23. From initial contact to automated conversation
Setting up a voice agent in Rootlenses follows a clear five-step workflow. Customers have full control over every stage.
1. Connect your phone provider
Integrate Twilio or your 13X PBX. The system manages multiple lines to distribute calls and prevent account blocking.
2. Load your contacts
Upload a CSV file with the contact's name, phone number, and call context, or connect your CRM through an ETL script for automatic synchronization.
3. Configure the agent
Define the personality, intelligent script (COT), knowledge base (RAG), voice, and AI model the agent will use.
4. Test before launching
Make test calls to any phone number to validate the agent's behavior before activating the full campaign.
5. Monitor in real time
Track progress on the reporting dashboard: calls in progress, queued, completed, transferred, and qualification results.
Key agent capabilities
● Intelligent queue system
Handle simultaneous calls. The system automatically queues and dequeues calls based on capacity and configured rules.
● Configurable rules & retries
Define operating hours, maximum retry attempts per contact, number rotation, and automatic behavior based on the call outcome (no answer, IVR, wrong number).
● Transfer to human agent
When requested by the customer, the agent transfers the call to a configured phone number. Minimum wait time before transfer: 25 seconds.
● Transcripts & recordings
Every call is logged with a full transcript, downloadable recording, connection status, and automatic qualification result.
● Agent versioning
Control who modifies each agent, compare previous versions, and revert configurations with a single click if something goes wrong.
● Automatic blacklist
Contacts who request not to be called—or who reach the maximum retry limit without a response—are automatically added to a manageable exclusion list.