Call Management - eigi.ai Documentation

Overview

eigi.ai provides comprehensive call management capabilities—from receiving inbound customer calls to running large-scale outbound campaigns and scheduling automated follow-ups.

Outbound Calls

Single Calls

Make individual calls directly from the dashboard:

Select Agent

Choose the agent you want to use for the call

Enter Number

Input the phone number to call (with country code)

Add Context

Optionally provide variables like customer name

Initiate Call

Click “Call” to start the conversation

Bulk Campaigns

Run automated calling campaigns at scale:

CSV Upload

Import contact lists with phone numbers and custom data

Phonebook Selection

Choose contacts from your existing phonebook

Progress Tracking

Monitor campaign progress in real-time

Result Export

Export results with outcomes and analysis

Campaign Settings

Setting	Description
Concurrency	How many simultaneous calls to make
Retry Logic	Rules for retrying unanswered calls
Time Windows	Hours during which calls can be placed
Throttling	Pace calls to match your capacity

Inbound Calls

Phone Number Assignment

Receive calls on dedicated phone numbers:

Number Provisioning

Purchase phone numbers directly through eigi.ai: - Local numbers in 190+ countries - Toll-free numbers - Short codes (where available)

Number Assignment

Assign numbers to specific agents: - One number per agent for simple routing

Multiple numbers to one agent - IVR routing (coming soon)

Caller ID

Configure outbound caller ID display: - Use assigned number - Custom caller ID (where permitted)

Scheduled Calls

One-Time Scheduling

Schedule calls for specific times:

Select Contact

Choose who to call from phonebook or enter number

Pick Date & Time

Select when the call should be placed

Set Time Zone

Specify the recipient’s time zone

Confirm

Schedule is created and call will trigger automatically

Recurring Schedules

Set up automated recurring calls:

Frequency	Example Use Case
Daily	Morning check-ins, daily reminders
Weekly	Weekly follow-ups, status calls
Monthly	Monthly reviews, billing reminders
Custom	Every 3 days, specific weekdays

Smart Features

Time Zone Aware

Schedule in recipient’s local time—never call at 3 AM

Smart Retry

Automatically retry if call isn’t answered

Business Hours

Respect business hours and skip holidays

Conflict Detection

Warn about scheduling conflicts or overload

Call History

Complete Records

Every call is logged with full details:

Call Details

Phone number and contact name - Call duration and timestamps - Agent used
Call direction (inbound/outbound) - Outcome status

Transcript

Full conversation transcript - Speaker identification - Timestamps for each message - Searchable content

Recording

Audio playback (if recording enabled) - Synchronized with transcript - Download option

Analysis

Extracted data fields - Sentiment analysis - Summary - Custom schema results

Search & Filter

Find specific calls quickly:

Filter	Options
Date Range	Today, last 7 days, custom range
Agent	Filter by specific agent
Direction	Inbound, outbound, or all
Outcome	Completed, failed, no answer
Duration	Minimum/maximum length

Call Outcomes

Status Tracking

Every call is tagged with an outcome:

Status	Description
Completed	Call connected and conversation occurred
No Answer	Recipient didn’t pick up
Busy	Line was busy
Failed	Technical failure
Voicemail	Left or encountered voicemail
Transferred	Call was transferred to human

Outcome Actions

Configure automatic actions based on outcomes:

No Answer: Schedule retry in 2 hours
Completed + Interested: Add to sales follow-up list
Failed: Alert technical team

Real-Time Monitoring

Live Dashboard

Watch calls as they happen:

Active Calls

See all currently active conversations

Live Transcript

Read conversation in real-time

Queue Status

Monitor pending and queued calls

Health Metrics

Track success rates and performance

API Integration

Programmatic Control

Trigger calls from your applications:

# Initiate an outbound call via API
curl -X POST https://api.eigi.ai/v1/calls/outbound \
  -H "X-API-Key: your_api_key" \
  -H "Content-Type: application/json" \
  -d '{
    "agent_id": "your_agent_id",
    "phone_number": "+14155551234",
    "variables": {
      "customer_name": "John Smith",
      "order_id": "ORD-12345"
    }
  }'

Webhook Notifications

Receive real-time updates:

Call started
Call answered
Call ended
Analysis completed

Best Practices

Respect Time Zones: Always schedule calls during appropriate hours for the recipient.

Monitor Campaigns: Watch bulk campaigns closely, especially when starting out.

Use Variables: Personalize calls with contact data for better engagement.

Ensure compliance with local calling regulations (TCPA, DNC lists, etc.) before running outbound campaigns.

Troubleshooting

Calls not connecting

Verify phone number format includes country code - Check agent has a phone number assigned - Ensure telephony provider is configured

Scheduled call didn't trigger

Verify the schedule is active (not paused) - Check time zone settings - Review call logs for any errors

Poor call quality

Check your agent’s voice provider settings - Ensure stable network connection - Review STT/TTS provider status

​Overview

​Outbound Calls

​Single Calls

​Bulk Campaigns

CSV Upload

Phonebook Selection

Progress Tracking

Result Export

​Campaign Settings

​Inbound Calls

​Phone Number Assignment

​Scheduled Calls

​One-Time Scheduling

​Recurring Schedules

​Smart Features

Time Zone Aware

Smart Retry

Business Hours

Conflict Detection

​Call History

​Complete Records

​Search & Filter

​Call Outcomes

​Status Tracking

​Outcome Actions

​Real-Time Monitoring

​Live Dashboard

Active Calls

Live Transcript

Queue Status

Health Metrics

​API Integration

​Programmatic Control

​Webhook Notifications

​Best Practices

​Troubleshooting

Overview

Outbound Calls

Single Calls

Bulk Campaigns

Campaign Settings

Inbound Calls

Phone Number Assignment

Scheduled Calls

One-Time Scheduling

Recurring Schedules

Smart Features

Call History

Complete Records

Search & Filter

Call Outcomes

Status Tracking

Outcome Actions

Real-Time Monitoring

Live Dashboard

API Integration

Programmatic Control

Webhook Notifications

Best Practices

Troubleshooting