Voice Calls

Voice calls are interactions of type call that represent phone conversations between an AI agent and a lead. Calls can be triggered manually, by the auto-dialer, or as a first submission action.

Initiating a Call

Manual

From the lead detail page or conversations view, click Call to open the call trigger modal:

The system resolves the campaign's voice agent (test agent for test leads)
Select the phone number to call from
Optionally add additional instructions for the AI agent
Click Call — the call is initiated asynchronously

Auto-Dialer

The auto-dialer automatically triggers calls based on configured sequencing rules. See Auto-Dialer for configuration details.

First Submission Action

When a campaign's first submission action is set to Voice AI Call, the engine automatically initiates a call when a new lead is submitted.

Call Flow

LeadSail creates an interaction record with status in_progress
The voice prompt template is rendered with lead data and system variables
The call is initiated via the configured voice provider (e.g., ElevenLabs)
The AI agent conducts the conversation using the rendered prompt
When the call ends, the provider sends a post-call webhook
The interaction is updated with the transcript, outcome status, and duration
The lead status is updated based on the call outcome
If configured, the post-call pipeline runs

Call Outcomes

Each call results in one of these interaction statuses:

Status	Description	Lead Status
`completed`	Positive conversation	`contacted`
`incomplete`	Call started but didn't complete	`contacted`
`voicemail`	Left voicemail	`voicemail`
`no_answer`	No answer	`no_answer`
`busy`	Line busy	`no_answer`
`no_contact`	Exhausted all attempts	`no_contact`
`scheduled_callback`	Lead requested callback	`scheduled_callback`
`follow_up`	Agent determined follow-up needed	`contacted`
`qualified`	Agent qualified the lead	`qualified`
`disqualified`	Agent disqualified the lead	`disqualified`
`dnc`	Lead requested Do Not Contact	`dnc`
`error`	Technical error	`error`

Transcripts

Call transcripts are stored as an array of messages with:

Role — agent (AI) or user (lead)
Message — The spoken text
Timestamp — When the message occurred
Source — voice_ai for AI-powered calls

Transcripts are viewable in the conversation view and on the lead detail page under the Interactions tab.

Recordings

Call recordings (when available from the provider) are linked from the interaction record. Click the recording link to listen to the full call audio.

API

Initiate a call programmatically via POST /api/v1/voice/calls/initiate:

{
  "leadId": "lead_abc123",
  "direction": "outbound",
  "additionalInstructions": "Ask about their timeline"
}

The call runs asynchronously — the API returns immediately with the interactionId.

Voice Calls

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