Documentation Index
Fetch the complete documentation index at: https://docs.firstwork.com/llms.txt
Use this file to discover all available pages before exploring further.
Overview
The AI Caller enables you to deploy intelligent voice bots that can call candidates, conduct phone screenings, collect responses, and feed data back into your hiring flows. It integrates with major telephony providers to deliver natural, conversational AI experiences at scale.How It Works
- Configure a Caller Bot — Define the conversation script, questions, and behavior
- Enroll candidates — Assign candidates to be called (manually or via automation)
- AI conducts call — The bot calls the candidate and follows the script
- Responses captured — Candidate responses are transcribed and stored
- Data mapped — Responses are mapped to form fields in the hiring flow
- Automations fire — Follow-up actions trigger based on responses
Setting Up an AI Caller Bot
Create a new Caller Bot
Navigate to Settings → AI Caller and click New Caller Bot. Give it a descriptive name that reflects its purpose (e.g., “Warehouse Pre-Screen” or “Onboarding Welcome Call”).
Select a telephony provider
Choose the telephony provider for outbound calls. The provider determines which phone numbers and regions are available. See Telephony Providers below.
Configure voice and language
Pick an AI voice and conversation language. You can preview voices before selecting. The bot will conduct the entire call in the selected language.
Design the conversation script
Build the conversation flow using the script editor. Define an introduction, questions, follow-up prompts, and a closing message. See Designing Conversation Scripts for guidance.
Map responses to form fields
Connect each question in the script to a form element in your hiring flow. This ensures candidate answers are automatically saved as structured data.
Set scheduling and retry policies
Configure when calls should be placed and how the bot handles unanswered calls. See Scheduling & Retries.
Attach a knowledge base (optional)
Link one or more knowledge bases so the bot can answer candidate questions during the call.
Caller Bot Configuration
| Setting | Description |
|---|---|
| Name | Bot identifier visible to your team |
| Script | Conversation flow, questions, and branching logic |
| Voice | AI voice selection (multiple voices per language) |
| Language | Conversation language |
| Telephony Provider | Twilio, Plivo, or Exotel |
| Caller ID | The outbound phone number candidates see |
| Form Mapping | How responses map to form fields |
| Retry Policy | How many times to retry unanswered calls |
| Schedule | When calls should be placed |
| Max Call Duration | Maximum length before the bot wraps up |
| Short Drop Duration | Minimum call length to count as a real call (default: 10s) |
| Realtime Model | GPT Realtime model powering the conversation (Standard, Mini, or 1.5) |
| Smooth Barge-in | Makes the caller smoothly interrupt the bot mid-sentence for natural conversation flow |
| Conversation History | Include summaries from prior calls for context continuity |
| Knowledge Base | Reference material the bot can use to answer questions |
Tool Calling and Knowledge Base are configured in their own dedicated tabs within the bot editor. See Tool Calling and Knowledge Bases for details.
Designing Conversation Scripts
The script defines what the bot says and asks during a call. A well-designed script feels natural while reliably collecting the data you need.Script Structure
Every script has four sections:| Section | Purpose | Example |
|---|---|---|
| Introduction | Greet the candidate and explain the call | ”Hi, this is an automated call from Acme Corp regarding your application…” |
| Questions | Collect specific information | ”What is your availability to start?” |
| Follow-ups | Clarify or dig deeper based on answers | ”You mentioned weekends — does that include both Saturday and Sunday?” |
| Closing | Summarize and end the call | ”Thank you for your time. We’ll be in touch within 48 hours.” |
Branching Logic
Scripts support conditional branching so the conversation adapts based on candidate responses:Script Tips
Keep questions clear and specific
Keep questions clear and specific
Avoid open-ended questions when you need structured data. Instead of “Tell me about yourself,” ask “How many years of warehouse experience do you have?”
Add confirmation prompts
Add confirmation prompts
For critical information like start dates or certifications, have the bot repeat the answer back: “Just to confirm, you said you can start on March 15th — is that correct?”
Handle unexpected responses gracefully
Handle unexpected responses gracefully
The AI can handle off-script responses, but providing explicit fallback prompts improves the experience. For example: “I didn’t quite catch that. Could you repeat your answer?”
Keep calls concise
Keep calls concise
Aim for 3–5 minutes per call. Candidates are more likely to complete shorter calls, and shorter calls have higher data quality.
Caller Enrollments
A Caller Enrollment represents a candidate assigned to receive an AI call.Enrollment Lifecycle
Enrollment Fields
| Field | Description |
|---|---|
| Candidate | The candidate to be called |
| Caller Bot | Which bot configuration to use |
| Status | Current state (Initiated, In Progress, Completed, Failed, Short Drop, Identity Mismatch, Reschedule Required, Connection Error, User Unreachable, Timed Out) |
| Attempts | Number of call attempts made |
| Scheduled Time | When the next call attempt is planned |
| Call Duration | Length of the completed call |
| Transcript | Full conversation transcript |
| Extracted Data | Structured data extracted from responses |
Creating Enrollments
Enrollments can be created in three ways:- Manually — Select candidates from the application list and enroll them in a caller bot
- Via automation — Trigger enrollment when a candidate enters a stage, submits a form, or meets specific criteria
- In bulk — Enroll multiple candidates at once using Bulk Operations
Form Mapping
Caller Form Mappings define how AI-extracted responses populate form fields in the hiring flow.Mapping Types
| Mapping Type | Description | Example |
|---|---|---|
| Direct Value | Maps the response directly to a field | ”What city do you live in?” → City text field |
| Boolean | Converts yes/no answers to checkbox values | ”Do you have a driver’s license?” → License checkbox |
| Date Extraction | Parses dates from natural language | ”When can you start?” → Start date field |
| Numeric Extraction | Pulls numbers from responses | ”How many years of experience?” → Experience number field |
| Selection Match | Matches response to dropdown/radio options | ”Day shift or night shift?” → Shift preference dropdown |
| Extracts an email address | ”What’s your email?” → Email field | |
| Phone Number | Extracts a phone number | ”What’s your contact number?” → Phone field |
| Full Transcript | Stores the complete answer as text | ”Tell me about your experience” → Experience text area |
Mapping Configuration
| Setting | Description |
|---|---|
| Bot Question | The question in the script to map from |
| Form Element | The target form field |
| Mapping Type | How to transform the response |
| Default Value | Value to use if the question wasn’t answered |
| Validation | Optional rules to validate the extracted value |
Form mappings run after the call completes. If a mapped value fails validation, the enrollment is flagged for manual review rather than writing invalid data.
Telephony Providers
The AI Caller supports three telephony providers. The platform can automatically select the best provider based on the candidate’s phone number and region.| Provider | Regions | Features |
|---|---|---|
| Twilio | Global | SMS + Voice, robust API, widest coverage |
| Plivo | Global | Cost-effective, good international coverage |
| Exotel | India, SEA | Regional coverage, local numbers, competitive pricing |
Provider Configuration
Each provider requires:- API credentials (API key / auth token)
- At least one provisioned phone number for outbound calls
- Webhook URL configuration for call status updates
Scheduling & Retries
Call Windows
Configure when the AI Caller is allowed to place calls:| Setting | Description | Example |
|---|---|---|
| Time Zone | The candidate’s local time zone | America/New_York |
| Allowed Hours | Hours during which calls can be placed | 9:00 AM – 7:00 PM |
| Allowed Days | Days of the week calls are permitted | Monday – Saturday |
| Blackout Dates | Specific dates when calls should not be placed | Public holidays |
Call windows are evaluated in the candidate’s local time zone based on their phone number’s country code. This prevents calls at inappropriate hours for international candidates.
Retry Policy
| Setting | Description | Default |
|---|---|---|
| Max Attempts | Maximum number of call attempts | 3 |
| Retry Interval | Time between retry attempts | 4 hours |
| Backoff Strategy | How retry intervals increase | Linear |
| Abandon After | Stop retrying after this duration | 72 hours |
- The enrollment status moves to No Answer
- A retry is scheduled based on the retry interval and backoff strategy
- If max attempts are reached, the enrollment moves to Failed
- A failed enrollment can trigger automations (e.g., send an SMS asking the candidate to call back)
Tool Calling (Mid-Call Automations)
AI Caller bots can invoke automations during a live call — enabling real-time actions like scheduling interviews, sending emails, or updating records while the conversation is still in progress.How It Works
- Link automations to the bot — Connect one or more automations and define when each should be triggered
- Provide a tool description — Describe when the AI should invoke the automation (e.g., “Use this when the candidate confirms they want to schedule an interview”)
- Define a payload schema — Specify the data fields the AI needs to collect before invoking the automation
- AI decides and acts — During the call, the AI determines when to invoke a tool, collects the required data, and triggers the automation in the background
Tool calls run asynchronously. The call continues naturally while the automation executes in the background.
Smooth Barge-in
With Smooth Barge-in enabled, the bot uses local Silero-based voice activity detection to detect when a candidate speaks over the bot. The bot stops talking and yields the floor only if required, creating a more natural conversation flow. Disabled by default.Knowledge Bases
Caller bots can reference Knowledge Bases — collections of information the AI uses to answer candidate questions during calls.What to Include
- Company policies and FAQs
- Job descriptions and requirements
- Benefits and compensation details
- Location and schedule information
- Parking, dress code, and first-day instructions
Managing Knowledge Bases
Knowledge bases are managed at the company level and can be shared across multiple caller bots.Create a knowledge base
Navigate to Settings → AI Caller → Knowledge Bases and click New Knowledge Base.
Add content
Upload documents or paste text content. Supported formats include PDF, DOCX, and plain text. Content is automatically indexed for retrieval.
The AI only references knowledge base content when a candidate asks a question. It does not proactively recite information unless it’s part of the script.
Conversation History
Every completed call is automatically summarised. When Conversation History is enabled, the bot includes these summaries from prior calls with the same candidate in its context. This allows the AI to reference previous conversations, avoid re-asking questions, and pick up where a prior call left off.Call Transcripts & Recordings
Every completed call generates a full transcript and optional audio recording.Transcripts
Transcripts are available immediately after a call completes and include:- Speaker labels (Bot / Candidate)
- Timestamps for each turn
- Confidence scores for transcribed responses
- Extracted data highlights
Recordings
Call recording requires a feature flag to be enabled for your account. Once enabled:- Recordings are stored securely and linked to the enrollment record
- Recordings are retained according to your company’s data retention policy
- Candidates are informed at the start of the call that the conversation is being recorded
Analytics & Reporting
The AI Caller dashboard provides real-time visibility into call performance.Key Metrics
| Metric | Description |
|---|---|
| Connection Rate | Percentage of calls answered by candidates |
| Completion Rate | Percentage of answered calls that reach the closing |
| Avg. Call Duration | Average length of completed calls |
| Data Capture Rate | Percentage of form fields successfully populated |
| Retry Rate | Percentage of enrollments requiring multiple attempts |
| Drop-off Point | Where in the script candidates most often hang up |
Monitoring
Use the dashboard to:- Track active enrollments and their statuses in real time
- Identify scripts with low completion rates and optimize them
- Compare performance across different caller bots
- Monitor telephony provider health and call quality
Integration with Automations
AI Caller integrates seamlessly with the Automations system.Triggering Enrollments via Automation
Automatically enroll candidates in a caller bot when:- A candidate enters a specific stage
- A form is submitted
- A compliance rule passes or fails
- On a scheduled basis (e.g., daily at 10 AM)
Triggering Automations from Call Results
Use call outcomes to drive downstream workflows:| Call Outcome | Automation Action |
|---|---|
| Call completed, all questions answered | Advance candidate to next stage |
| Call completed, candidate not interested | Update application status to “Withdrawn” |
| Call failed after max retries | Send SMS with callback instructions |
| Candidate flagged for review | Notify hiring manager via Slack |
Use Cases
Pre-Screening
Conduct initial phone screenings to verify candidate interest, availability, and basic qualifications before scheduling in-person interviews.
Document Follow-Up
Call candidates who haven’t submitted required documents to remind them and collect missing information.
Scheduling
Confirm interview times, collect availability preferences, and schedule appointments.
Onboarding Check-Ins
Make welcome calls to new hires and collect initial onboarding information.
Re-Verification
Contact employees whose documents are expiring to initiate re-verification and collect updated information.
Survey & Feedback
Gather post-onboarding feedback or conduct periodic employee satisfaction surveys via automated calls.
Best Practices
Start with a simple script and iterate
Start with a simple script and iterate
Begin with a short, focused script (3–5 questions). Monitor completion rates and transcript quality, then add complexity. Overly long or complex scripts lead to high drop-off rates.
Use automations to enroll candidates at the right moment
Use automations to enroll candidates at the right moment
Don’t enroll candidates too early or too late. The best time to call is when the candidate is actively engaged — shortly after they submit an application or enter a new stage.
Configure appropriate call windows
Configure appropriate call windows
Respect candidate time zones and avoid calling outside business hours. Calls placed during appropriate hours have significantly higher connection rates.
Keep knowledge bases up to date
Keep knowledge bases up to date
Outdated information in a knowledge base can lead to incorrect answers during calls. Review and update knowledge base content regularly, especially job descriptions and compensation details.
Monitor and optimize retry policies
Monitor and optimize retry policies
Review your retry metrics regularly. If most candidates answer on the second attempt, three retries may be sufficient. If connection rates are low, consider adding an SMS nudge before the call.
Review transcripts for quality assurance
Review transcripts for quality assurance
Periodically read through call transcripts to ensure the AI is handling conversations well. Look for misunderstood questions, awkward phrasing, or missed follow-ups and adjust the script accordingly.