Agents#
Assistants are the configurable conversation leads: prompt, voice, behavior — per tenant.
Conversation flow#
Inbound calls are driven by a state machine with hard rules:
- Turn 0 — deterministic AI disclosure (EU AI Act Art. 50) plus greeting, then the first question. The disclosure does not depend on the model and cannot be switched off.
- Following turns — customer input (speech; automatic fallback to keypad input if no speech recognition is available) goes to the conversation LLM; the answer decides the next step.
- Intents —
continue(ask on),transfer(connect to a human),end(say goodbye and hang up). - Hard cap — at most 20 turns per call; no call generates endless cost.
Fallback behavior#
- If speech recognition fails (no ASR provider in the carrier account), the call switches to keypad input within the same call — noted in the transcript instead of failing silently.
- If the LLM fails, the customer hears an honest outage message and the call ends cleanly.
Assistant configuration#
Every assistant carries a configuration next to name and prompt:
| Field | Meaning |
|---|---|
greeting, farewell, noInput, transferText | Conversation texts (aligned with the WebWoW_Audio scripts) |
voiceName, language | Output voice and language |
mode | speech or dtmf (keypad input) |
transferTargets | Transfer destinations (e.g. SIP extensions) |
dtmfMenu | Keypad menu (1 = sales, …) with optional direct transfer |
voice_profile | Engine choice from the model registry, default cascade-together |
Managed through the assistants API.
Prompt templates#
Ready-to-use assistant prompts ship with the platform — free of charge, originating from Cartesia's published examples, each in the English original plus a German adaptation in CallFluence style:
GET
/v2/meta/prompt-templates| Template | Language | Purpose |
|---|---|---|
support-hotline | de | Guided support case: capture the issue, explain coverage, offer a check, close cleanly |
support-hotline-en | en | Cartesia original for a device-care support line |
general-assistant | de | Broad phone assistant with clean boundaries for legal, financial, and health topics |
general-assistant-en | en | Cartesia original for a general-purpose assistant |
Use a template as the prompt when creating an assistant, then adjust wording to the tenant's brand.