AI Voice Calls

Overview

AI Voice Calls let Kraya automatically place an outbound voice call to your lead at key moments in the lead lifecycle. The AI agent speaks to the lead in real time, has a brief conversation, and records the outcome (status, duration, transcript, and recording) on the lead's call timeline. Inferred answers from the conversation can also be used to fill in lead attributes.

This feature is available to any organization once it has been enabled by Kraya support and is configured per organization.

Calling providers. Kraya currently supports two AI calling providers: smallest.ai and DialNexa. Your organization is set up with one of them when AI Voice Calls are enabled, and both providers result in the same end-user experience — an automated outbound call to your lead with the outcome saved on the call timeline. You don't switch providers from the dashboard; that choice is made when Kraya support enables the feature. See Choosing a provider below for the small differences worth knowing about.

What you can do

• Have an AI voice agent call new leads automatically shortly after the broadcast message
• Have an AI voice agent call leads automatically shortly after each follow-up (bump-up) message that goes out as part of an Auto Followup sequence
• View AI call entries (status, completion time, duration, transcript, and recording link) on the lead's call timeline alongside manual calls
• Have selected lead attributes filled in automatically from the AI conversation, when configured
• Have Kraya act on how an AI Call sequence step went - moving the lead to another stage and setting a call reminder, based on instructions you write on the step

How it works

• AI Voice Calls are triggered automatically by Kraya — there is no button to place a call manually.
• Trigger points are supported:
  • New lead welcome call: When a new lead is created and the broadcast message is sent, an AI welcome call is scheduled.
  • Bump-up follow-up call: When a follow-up (bump-up) message is sent as part of an Auto Followup sequence, an AI call is scheduled after that message.
  • AI Call sequence step: You can also add an explicit AI Call step directly in an Auto Followups sequence. When that step becomes due, Kraya places a call using the instructions you wrote for the step and retries a set number of times if it isn't answered. This is placed by you as a sequence step, unlike the automatic welcome and bump-up calls above.
• Each call is scheduled with a delay set per organization (default 5 minutes after the message).
• The AI agent receives the lead's first name, any booked appointment time, and the lead's custom attributes before the call so it can hold a personalised conversation.
• After the call, Kraya saves the call's status, duration, transcript, and recording link on the lead. If your organization has configured attribute extraction, selected lead attributes can also be updated from what the AI heard during the call.
• AI Call sequence steps can take action after the call. If you turn on Take action after the call on an AI Call step in an Auto Followups sequence (or a Calendar Booking reminder sequence) and write instructions there, Kraya reads that call's transcript shortly after it ends and applies what your instructions ask for. See Actions after an AI Call below. This applies only to AI Call steps - the automatic welcome and bump-up calls are never analysed this way.
• Kraya never makes a manual user-initiated AI call — every AI call is automatic and tied to the lead's stage and the sequence/broadcast that just went out.

Where AI calls appear in Kraya

AI calls show up in the lead's call timeline (the same place where manual calls and follow-up calls are listed).

• Name: AI calls are labelled AI Bumpup Call 1, AI Bumpup Call 2, and so on, in the order they happen for that lead. The first AI call (the welcome call after the broadcast) is AI Bumpup Call 1. Subsequent calls after bump-up messages are numbered sequentially up to AI Bumpup Call 6.
• Completion time: Shown in DD/MM/YY | hh:mm A format, in your organization's timezone.
• Status icons:
  • Green call icon — call was answered and a conversation took place
  • Red "no response" icon — call was not answered
• Duration: Shown in MM:SS min format (for example, 02:45 min) for answered calls only.
• Notes / transcript: Click the notes icon next to the call to open the transcript. The transcript shows the dialogue between the AI bot and the lead in Bot: / Lead: format, followed by a recording link.
• AI calls are read-only: Unlike manual calls, you cannot click an AI call entry to edit its details. The status, duration, and transcript come directly from the AI service and cannot be modified from the lead screen.
• AI calls only appear once they have a status of "answered" or "no response". Calls that are queued, in progress, skipped, or failed are not shown in the timeline.

Actions after an AI Call

An AI Call step in a sequence can act on how the call went. This is configured on the step itself, in Auto Followups, and is off unless you turn it on.

What it does. When the call is answered and finishes, Kraya reads that call's transcript against the instructions you wrote on the step and applies what fits. Only that call's transcript is used - earlier calls with the same lead are not considered.

The only two actions supported:

• Move the lead to another stage. The AI can pick any stage in the lead's own pipeline, except the default New Lead stage. It cannot move a lead into a different pipeline. The change appears in the lead's stage history attributed to Kraya's automation user, exactly like any other automatic stage change.
• Set a call reminder. The AI resolves whatever the lead asked for ("call me tomorrow after 4") into a concrete date and time in your organization's timezone, and creates a call reminder with a short note. It appears in your normal call reminders list alongside manually created ones. If the lead already had a pending reminder, that one is marked as done and replaced.

Anything else you write in the instructions - send a message, assign an agent, update a lead attribute, add a note - is ignored. Only these two actions are ever applied.

The two actions are independent. A call reminder without a stage change, and a stage change without a call reminder, are both normal outcomes. So is doing nothing at all: if nothing in your instructions matches what happened on the call, no action is taken. The AI is deliberately conservative - an inconclusive call, or a lead who said "maybe", is not treated as grounds to act.

When it runs. Post-call actions run only when all of the following are true:

• The AI Call step has Take action after the call turned on with instructions saved
• The call was answered and completed (unanswered calls, and retries that never connected, are not analysed)
• The call was long enough to contain a real conversation - very short calls are skipped
• The call produced a transcript
• Your organization has credits available

Credits. Each call that is analysed uses one organization credit, whether or not the AI ends up taking an action. No credit is used when the toggle is off, the instructions are blank, or any of the conditions above is not met. This is separate from, and in addition to, the credits the call itself consumes.

Attributes are not touched. Post-call actions never read or write lead attributes. Attribute extraction from AI calls is a separate feature configured by Kraya support, and continues to work independently.

Choosing a provider (smallest.ai vs DialNexa)

Kraya supports two AI calling providers. Your organization runs on one of them — Kraya support sets this when activating AI Voice Calls. From your perspective the day-to-day product behaviour is the same: AI calls fire automatically, results appear on the call timeline, and attribute mapping (when configured) still works on either provider.

The differences are mostly about what gets saved on the call entry:

What this means for you:

• If you're on smallest.ai, AI call notes contain the transcript and the recording link.
• If you're on DialNexa, AI call notes contain the transcript, a short AI summary of the conversation, post-call analysis highlights, and the recording link — all in the same notes view, so you can read the gist of the call without listening to the recording. That same summary is also appended to the lead's own notes, so the lead's history reads as a running log without having to open every call entry.
• Either way, you don't need to do anything differently in Kraya — open the lead, click the notes icon on the AI call entry, and you'll see whatever your provider produced.

If you want to switch providers, contact Kraya support; the change happens server-side and does not affect any calls already logged on existing leads.

Step-by-step guide

Getting AI Voice Calls enabled for your organization

AI Voice Calls are configured by Kraya support, not from your dashboard.

1. Contact Kraya support and ask for AI Voice Calls to be enabled for your organization.
2. Provide the AI calling agent details Kraya support requests (agent identifier and credentials are issued by your AI calling provider).
3. Decide which call types you want enabled:
   • New lead welcome call
   • Bump-up follow-up call
4. Decide the delay (in minutes) between the broadcast/follow-up message and the AI call for each call type. The default is 5 minutes.
5. If you want lead attributes (such as budget, requirement, preferred location) to be filled in automatically from the AI conversation, share the mapping you want — that is, which AI conversation variable should map to which lead custom attribute.
6. Once Kraya support has activated the agent, AI calls will start being placed automatically for new leads created after the activation timestamp. Leads that already exist before activation will not receive AI calls retroactively.

Reviewing AI call results

1. Open any lead in the Dashboard or via the WhatsApp Extension sidebar.
2. Scroll to the call list / call timeline section of the lead view.
3. Look for entries named AI Bumpup Call 1, AI Bumpup Call 2, and so on.
4. Read the status icon and duration to see at a glance whether the lead picked up.
5. Click the notes icon next to the AI call to view the full transcript and recording link.

Settings and configuration

These settings are stored per organization and are managed by Kraya support (no self-serve UI in this phase).

• AI calls enabled: Master switch for the organization. If turned off, no AI calls are placed.
• AI calling agent — active: Independent switch that disables the agent without changing the master switch.
• New lead welcome call enabled: When on, the agent calls every eligible new lead after the broadcast.
• Bump-up follow-up call enabled: When on, the agent calls eligible leads after each follow-up (bump-up) message in their Auto Followup sequence.
• New lead call delay (minutes): How long after the broadcast message the AI welcome call is scheduled. Default is 5 minutes.
• Bump-up call delay (minutes): How long after each follow-up message the AI call is scheduled. Default is 5 minutes.
• Activation date: AI calls only happen for leads created after this timestamp.
• Attribute mapping: Optional. Maps AI conversation variables (whatever the agent has been trained to extract — for example "budget", "preferred date") to lead custom attributes. Only attributes that already exist as custom attributes for your organization can be filled in this way.

To change any of the above, contact Kraya support.

Role-based behavior

• Standard users: See AI call entries on the lead's call timeline along with status, duration, transcript, and recording. Cannot place AI calls manually and cannot edit AI call entries.
• Admins: Same view as standard users on the lead screen. Cannot self-serve the configuration in this phase — must contact Kraya support to enable, disable, or change settings.

Limits and quotas

• AI calls are placed only when all of the following are true at the moment the call is due:
  • The organization has AI calls enabled and an active AI calling agent
  • The relevant call type (new lead or bump-up) is enabled for the agent
  • The lead is in the New Lead stage at the time the call is due
  • The lead was created after the agent's activation date
  • The lead has a phone number
  • It is currently within your organization's configured business hours
  • The organization has credits available
  • For bump-up calls: the lead has not already replied since the last follow-up message went out
• If the call falls outside business hours, it is marked as skipped and is not retried later — there will be no entry on the lead's timeline for it.
• AI calls share your organization's standard credit pool. Calls will not be placed when your credit balance is zero.
• Post-call actions on an AI Call step use one additional credit per call analysed, and are skipped entirely when your credit balance is zero.
• Instructions for Take action after the call are limited to 5,000 characters per step.
• A lead is eligible for at most one welcome call (AI Bumpup Call 1) and up to five bump-up follow-up calls (AI Bumpup Call 2 through AI Bumpup Call 6), one per follow-up message in the Auto Followup sequence.

Common edge cases

• Lead is moved out of "New Lead" before the call is placed The AI call is skipped. AI calls only run while the lead is still in the New Lead stage at the moment the call is due.

• Lead replies to the follow-up message before the AI call goes out The bump-up AI call is skipped to avoid interrupting the lead's reply. The next bump-up message in the sequence will be evaluated normally.

• Call falls outside business hours The call is marked skipped and is not retried in the next business window. No timeline entry is shown.

• Lead has no phone number No AI call is placed. Add a phone number to the lead if you want it included.

• Lead was created before the agent was activated for your organization No AI calls happen for that lead. The activation date is the cut-off; only leads created afterwards are eligible.

• Lead picks up but does not answer the AI clearly The call is marked answered and the transcript shows whatever the AI captured. Lead attributes are only updated when the AI confidently extracts a mapped value — partial or unclear answers are not written to attributes.

• Lead does not pick up The call appears with a red "no response" icon and no duration. There is no automatic retry. The next AI call only happens when the next bump-up message in the sequence is sent.

• An AI Call step with post-call instructions took no action This is normal whenever nothing in your instructions matches what happened on the call. It also happens when the call was not answered, was very short, or produced no transcript - in those cases nothing is analysed and no credit is used.

• The lead's stage changed unexpectedly after an AI call Check the lead's stage history: if it shows Kraya's automation user, the change came either from your AI Call step's post-call instructions or from AI Stage Shifting / AI Qualification. Review the instructions on the AI Call step first.

• Recording link does not load The recording is hosted by the AI calling provider. If the link fails, contact Kraya support — the call's transcript is still preserved on the lead.

Troubleshooting

No AI calls are happening at all for any lead

• Cause: AI calls are not enabled for your organization, the agent is inactive, or the activation date is set in the future.
• Fix: Contact Kraya support and confirm that AI calls are enabled, the agent is active, and the activation date has already passed.

AI calls work for some leads but not others

• Cause: The leads where calls are missing are likely outside business hours when the call was due, were created before activation, are not in the New Lead stage, have no phone number, or already replied to the last follow-up.
• Fix: Check the lead's stage and creation date. If the lead is eligible but no call appears, check whether your organization's business hours covered the moment the call was due.

The welcome call happens but bump-up calls do not (or vice versa)

• Cause: One of the two call-type toggles is turned off for your agent.
• Fix: Contact Kraya support and ask them to enable the missing call type.

Calls are happening at the wrong time relative to the message

• Cause: The delay (in minutes) is set higher or lower than you expect.
• Fix: Contact Kraya support to adjust the new lead and bump-up delays.

Lead attributes are not being filled from AI calls

• Cause: Attribute mapping is not configured, the variable name from the AI does not match a configured mapping, or the target attribute does not exist in your organization's custom attributes.
• Fix: Confirm with Kraya support that the mapping covers the variables you expect, and confirm that the target lead attributes exist in your Lead Attributes settings. Note that Kraya only updates attributes that exist in your custom attributes list.

Post-call actions are not happening on my AI Call step

• Cause: The Take action after the call toggle is off or the instructions box is blank; the call was not answered or was too short to analyse; your credits are exhausted; or the instructions do not clearly cover what happened on the call.
• Fix: Open the AI Call step in the sequence, confirm the toggle is on and the instructions are saved, and check your credit balance. Then rewrite the instructions to name the situation and the action explicitly, using stage names that exist in the lead's own pipeline.

The AI set a call reminder at the wrong time

• Cause: Times spoken on a call are resolved into your organization's timezone. A wrong organization timezone shifts every reminder.
• Fix: Check your organization's timezone in settings. You can edit or clear the reminder from the call reminders list at any time - AI-created reminders behave exactly like manual ones.

Decision tree: an AI call is missing for a specific lead

• Is the lead in the New Lead stage right now? → If no, AI calls do not run after the lead leaves New Lead.
• Was the lead created after AI calls were activated for your org? → If no, the lead is not eligible.
• Does the lead have a phone number? → If no, add one. Existing leads will only become eligible from their next sequence step.
• Was the message that should have triggered the call sent within business hours? → If no, the AI call was skipped.
• Did the lead reply to the last follow-up message? → If yes, bump-up AI calls are skipped on purpose.
• If none of the above explain it → Contact Kraya support with the lead and the expected message time.

FAQs

• Can I make an AI call on demand from a lead screen? No. AI calls are placed automatically based on the broadcast/follow-up flow. You cannot trigger a one-off AI call from the lead screen.

• Can I edit an AI call's notes or status? No. AI call entries are read-only. The status, duration, transcript, and recording come directly from the AI calling service.

• Will AI calls also call leads who already replied? For bump-up calls, no — Kraya skips the AI call if the lead has already responded since the last follow-up. The welcome call is independent of replies and goes out shortly after the broadcast.

• What happens if my AI agent's credentials change? Contact Kraya support to update the credentials. Calls may not go through until the new credentials are saved.

• Are AI calls counted against my plan's credits? Yes. AI calls require credits in the same way other Kraya AI features do. If your credits are exhausted, no AI calls are placed.

• Will an AI call retry if the lead does not pick up? Not automatically. The next AI call only happens when the next follow-up message in the sequence goes out.

• Can the AI change a lead's stage or set a reminder after a call? Yes, on AI Call sequence steps where you have turned on Take action after the call and written instructions. Those are the only two actions available. The automatic welcome and bump-up calls do not do this.

• Do post-call actions cost extra credits? Yes. One additional credit per call analysed, on top of what the call itself uses. Nothing is charged when the feature is off, the call was not answered, or the call was too short to analyse.

• Can the AI move a lead into a different pipeline after a call? No. Stage moves are limited to the lead's own pipeline, and the default New Lead stage cannot be chosen.

• Can I undo an action the AI took after a call? Yes. Change the stage back from the lead screen, and edit or clear the call reminder from the call reminders list. Both behave like normal manual records.

• Can I see how many AI calls happened across all leads? Aggregate AI call analytics (calls initiated, picked up, average duration, etc.) are available to Kraya admin staff. Standard users see AI calls per lead on the lead's timeline.

Tips and best practices

• Make sure your business hours are set correctly. AI calls outside business hours are skipped and not retried, so a misconfigured business window can silently block a large share of calls.
• Keep your lead custom attributes in sync with the variables your AI agent extracts. If you want the AI's answers to be saved, every variable you care about must have a matching custom attribute.
• Use the AI welcome call to qualify intent quickly, and let bump-up AI calls handle re-engagement when the lead goes quiet — design your Auto Followup sequence with the AI call delays in mind so you do not call the lead immediately after sending a message.
• When writing Take action after the call instructions, pair each situation with its action and use exact stage names from the lead's pipeline - "if they say they are not interested, move them to Lost" is far more reliable than "handle negative outcomes".
• Test post-call instructions on one sequence first, then review the resulting stage changes and call reminders on a few leads before rolling the pattern out widely.
• Periodically open a few lead timelines and review the AI call transcripts to make sure the agent is asking the right questions and capturing useful information.

Related features

• Auto Followups — Bump-up AI calls are placed after follow-up messages, and you can add an explicit AI Call step to a sequence with its own instructions and retry settings
• AI Qualification — AI-driven qualification of WhatsApp conversations; complements AI Voice Calls
• Smart Triggers — Automate actions based on lead events such as stage changes that may follow an AI call outcome
• Calendar Booking — AI Call steps in a booking reminder sequence support the same post-call actions
• AI Stage Shifting — The other way the AI moves leads between stages, based on WhatsApp conversations
• Attribute Data Types — Lead custom attributes that AI Voice Calls can fill in
• Dashboard — View leads and their call timelines

Screenshots