Coordinator (Calls)
An AI that answers and makes phone calls — with the same personality, knowledge, and booking skills as your chat agent.
Overview
The Coordinator makes and answers phone calls for you — taking bookings, answering FAQs, qualifying leads, running reminder campaigns, and handing off to a human when needed. It works on both your WhatsApp Business number and a regular phone number, using the same voice and rules on each.
Open it from the sidebar under Work → Coordinator. The page is organized into two areas you switch between at the top — Operations (Automations, Queued Calls) and Insights (History, Analytics). Everything you configure — voice, instructions, behaviour and call settings — lives on the Coordinator nodes in Agent Builder, along with the Test Call button for trying the agent live from your browser. When a call is happening, you supervise it from the Inbox. The tabs below walk through each area step by step.
Where things live. You set the Coordinator up on the Agent Builder canvas (Agent Flow on some workspaces): open the Coordinator node for settings that apply to every call, and the Inbound or Outbound node for that direction's instructions, tools, and on/off switch. The Coordinator page itself now shows results — automations, queued calls, history, and analytics. Old links to the old settings tabs redirect to the canvas.
Tabs on this page
Agent Builder → Coordinator (called Agent Flow on some workspaces) → Behavior. Control how the agent behaves during a call — how long it stays on, what it does when it can't help, how it handles interruptions and silence, and what happens after the call ends.
Maximum Call Duration
Sets how long a call can run (in minutes, up to 60). As it nears the limit, the agent starts wrapping up gracefully instead of cutting off.
Escalation Behavior
What the agent does when it can't handle the request: Take a message, Transfer to team member, or Offer a callback. Write the exact line the caller hears in the script box below (for example, "Let me connect you with a colleague who can help").
Conversation Behavior
Fine-tune the feel of the call: what to do when the caller interrupts (Stop and listen or Finish current sentence), whether to Confirm before actions like booking, and a Silence timeout with a friendly prompt ("Are you still there?") if the caller goes quiet.
After-Call Actions
Choose what happens automatically once a call ends: Generate call summary, Update contact record, Notify admin, and Send follow-up message (a WhatsApp text to the caller). Toggle on the ones you want.
💡 The follow-up message only sends over WhatsApp within WhatsApp's 24-hour service window — great for sending a booking link right after the call.
Features
Answers incoming calls
Picks up inbound calls automatically, greets the caller, answers questions, and books appointments — in your voice, around the clock.
Makes outbound calls
Places calls for you — appointment reminders, follow-ups, and campaigns — triggered by a schedule, an event, a HubSpot workflow, or on demand.
Books and answers like your chat agent
Uses the same business info, services, FAQs, and tools as your chat agent, so it can check availability, take bookings, and answer questions consistently.
Hands off to a human
When it hits its limit or the caller asks, it takes a message, offers a callback, or connects the caller to a team member — exactly how you set it up.
Live supervision & takeover
From the Inbox you can listen in silently, whisper a hint to the AI, or take over and speak to the caller yourself — then hand the call back.
Understands keypad presses
On phone calls, callers can press number keys (for example an order or booking reference) and the AI reads the digits and responds — no setup needed.
Recording with consent
Record call audio (or don't), and automatically announce the recording to the caller. Transcripts are always saved either way.
History & analytics
Every call is logged with its outcome, duration, cost, and a summary — plus trend charts and an outcome breakdown so you can see how calls are going.
Rings your team first
Your team can pick up calls in the Entagl app on their computer or phone before the AI answers. If nobody answers in time, or everyone is busy, the AI takes the call — so no caller is left waiting.
Answer on your phone or in your browser
When a call rings your team first, it arrives on your phone's normal incoming-call screen — even if the Entagl app is closed — showing who's calling. Answer it and you get a simple call screen with mute, speaker and hang up. Every device that's switched on rings at once and the first person to answer takes the call. If nobody does, the AI answers.
Local phone numbers (Türkiye, Spain, Greece and more)
A local number for your AI in the country and city you choose, provided through our telecom partner Zadarma. Incoming calls only — the AI never dials out from it. Each number has a fixed monthly price shown before you order (some countries also have a one-time setup fee), billed with your subscription; calls use your usual AI minutes. Local telecom law requires the number to be registered to you, so you upload a copy of your ID, passport or company certificate plus proof of address. In Türkiye the address must be in the number’s own city; in Spain and Greece anywhere in the country. Some countries only issue numbers to registered businesses.
What a phone number costs
Every phone number you add — a Twilio number or a local number through Zadarma — is a fixed monthly amount shown before you buy, billed to your card on file alongside your plan. Releasing a number stops its charge at the end of the current billing cycle; if your plan ends, your numbers end with it.
Common tasks
Turn on your call agent
About 3 min- Open the sidebar → Work → Coordinator.
- On the Coordinator node, expand Voice, pick a voice and speaking style, then Save.
- Open the Inbound and Outbound nodes and review each one's template and greeting.
- Turn on the switch inside the Inbound and/or Outbound node, then open the Coordinator node to review Recording & Compliance and Cost Controls.
- Click the green Test Call button to try it, then you're live.
Choose the agent's voice and style
About 2 min- Go to Agent Builder and click the Coordinator node, then expand Voice.
- Preview voices with the play button, pick one, and set the Conversation Style, Voice Speed, and Language.
- Click Save in the bar at the bottom.
Set up an automatic reminder call
About 5 min- Go to Coordinator → Operations → Automations and click New Automation.
- Trigger: choose Schedule (recurring) or Event (for example, an appointment reminder a day before), and set the timing.
- Audience: keep All Contacts or filter by tag, status, or channel — the live count shows how many will be called.
- Script: pick a call template or create one, using variables like {{contact_name}}.
- Schedule & Retry: set the call window, hourly limit, and retry rules, then Save.
- Optionally open the ⋮ menu and choose Run now to place the calls immediately.
Supervise or take over a live call
About 2 min- When a call is live, open its conversation in the Inbox.
- Use Listen to monitor silently, or Whisper to send the AI a private hint.
- Click Take Over to talk to the caller yourself, then Resume AI to hand it back.
Tips
Frequently asked questions
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