User Guide

KaiCalls Documentation

Complete user guide for the KaiCalls AI phone agent platform.

Overview

KaiCalls is an AI-powered phone agent platform that answers calls, texts, and messages 24/7. The platform automatically captures leads, qualifies them, and routes them appropriately, starting at $69.99/month.

Quick Start Guide

Get Your AI Agent Live in 5 Minutes

1Create Your First Agent

  1. From the Dashboard, click Agents in the left sidebar under "AI & AUTOMATION"
  2. Click the "+ New Agent" button (top right)
  3. Follow the 6-step wizard:
IndustrySelect your business type (Legal Services, Party Rentals, Healthcare, Home Services, Restaurant, Real Estate, or General Business)
NameEnter a name for your agent and select a voice from the dropdown
PersonalityChoose a preset (Friendly Helper, Professional Assistant, Empathetic Counselor, Quick & Direct, Sales Qualifier, or Gatekeeper) or adjust the sliders
QuestionsSelect what information to collect: Full name, Phone number, Email address, Reason for calling, Budget, Timeline, etc.
RulesConfigure capabilities (Can discuss pricing?, Can schedule appointments?, Can transfer to human?) and set after-hours behavior
LaunchReview your greeting message and click "Create My Agent"

2Connect a Phone Number

  1. Go to Phone System → Phone Numbers in the sidebar
  2. Find an unconfigured number or your assigned number
  3. Click Configure next to the number
  4. Choose routing type:
DirectCalls go straight to your AI agent
IVR MenuCallers hear menu options
Time-BasedDifferent routing by time of day

Select your Fallback Agent and click Save Changes

3Set Up Your Business Profile

  1. Navigate to Business → Business Profile
  2. Fill in your essential information: Business Name, Description, Website, Phone, Email, Address
  3. Add Services & Coverage details so your AI agent can answer accurately

✓You're Live!

Your AI agent is now answering calls 24/7. Monitor leads in the Dashboard and review call recordings in the Leads section.

AI Agents

Navigation: Sidebar → AI & AUTOMATION → Agents

Viewing Agents

The Agents page displays all your AI agents as cards showing:

  • Agent name and phone number
  • Status (Active/Setup Required)
  • Setup Progress indicator
  • Test Agent button
  • Phone number assigned

Creating a New Agent

Click "+ New Agent" and follow the 6-step wizard:

  1. Industry: Select your business type for pre-configured settings
  2. Name: Enter agent name and select voice
  3. Personality: Choose preset or customize warmth/speed/chattiness sliders
  4. Questions: Select standard fields and add custom questions
  5. Rules: Enable/disable capabilities and configure special situation handling
  6. Launch: Review greeting and create

Agent Card Actions

  • Test Agent: Make a test call to hear how your agent sounds
  • Edit: Click the agent card to modify settings
  • Get Phone Number: Assign a phone number to agents without one

Phone System

Phone Numbers

Navigation: Phone System → Phone Numbers

View and configure all phone numbers in your account:

  • Search by number
  • See routing status (Direct, IVR Menu, Not Configured)
  • Click Configure to set routing

Routing Options:

  • Direct: Immediate connection to AI agent (best for simple call flows, high-volume handling)
  • IVR Menu: Callers hear options and choose destination
  • Time-Based: Route differently based on time of day

IVR Menus

Navigation: Phone System → IVR Menus

Create phone menus that route callers:

  • Set a Menu Name and Greeting Message (what callers hear)
  • Add Menu Options with keypress numbers (1, 2, 3, etc.)
  • Route each option to an agent or phone number
  • Configure Timeout Behavior (seconds to wait, max retries)

Note: Callers can also speak their intent ("sales", "help") instead of pressing numbers.

IVR Squads

Group multiple agents to handle calls together.

Team Directory

Manage team member extensions for transfers.

Leads Management

Navigation: Sidebar → ACTIVITY → Leads

Lead List View

  • Filter by: All, Hot, Warm, Cold
  • Filter by Agent: All Agents or specific agents
  • Filter by Status
  • Search by name, email, phone, or summary
  • Each lead shows: Heat score (0-100), Name, Summary, Assigned Agent, Next Action

Lead Detail View

Click any lead to see:

Left Panel:

  • Contact info (email)
  • Status dropdown (New, Contacted, etc.)
  • Initial Message/reason for call
  • Lead Source (phone/agent name)
  • Lead Score with temperature (Hot/Warm/Cold)
  • Activity Summary (Calls, Messages, Proposals, Age)

Right Panel:

  • Activity Timeline: All interactions in chronological order
  • Call History: With recording playback and duration
  • Summary: AI-generated call summary
  • Full Transcript: Complete conversation text
  • Call Feedback: Add quality feedback

Lead Scoring

Navigation: Sidebar → ACTIVITY → Lead Scoring

How It Works

Call Comes InAI AnalyzesScore Assigned (0-100)Routed

Overview Tab

Stats: Hot Leads, Warm Leads, Cold Leads, Avg Score. Quick Actions: "Call Hot Leads Now", "Configure Routing Rules". Performance metrics (Hot Lead Rate percentage).

Routing Rules Tab

Configure how leads are automatically routed based on their score.

Insights Tab

Analytics on your lead scoring performance.

Follow-up Workflows

Navigation: Sidebar → AI & AUTOMATION → Follow-up Workflows

Creating a Workflow

  1. Click "+ New Workflow"
  2. Enter Workflow Name and Description
  3. Select Workflow Goal
  4. Add Workflow Steps:
    • Step Type: Voice Call, SMS, or Email
    • Delay from Previous Step: Immediate, hours, days
    • Call Script with variables: {name}, {phone}, {email}
  5. Enable Active toggle
  6. Click Create Workflow

Available Tabs

  • Templates: Your workflow templates
  • Active Executions: Currently running workflows
  • Analytics: Performance metrics

All Calls

Navigation: Sidebar → ACTIVITY → All Calls

View complete call history with filters and playback.

Scheduled/Outbound Calls

Navigation: Sidebar → ACTIVITY → Scheduled Calls

View scheduled and completed outbound calls:

  • Stats: Ended, Failed, Expired counts
  • Table: Lead, Number, Agent, Attempt, Scheduled time, Status, Duration
  • Actions: View Call, View Lead

Quality Dashboard

Navigation: Sidebar → ACTIVITY → Quality

Monitor AI call performance:

Metrics

Total Feedback
Positive Feedback
Negative Feedback
Needs Review
Average Rating
Total Calls (30d)
Failed Calls
AI Quality Score

Recent Call Failures

Table showing failed calls with failure reasons:

  • call-in-progress-error-assistant-did-not-receive-cue
  • silence-timed-out

Feedback History

Track quality feedback over time.

Business Settings

Business Profile

Navigation: Business → Business Profile

Configure:

  • Basic Information: Name, Description, Website, Phone, Email, Address
  • Business Details: Contact Name, Category, Logo URL, Years in Business
  • Services & Coverage: Services Offered, Service Areas, Equipment, What Makes You Unique

Products

Navigation: Business → Products

Add products/services your AI agent can discuss.

Knowledge Base

Navigation: Business → Knowledge Base

Teach your AI about your business:

  • Upload documents, FAQs, product details
  • Organize with categories and tags
  • AI automatically references during calls

Team Members

Navigation: Business → Team Members

Manage user access to your KaiCalls account.

Integrations/Connections

Navigation: Settings → Connections

Email Connections

  • Gmail OAuth: Connect Google account securely
  • SMTP/IMAP: Custom email server settings

Twilio SMS & Voice

Connect your Twilio account for SMS campaigns.

CRM Connections

  • GoHighLevel: Sync leads automatically
  • Airtable: Custom data mapping with triggers

Google Calendar

Connect to enable AI appointment booking with availability checking.

Google Local Services Ads

Sync leads from Local Services Ads.

Subscription Management

Navigation: Settings → Subscription

Current Plan Info

  • Usage This Month (minutes used vs. included)
  • Plan Features list
  • Next Payment date

Plan Comparison

PlanPriceMinutesInboundOutboundLead Scoring
Overflow$300/mo500AnytimeNoYes
Premium$600/mo1,500AllNoYes
Enterprise$1,000/mo4,000AllYesYes

Actions

  • Upgrade/Downgrade: Change plans
  • Cancel Subscription: Remains active until billing period ends
  • Manage Billing: Update payment methods

Important Notes

  • Usage overages billed at $0.15/minute
  • Downgrades take effect at next renewal

FAQ

What happens when the AI can't answer a question?+
Configure your agent's Rules to either take a message, offer to transfer to a human, or provide a fallback response.
Can I use my existing business phone number?+
Yes, forward calls from your existing number to your KaiCalls number, or contact support for porting options.
How does lead scoring work?+
The AI analyzes each call for buying signals and intent, then assigns a score from 0-100. Leads are categorized as Hot (high intent), Warm (moderate interest), or Cold (low priority).
Can the AI schedule appointments?+
Yes, connect Google Calendar in the Connections settings, then enable "Can schedule appointments?" in your agent's Rules.
How do I train my AI on my business?+
Add information to your Knowledge Base. Upload FAQs, product details, and policies. The AI automatically references this during calls.
What integrations are available?+
GoHighLevel, Airtable, Google Calendar, Google Local Services Ads, Twilio, Gmail, and custom SMTP/IMAP.

Troubleshooting

Agent Not Taking Calls

  • Verify the agent has a phone number assigned (check Agents page for "Get Phone Number" button)
  • Confirm the phone number is configured correctly in Phone System → Phone Numbers
  • Check that the agent status shows "Active" not "Setup Required"

Calls Showing as Failed

Check the Quality Dashboard for failure reasons:

  • silence-timed-out: Caller didn't speak; consider adjusting greeting
  • assistant-did-not-receive-cue: Technical issue; contact support

Lead Not Appearing

  • Verify the call completed (check All Calls)
  • Ensure lead capture fields are enabled in agent Questions settings
  • Check if caller provided required information

IVR Menu Not Working

  • Ensure "Pending Sync" status resolves to "Synced"
  • Verify menu options have valid destinations
  • Test by calling the number yourself

Integration Not Syncing

  • Reconnect the integration in Settings → Connections
  • Verify credentials are current
  • Check for "Connected" status badge
    Documentation | KaiCalls User Guide