AI Contact Center

ActualSales.AI includes a virtual contact center that operates across voice calls, WhatsApp, and SMS. It is not a separate product bolted on -- it is generated as part of every campaign the platform creates. When you enter a URL and the AI builds a campaign, 3 voice agents are configured and ready to work across all channels, following a customizable multi-step sales funnel.

This page covers the contact center's architecture, channel capabilities, funnel configuration, human handoff, data capture, and CRM integration.

Channels

The AI contact center operates across four channels, all managed by the same AI voice agents:

• Outbound voice calls. The AI agent calls leads from your lists, following a scripted conversation flow. It introduces the offer, qualifies interest, handles objections, and either closes or transfers to a human agent.
• Inbound voice calls. The same agent handles incoming calls -- from landing page phone numbers, callback requests, or general inquiry lines. The agent identifies the caller, routes to the appropriate script, and processes the interaction.
• WhatsApp. The agent conducts conversations via WhatsApp, following the same funnel logic as voice calls but adapted for text-based interaction. It sends messages, receives replies, shares links and media, and qualifies leads through the chat.
• SMS. The agent sends SMS messages as part of the contact flow -- during calls (sending links in real time), after calls (follow-up messages), or as standalone outreach. SMS integrates with the other channels rather than operating independently.

All four channels share the same lead record in the CRM. A lead who receives an outbound call, then continues via WhatsApp, then gets an SMS follow-up has a single unified history.

Configurable Multi-Step Funnel

The contact center follows a configurable funnel that defines how each lead interaction progresses. The default funnel includes these steps, but each step is customizable:

• Introduction. The agent identifies itself, states the purpose of the contact, and gauges initial interest. The script references the brand name, product, and value proposition extracted during brand analysis.
• Qualification. The agent asks qualifying questions to determine if the lead matches the target profile. Questions are configurable -- you define what constitutes a qualified lead for your campaign.
• Objection handling. The agent responds to common objections with pre-configured rebuttals. These are generated by the AI based on the brand's positioning and competitive landscape, and can be edited.
• Closing or handoff. If the lead is qualified and ready, the agent either completes the conversion (sending a signup link, scheduling an appointment) or transfers to a human agent for closing.

You can add, remove, or reorder funnel steps. Each step has its own script, qualifying criteria, and success/failure actions. The funnel can branch -- different responses at the qualification step can route to different objection handling scripts.

Human Handoff

Human handoff is a core capability, not an afterthought. When a lead reaches the handoff step -- or when the AI determines the conversation requires a human -- the transfer happens in real time:

• For voice calls: The AI agent announces the transfer to the lead, then connects them to a human agent's phone number. The human agent receives context about the call -- who the lead is, what was discussed, and qualification status.
• For WhatsApp: The conversation can be escalated to a human agent who takes over the chat thread, with full visibility of the prior AI conversation.
• Configurable triggers: Handoff can be triggered by specific lead responses, qualification score thresholds, or explicit requests from the lead to speak with a person.

The handoff is designed to feel seamless to the lead. They do not need to repeat information. The human agent sees the call transcript, extracted data, and qualification status before picking up.

Call Recording, Transcription, and Summaries

Every voice interaction is recorded and processed:

• Call recordings. Full audio recordings of every call, accessible from the lead's CRM record. Recordings are stored and playable directly in the platform.
• Transcriptions. Each call is transcribed automatically. The transcript is searchable and linked to the lead record.
• AI-generated summaries. After each call, the AI produces a summary covering key points discussed, lead sentiment, objections raised, and outcome. This saves human agents from listening to full recordings when reviewing leads.

WhatsApp and SMS conversations are also logged in full, with the same per-lead visibility.

Lead Data Extraction

During conversations, the AI agent extracts structured data from the lead's responses:

• Contact information (name, email, phone, address)
• Qualification data (budget, timeline, decision authority, needs)
• Product preferences and requirements
• Objections and concerns raised
• Competitor mentions

This data is not just stored as free text in a transcript. It is extracted into structured fields in the CRM, making it filterable, sortable, and exportable. You can see at a glance which leads are qualified, what objections are most common, and where leads drop off in the funnel.

External Sales API Integration

The contact center supports integration with external systems via webservice. Qualified leads can be pushed to external CRMs (Salesforce, HubSpot, or custom systems) automatically when they reach a specific funnel stage. The API sends structured lead data including contact information, qualification answers, call summary, and status.

This means the AI contact center can operate as the front end of an existing sales operation. It qualifies and processes leads, then hands off the data to whatever system your sales team already uses.

Agent Configuration

Each campaign generates 3 AI voice agents by default. These agents are powered by ElevenLabs voice technology and are configurable:

• Voice selection. Choose from available AI voices or configure a custom voice.
• Script editing. Every step of the funnel script is editable. Modify introductions, questions, objection responses, and closing statements.
• Language. Agents operate in the language appropriate to the market. The platform supports campaigns across 8 markets.
• Behavior settings. Configure how the agent handles interruptions, long pauses, unclear responses, and edge cases.

Frequently Asked Questions