Call setup

Call setup tells the Intake Agent what to pull from each call, how to sort calls into call types, and when to skip a call.

Who can use it: Owners, Admins, and Managers.

Open Settings > Call setup. It has four sections: Types, Routing, Defaults, and Processing.

Types

A call type is a kind of call you take, such as "Rate Lock Consultation". Each call type has the fields Aila extracts from those calls.

1. Go to Settings > Call setup > Types.
2. Click Add a call type to describe the call and let AI build the type, or open an existing type and click Edit fields.
3. For each field, set a name and what to extract. Field values are text, number, true/false, or a list.
4. To send a field to your CRM, map it to a CRM field. Destinations are Salesforce, HubSpot, and GoHighLevel. For GoHighLevel and Salesforce you can import your existing CRM fields.
5. Save.

For HubSpot, map to contact.{internalName} or deal.{internalName} (for example contact.firstname). Create the HubSpot property first. See HubSpot.

The types list shows each type's saved fields and CRM destination. Filter it by All, Default, Routed, or Unused. Extracted values appear on the call and on the contact's Data sets tab.

Routing

Routing rules decide which call type and scorecard each call gets. Aila reads the call and classifies it using your rule descriptions.

1. Go to Settings > Call setup > Routing.
2. Click to create a rule. The dialog is Create routing rule.
3. Fill in the rule:
   • Routing Rule Name and Description. Describe the call so the AI can classify it.
   • Call Type, built-in or custom.
   • Scorecard Template (Optional). Calls routed by this rule are scored with this scorecard.
   • Agent to start (Optional), if you use custom agents.
   • Classification Criteria (Optional) and Examples (Optional) to sharpen the match.
   • Min duration and Max duration in seconds. Leave both empty to match any length.
   • Applies to: pick users, or leave empty to apply to everyone.
   • Priority. Higher priority rules win when several could match.
   • Use as default fallback if classification fails.
4. Click Create.

The rules table shows Routing rule, Call type, Scorecard, Duration, Applies to, and Status. Deleting a rule stops it matching calls right away.

Defaults

Settings > Call setup > Defaults applies to every call:

• Summary guidance: instructions that shape the summary Aila writes.
• Disposition options: the dispositions Aila can assign to a call, with guidance.

Processing

Settings > Call setup > Processing controls which calls get analyzed:

• Minimum call duration to process (seconds): 0 to 300. Shorter calls are tracked but not analyzed. Set 0 to process every call.
• Score spoken voicemails: runs the Voicemail Compliance scorecard when an agent leaves a voicemail. Greeting-only voicemails stay skipped.
• Process all manual uploads: ignores the minimum duration for uploaded files.

Click Save changes, or Reset to default.

Related

• Call scoring
• Intake Agent
• Contacts