

Define variables that can be passed before the call and used in prompts like .

Variables Configuration

Variable Definition

Create call variables to pass information to your assistant before the call begins.Setup process:

Define variable names and default values
Pass values when creating calls/leads or importing customers
Variables are immediately available in prompts and during the call
Use them for personalization and context

Configuration:

Variable name: The identifier (e.g., customer_name)
Default value: Used when no value is passed (e.g., “Customer”)

Variable Usage

How to use call variables in your assistant:In system prompts:

Reference variables using {variable_name} syntax
Personalize conversations dynamically
Provide context-specific information

Examples:

{customer_name} for personalization (“Hello ”)
{email} for calendar integrations
{account_type} for tailored responses
{company} for business context

Data Sources

Ways to populate call variables:Manual input:

When creating individual calls
Via lead creation for campaigns

Import methods:

CSV import with variable columns
API integration with customer data
Direct CRM synchronization

Automation platform integrations:

GoHighLevel (GHL): Automatically fetch contact data and custom fields
Google Sheets: Import leads with variables from spreadsheet columns
Connect to over 250 popular tools and platforms via our no-code platform
Any other platform via webhooks for custom integration

Call variables are crucial for personalizing AI conversations. They enable the AI to use specific customer information during calls, making interactions more relevant and effective.

Call Flow Configuration

Who Speaks First?

Control whether your assistant or the customer initiates the conversation.

AI Assistant

Default behavior: Assistant starts the conversationThe AI will greet the caller immediately and lead the conversation flow once connected.Ideal for: Most outbound scenarios, sales calls, appointment reminders

Customer

Wait for customer: Assistant listens firstIf you choose “Customer”, the AI waits for the customer to speak first before responding.Ideal for: Inbound support calls, reception scenarios, reactive assistance

First Message

Configure what your assistant says first when the call begins.

First Message Text

Write the opening message your assistant speaks at the start of each call.Best practices:

Keep it brief and friendly
Clearly introduce your company/purpose
Set expectations for the conversation
Use variables for personalization (e.g., {customer_name})

Example: “Hello , this is Sarah from Famulor. I’m calling regarding your recent inquiry about our services. Do you have a moment to chat?”

First Audio File

Optional: Upload a custom audio file instead of text-to-speech.Requirements:

MP3 or WAV format
Clear, high-quality recording
Professional voice and tone
Matches your assistant’s voice if you use voice cloning

Benefits:

Perfect pronunciation and delivery
Consistent brand voice
Professional first impression
No text-to-speech latency for the opening

Works best if the AI voice is cloned from the same voice used in the first audio file.

See our First Message Guide for detailed best practices and examples.

System Prompt

Define the personality, goals, and behavioral guidelines of the assistant.

Editing Tools

Choose the editing experience that works best for you:

AI Prompt Editor

Chat-based editing with AI assistanceDescribe changes in simple language and let the AI suggest intelligent modifications. Review and accept/decline each change individually.Ideal for: Fast iterations, improving existing prompts, text-focused editing

Flow Builder

Visual drag-and-drop editorDesign conversation flows by connecting nodes on a canvas. Create branching logic and multi-path decision trees visually.Ideal for: Complex call flows, structured scripts, visual thinkers

Both tools save the prompt in the same field — switching between them is possible but may require adjustments.

Prompt Configuration

Custom Prompt

Write your own system prompt from scratch

Full control over assistant behavior
Tailored to specific use cases
Supports Markdown formatting

Template Library

Start with pre-made templates

Available in multiple languages
Various conversation types
Proven, effective prompts

Best Practices

Be Specific

Clearly define the assistant’s role, goals, and limitations.Include:

Who the assistant represents
What it aims to achieve
What it should/should not do

Set Boundaries

Define which topics and actions are off-limits.Consider:

Privacy requirements
Legal compliance
Brand guidelines

Use Examples

Provide example conversations to guide behavior.Examples help with:

Tone and style
Response length
Handling objections

See our System Prompt Guide for detailed best practices and examples.

Post-Call Actions

Extract data from the call and send it to an app or webhook for automation workflows.

Overview

Automate actions post-call:

Extract structured data from conversations using AI
Send extracted variables to webhooks for automation
Trigger workflows in connected platforms
Update CRM records and databases
Enable complex automation scenarios

Post-Call Variables

Define variables the AI should extract from the call and send to a webhook.

Variables Configuration

Configure what information the AI should extract from each conversation:

Variable Definition

Create variables the AI should identify and extract from conversations.How extraction works: The AI analyzes the complete call transcript and considers your system prompt context to extract the requested variables. It understands what was discussed during the call and extracts relevant information based on your variable descriptions.Configuration:

Name: Variable identifier (3–16 characters, lowercase, alphanumeric)
Type: Data type for the extracted value
Description: Clear explanation so the AI understands what to extract from the conversation

Variable types:

String: Text values (names, addresses, comments)
Number: Numeric values (quantities, prices, ratings)
True/False: Boolean values (yes/no answers, goal achieved)

Standard Variables

Every assistant comes with these essential standard variables:status (True/False): Whether the call goal was achieved or notsummary (String): Brief call summary in a few wordsYou can add custom variables based on your specific use case.

Variable Examples

Common variables for different scenarios:Sales qualification:

budget (Number): Customer’s budget range
decision_maker (True/False): Whether the caller is the decision-maker
timeline (String): When they need the solution
pain_points (String): Main challenges mentioned

Appointment booking:

appointment_date (String): Preferred appointment date
service_type (String): Type of requested service
contact_method (String): Preferred contact method

Support calls:

issue_type (String): Problem category
urgency_level (Number): Priority rating (1–10)
resolution_status (True/False): Whether the issue was resolved

Extraction Process

How the AI Extracts Variables

The AI uses advanced analysis to extract variables from your calls:Data sources:

Full call transcript: Everything said by both AI and customer
System prompt context: Your assistant’s goals and instructions guide extraction
Variable descriptions: Clear descriptions you provide for each variable

Analysis method:

The AI reviews the entire conversation transcript
Considers the system prompt and call objectives
Identifies relevant information based on variable descriptions
Extracts and formats data according to specified types
Validates extracted values before sending them to the webhook

Best Practices

Variable naming: Use only lowercase letters and alphanumeric characters. No spaces or special characters except underscores.

Clear descriptions: Write descriptions that clearly explain what the AI should look for in the transcript. The more specific and context-aware, the better the extraction accuracy.

System prompt synergy: Your variable descriptions work best when aligned with your system prompt goals. If your assistant is designed for lead qualification, your variables should reflect that purpose.

Webhook Configuration

Send a request to a URL that transmits the extracted variables to external systems.

Webhook Settings

Webhook Status

Enabled/Disabled: Control whether webhooks are sent after callsDefault: Disabled — enable only if you have a webhook endpoint ready to receive data

Webhook URL

URL endpoint: Where the extracted data should be sentFormat: Must be a valid URLExample: https://automate.famulor.de/api/v1/webhooks/your-webhook-idTest functionality: The built-in test function sends sample data to check connectivity

Delivery Options

Send webhook only on completion:

Yes (default): Send data only for completed calls
No: Send data for all calls, regardless of completion status

Include recording in webhook:

Yes (default): Include recording URL in webhook payload
No: Send only extracted variables without recording link

Webhook Payload

The webhook receives a comprehensive JSON payload with call details, extracted variables, and transcript. Full API documentation is available at Post-Call Webhook API. Key payload fields:

Call Information

id: Unique call identifier
customer_phone: Customer’s phone number (E.164 format)
assistant_phone: Assistant’s phone number
duration: Call duration in seconds
status: Call status (initiated, ringing, busy, in progress, ended, completed, ended by customer, ended by assistant, no answer, failed)
created_at/finished_at: ISO 8601 timestamps

Extracted Variables

extracted_variables: Data extracted by AI based on your post-call schema configuration
input_variables: Variables passed before the call
Includes standard variables (status, summary) plus your custom variables

Conversation Data

transcript: Detailed conversation transcript with timestamps
formatted_transcript: Human-readable conversation format
recording_url: URL of call recording (if enabled)

Campaign & Lead Data

lead: Lead information (for campaign calls)
campaign: Campaign details and settings
Only included for calls part of campaigns

Example Webhook Payload:

{
  "id": 12345,
  "customer_phone": "+491234567890",
  "assistant_phone": "+49987654321",
  "duration": 125,
  "status": "completed",
  "extracted_variables": {
    "status": true,
    "summary": "Customer interested in product demo",
    "lead_quality": "high",
    "budget": 5000
  },
  "input_variables": {
    "customer_name": "Max Mustermann",
    "product_interest": "Pro Plan"
  },
  "transcript": [
    {
      "text": "Hello! This is Sarah from Famulor.",
      "type": "transcript",
      "sender": "bot",
      "timestamp": 1756812511.315143
    },
    {
      "text": "Hello, I’m doing well, thank you.",
      "type": "transcript", 
      "sender": "human",
      "timestamp": 1756812514.104436
    }
  ],
  "formatted_transcript": "AI: Hello! This is Sarah from Famulor.\nCustomer: Hello, I’m doing well, thank you.",
  "recording_url": "https://app.famulor.de/storage/recordings/call-12345.mp4",
  "created_at": "2025-01-15T10:30:00.000000Z",
  "finished_at": "2025-01-15T10:32:05.000000Z"
}

Testing Webhooks

Test before going live: Use the “Send Test Request” button to send sample data to your webhook endpoint and verify everything works correctly.

Test process:

Configure your variables and webhook URL
Save your assistant settings
Click “Send Test Request”
Verify your webhook endpoint receives the test data
Confirm the payload structure matches your expectations

Integration Examples

Our Automation Platform

Primary integration: Use our built-in no-code automation platform for seamless workflows:

Direct webhook processing: No external setup required
Over 250 app integrations: Connect to CRM, email, calendars, and more
Visual workflow builder: Create complex automations without code
Real-time data synchronization: Instant processing of extracted variables
Prebuilt templates: Ready-to-use workflows for common scenarios

Common automation workflows:

CRM updates: Automatically update contact records in HubSpot, Salesforce, Pipedrive
Email follow-ups: Send personalized emails based on call outcomes
Lead scoring: Update lead scores based on extracted variables
Calendar booking: Automatically schedule follow-up appointments
Team notifications: Alert team members about important calls

External Platforms

Any platform with webhook support:

Receive webhook data from our platform
Process extracted variables in your own systems
Build custom automation workflows
Integrate any API or service that accepts webhooks

Use cases:

Connect to any CRM, email platform, or business tool
Send data to custom applications
Trigger workflows in third-party automation platforms
Store data in external databases or systems

Custom Development

API endpoints: Build custom receivers for webhook data Database integration: Store call data within your own systems Business logic: Trigger complex workflows based on extracted variables

Testing Your Assistant

After configuring your assistant’s settings, it’s important to thoroughly test before deploying to production.

Testing Methods

Talk to Your Assistant

Web-based testing: Use the “Talk to Your Assistant” button to test directly via your browserFeatures:

Real-time voice conversation through your web browser
Test all assistant capabilities, including tools and knowledge base
No phone required — ideal for quick iterations
Immediate feedback on responses and behavior

Ideal for: Rapid testing during development and configuration

Phone Call Test

Real phone call testing: Call your assistant from any phone numberOutbound assistants:

If no specific number is set: the assistant calls from a random number
If a caller ID is configured: the assistant calls from your specified number
Test the full outbound flow including dialing and first message

Inbound assistants:

Call the assigned phone number directly
Test how the assistant handles incoming calls
Verify call routing and response quality

Ideal for: Final tests under real phone conditions and audio quality

Testing Checklist

Comprehensive testing: Test all configured features including knowledge base queries, variable extraction, and webhook delivery.

Key tests:

Voice clarity and response speed
Knowledge base integration (if configured)
Tool functionality (forwarding, scheduling, etc.)
Accuracy of variable extraction
Webhook delivery (check if your endpoint receives data)
Edge cases and error handling

Configure your assistant to operate as a web widget on your site to enable seamless customer interactions.

Widget Setup

Widget Behavior

Use Cases

Common applications:Customer support: Automated 24/7 support on your website
Lead qualification: Qualify visitors before passing to sales
Appointment booking: Allow visitors to schedule directly via the widget
FAQ handling: Answer frequently asked questions instantly
Product demos: Guide visitors through your product features

Detailed testing instructions and integration guides for the widget are in our Testing the Assistant Documentation.

For detailed instructions and examples on webhook integration, see our Automation Documentation.

Need a whole toolset instead of building HTTP actions one by one? Connect an external MCP server — tools are discovered automatically. See MCP Servers.

​Knowledge Base

​Knowledge Base Selection

Function Call

Prompt Injection

​Custom Mid-Call Tools

Create Custom Tools

Assign to Assistant

​Standard Tools

​Call Variables

​Variables Configuration

​Call Flow Configuration

​Who Speaks First?

AI Assistant

Customer

​First Message

​System Prompt

​Editing Tools

AI Prompt Editor

Flow Builder

​Prompt Configuration

Custom Prompt

Template Library

​Best Practices

​Post-Call Actions

​Overview

​Post-Call Variables

​Variables Configuration

​Extraction Process

​Best Practices

​Webhook Configuration

​Webhook Settings

​Webhook Payload

​Testing Webhooks

​Integration Examples

​Our Automation Platform

​External Platforms

​Custom Development

​Testing Your Assistant

​Testing Methods

​Testing Checklist

​Web Widget Integration

​Widget Configuration

Knowledge Base

Knowledge Base Selection

Custom Mid-Call Tools

Standard Tools

Call Variables

Variables Configuration

Call Flow Configuration

Who Speaks First?

First Message

System Prompt

Editing Tools

Prompt Configuration

Best Practices

Post-Call Actions

Overview

Post-Call Variables

Variables Configuration

Extraction Process

Best Practices

Webhook Configuration

Webhook Settings

Webhook Payload

Testing Webhooks

Integration Examples

Our Automation Platform

External Platforms

Custom Development

Testing Your Assistant

Testing Methods

Testing Checklist

Web Widget Integration

Widget Configuration