Once a voice agent is connected, you can call any contact that has a phone number. An AI agent places the call, talks to the lead in the agent's language and logs the call on the contact.
Start a call#
- Open the contact in Edesy CRM.
- On the Activity tab, choose Calls.
- Click Make Call. The Initiate Voice Call window shows the contact's phone number.
- Under Select Agent, pick the voice agent that should make the call. Each agent is listed with its language.
- Click Start Call.
The CRM confirms with "Call initiated successfully" and the call ID. The call appears in the contact's call history straight away, marked in progress. When call results are connected, it updates with the outcome once the call ends; see Call outcomes.
Tip: the Calls filter only appears once a contact has at least one call. For a contact you've never called, add ?view=calls to the end of the contact page's address to open it.
What the agent knows about the lead#
The CRM sends these details with every call, so your agent's prompt and greeting can use them as variables:
| Variable | Value |
|---|---|
{{customer_name}} |
The contact's full name, or "Customer" if it has none |
{{first_name}} |
First name |
{{last_name}} |
Last name |
{{email}} |
Email address |
{{contact_id}} |
The CRM contact's ID |
For example, a greeting of Hi {{first_name}}, this is Priya from Acme Realty becomes "Hi Rahul, this is Priya from Acme Realty". More on variables: Variables & Templates.
Which number it calls from#
The call goes out from the phone number set up for that agent or its voice agent workspace, through the same provider as your other calls. Set this in the voice agent app; see phone numbers.
If the call doesn't start#
| Message | Fix |
|---|---|
| Voice integration not configured | Connect a voice agent first: Connect a voice agent |
| Contact has no phone number | Add a phone number to the contact |
| Please select an agent | Choose an agent under Select Agent |
| No agents in the Select Agent list | The key has no agents:read scope, or the voice agent workspace has no agents yet |
Any other error comes from the voice agent workspace, for example a calling window or credit limit. Check it in the voice agent app.
After the call#
See Call outcomes for what comes back to the contact and how the lead's status changes.