Voice

The Grading module automatically evaluates every call using AI, assigning a score based on the success criteria you define, without the need to manually review call recordings.

24. What does the Grading module include?

Custom labels
Define which events matter to your campaign: Did the customer accept a follow-up? Mention a budget? Request more information? Each label carries weight in the final score.

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.

22. Security controls

Rootlenses Voice incorporates security and governance controls designed to protect voice campaign operations, restrict critical changes to authorized users, and maintain traceability over sensitive configurations such as agents, COTs, business rules, telephony providers, notification providers, transfer numbers, realtime models, and call results.

21. Essential Rootlenses Voice terminology

Rootlenses Voice combines artificial intelligence, automation, and telephony to execute voice conversations at scale.

This glossary brings together key concepts, both operational and technical, to help users understand how the platform works, how agents are configured, and how call-generated results are interpreted.

This guide summarizes the essential concepts of COT (Chain of Thought) and RAG (Retrieval-Augmented Generation) for building conversational agents that are more natural, accurate, and production-ready.