AI calls are a real sales workflow in CRAIM, not a separate experiment.
What AI calls support
- starting calls from an automation when a lead enters a CRM stage
- durable jobs with explicit retry and idempotency rules
- verified provider callbacks and structured call outcomes
- progression to the next CRM stage or a text qualification workflow
Product principle
AI calling is an automation action inside the broader AI sales operating model, not a separate call-center product.
That means:
- a phone line is explicitly bound to a published AI employee
- consent, suppression, working-hours, and retry policies are checked before every attempt
- a terminal outcome resumes the CRM automation exactly once
Telephony setup
The current provider is ElevenLabs. Its phone agent is provisioned with a signed post-call webhook and a single structured outcome tool. The gateway owns provider credentials; CRM receives only verified events.
Why that is correct
Calling has different consent, timing, routing, and review requirements than text workflows. It must not be treated like normal message drafting.
Product guidance
Knowledge base articles for AI calls should explain:
- which CRM stage triggers the call
- which outcome unlocks the next step
- how consent and do-not-call policies are configured
- when the workflow transfers to text qualification or a human manager
Operating rule
Treat AI calls as one execution mode of the AI sales system, with a single auditable job and event trail.