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Voice and calls

AI agent that takes inbound calls, dials out and operates a virtual switchboard. Every call transcribed, summarized and attributed to its campaign.

KEY CAPABILITIES

What this module delivers.

AI inbound and outbound

Takes inbound calls, makes outbound calls and operates a virtual switchboard with dynamic menus.

Smart routing

Routes by intent, language, hours, location or customer history, without rigid IVR trees.

Transcription and summary

Every call is transcribed, summarized and with next steps extracted automatically.

Per-campaign attribution

Every call is attributed to its ad source, end-to-end from spend to conversion.

EVERYTHING INCLUDED

Everything included, no promises.

Call operations

  • AI inbound call reception
  • AI outbound calls
  • Call redirection from existing mobiles or numbers
  • Automated virtual switchboard
  • Phone lead qualification
  • Meeting confirmation by call
  • Automatic call reminders
  • Appointment rescheduling by call

Post-call intelligence

  • Automatic transcription
  • Automatic summary
  • Next-step extraction
  • Automatic task creation
  • Urgency detection
  • Note-taking when no human is available
  • Post-call summary sent to the rep or owner

Recovery and callback

  • Missed-call recovery
  • Automatic callback
  • Intelligent callback with optimal timing
  • Call prioritization by value or urgency
  • Intelligent voicemail management
  • Voicemail-to-ticket conversion

Compliance and quality

  • Call recording when legally applicable
  • Call quality analysis
  • Voice agent performance evaluation
  • Transfer to person or department
  • Out-of-hours messages
  • Fallback to WhatsApp, email or form

TYPICAL USE CASES BY INDUSTRY

How it lands in each industry.

  1. Education

    Takes calls from families asking about enrolment, pulls the candidate history and books a campus visit.

  2. Healthcare

    Calls patients 24h before appointments to confirm, reschedules if needed and frees the slot in the EHR.

  3. Industrial

    Handles B2B technical calls, identifies the order by customer number and opens an incident with priority.

  4. Professional services

    Takes inquiries from new clients, qualifies the case (labor / tax / commercial) and routes to the right partner.

FREQUENTLY ASKED

What we get asked most about this module.

Is a voice agent an isolated system?

No. At Twinny a voice agent is the interface to a digital worker: the call comes in by voice, but the request is resolved by looking up the Company Memory and executing in your systems (calendar, CRM, ERP). See Digital Workers at /en/digital-workers/.

Do we need to change the phone number?

No. Calls are redirected from the current number. Twinny answers behind the scenes.

Does it work in Spanish, English and other languages?

Yes. Detects the caller language and runs the conversation in that language. Ten languages in production.

Are calls recorded?

Only if your jurisdiction allows it and your customer consents. Recording is off by default; transcription is done in memory.

Which voice providers does it integrate with?

Telephony: Twilio is the most common; also Telnyx, Vonage and any carrier with standard SIP. Voice and conversational agents: ElevenLabs, Deepgram, Retell, Vapi and LiveKit. You can pair your telephony provider with the voice engine you prefer.

Orchestrate every channel
from one intelligent
layer.

In 30 minutes we'll show you how Twinny connects to your operation and starts delivering results from week 1.

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