Question 1

How do you handle payments?

Accepted Answer

Payments are processed by PCI-DSS compliant providers (e.g., Stripe). We do not store card details—works the same for voice calls and chat.

Question 2

Do you support both voice and chat?

Accepted Answer

Yes! CallSphere provides AI-powered voice agents for phone calls and chatbot agents for web chat, SMS, and WhatsApp—all from one platform.

Question 3

Do you integrate with my catalog?

Accepted Answer

Yes. Connect via API or drop in a CSV import - CallSphere keeps it synced across voice and chat agents.

Question 4

Is my data safe?

Accepted Answer

Data is encrypted in transit (TLS) and at rest where supported. We use role-based access controls and audit logging. See our Security page for details.

Question 5

Can I try a demo?

Accepted Answer

Absolutely - book via the form below and we will tailor a walkthrough showing both voice and chat agents for your use case.

Question 6

How long does it take to set up?

Accepted Answer

Most businesses are live within 3-5 business days. Simple use cases like appointment scheduling can be running in as little as 24 hours with our guided onboarding.

Question 7

What languages do your AI agents support?

Accepted Answer

CallSphere agents support 57+ languages with natural-sounding conversations. Popular languages include English, Spanish, French, German, Mandarin, Hindi, Arabic, and Portuguese.

Question 8

Can I customize the voice and personality of my agent?

Accepted Answer

Yes. You can configure tone, speaking style, vocabulary, and personality for each agent. Set different personas for different product lines, regions, or use cases.

Question 9

Is CallSphere HIPAA compliant?

Accepted Answer

Yes. We offer HIPAA-compliant deployments for healthcare organizations, including Business Associate Agreements (BAAs), encrypted PHI handling, and audit logging. Contact us for details.

Question 10

What CRM and business tools do you integrate with?

Accepted Answer

CallSphere integrates with HubSpot, Salesforce, Zendesk, Freshdesk, Shopify, WooCommerce, Stripe, Square, Twilio, and more. Custom integrations are available on Growth and Scale plans.

Question 11

How does CallSphere handle peak call volumes?

Accepted Answer

Our AI agents scale automatically to handle unlimited concurrent calls and chats. There are no wait times or busy signals—every customer gets an immediate response, even during peak hours.

Question 12

Can the AI agent process payments during a call?

Accepted Answer

Yes. Voice and chat agents can securely collect payment information and process transactions through Stripe or Square during the conversation, with PCI-DSS compliant handling.

Question 13

What happens if the AI can't handle a request?

Accepted Answer

CallSphere includes intelligent escalation. If the AI detects a complex issue or the customer requests a human, the call or chat is seamlessly transferred to your team with full context and conversation history.

Question 14

How do I track my AI agent's performance?

Accepted Answer

Every plan includes a real-time analytics dashboard with metrics like resolution rate, sentiment analysis, call duration, topic modeling, and CSAT scores. Export reports in CSV or connect to your BI tools.

Question 15

Can I export my data from CallSphere?

Accepted Answer

Yes. You can export call logs, transcripts, analytics, and customer data at any time via the dashboard or API. We support CSV, JSON, and direct database integrations. Your data is always yours.

Question 16

What SLA does CallSphere offer?

Accepted Answer

Growth and Scale plans include a 99.9% uptime SLA. Scale customers receive a dedicated SLA document with penalties and remedies. Starter plans target 99.5% uptime without a contractual guarantee.

Question 17

Can I sign a Data Processing Agreement (DPA)?

Accepted Answer

Yes. We provide a GDPR-compliant DPA on request for all paid plans. The DPA covers data processing scope, sub-processor lists, breach notification timelines, and data subject rights.

Question 18

Where is my data stored?

Accepted Answer

CallSphere infrastructure runs on AWS US-East by default. Scale customers can request data residency in the EU (Frankfurt) or Asia-Pacific (Singapore). Contact sales for region-specific deployments.

Question 19

How are tool permissions managed for AI agents?

Accepted Answer

Each agent has an explicit tool allowlist defined in the system prompt. Tools like payment processing or appointment booking must be individually enabled. Agents cannot invoke tools that are not on their allowlist.

Question 20

Do you support SSO and SAML?

Accepted Answer

SSO via SAML 2.0 and OpenID Connect is available on Scale plans. Growth plans support Google Workspace SSO. Starter plans use email/password authentication with optional two-factor authentication.

Question 21

Is there an audit log?

Accepted Answer

Yes. All agent actions, tool invocations, escalations, and admin changes are recorded in an immutable audit log. Logs are retained for 12 months and can be exported via API or dashboard.

Question 22

Which LLM providers does CallSphere use?

Accepted Answer

CallSphere supports OpenAI (GPT-4o, GPT-4o-mini), Anthropic (Claude), and Google (Gemini). The LLM is selected per agent based on task complexity, latency requirements, and cost. Scale customers can specify a preferred provider.

Question 23

What is the typical voice response latency?

Accepted Answer

End-to-end voice latency is under 1.5 seconds for most turns. This includes ASR transcription (~300ms), LLM reasoning (~500ms), and TTS synthesis (~200ms). Network and telephony add ~200-400ms depending on carrier.

Question 24

What are the layers in the agent architecture?

Accepted Answer

The architecture has 6 layers: Transport (WebRTC, SIP, WebSocket), Speech (ASR/TTS), Reasoning (LLM with system prompt), Actions (tool calling, API execution), Safety (guardrails, PII redaction), and Integrations (CRM, calendar, payments).

Question 25

Can I connect custom APIs as agent tools?

Accepted Answer

Yes. Define a tool with a name, description, and JSON schema for parameters. CallSphere calls your API endpoint when the agent invokes the tool. Authentication supports API keys, OAuth 2.0, and webhook signatures.

Question 26

How is conversation state managed?

Accepted Answer

Each conversation maintains a turn-by-turn state object that includes extracted entities, tool results, and context. State persists for the duration of the call or chat session. Cross-session memory is available on Growth and Scale plans.

Question 27

What happens during a system outage or failover?

Accepted Answer

CallSphere runs across multiple availability zones. If one zone fails, traffic routes to a healthy zone within 30 seconds. During a full outage, calls forward to your configured fallback number. Chat displays a maintenance message with estimated recovery time.

Question 28

Does CallSphere support WhatsApp and SMS?

Accepted Answer

Yes. Chat agents can be deployed on WhatsApp Business API and SMS (via Twilio or Vonage). The same agent logic, tools, and knowledge base apply across all channels.

Question 29

Can I bring my own Twilio account (BYOD)?

Accepted Answer

Yes. Connect your existing Twilio account by providing your Account SID and Auth Token. CallSphere provisions phone numbers and routes calls through your account. You retain full control of your Twilio billing.

Question 30

Do you support webhooks for real-time events?

Accepted Answer

Yes. Configure webhooks for events like call started, call ended, escalation triggered, appointment booked, and payment processed. Payloads are signed with HMAC-SHA256 for verification.

Question 31

Can I upload a knowledge base for the agent?

Accepted Answer

Yes. Upload PDFs, DOCX files, or plain text to create a knowledge base. CallSphere uses retrieval-augmented generation (RAG) to ground agent responses in your documentation. Knowledge bases refresh within 5 minutes of upload.

Question 32

Does CallSphere support outbound calling?

Accepted Answer

Yes. Outbound campaigns can be configured via API or dashboard. Use cases include appointment reminders, payment follow-ups, and survey calls. Outbound calls follow TCPA compliance rules and respect do-not-call lists.

Question 33

How does CallSphere prevent hallucinations?

Accepted Answer

Agents are grounded in structured tools and knowledge bases. When the agent cannot find a factual answer, it says so rather than guessing. System prompts include explicit instructions to avoid fabrication. RAG retrieval provides source attribution.

Question 34

Can I set topic deny-lists?

Accepted Answer

Yes. Define topics the agent must refuse to discuss (e.g., competitor pricing, legal advice, medical diagnoses). Denied topics trigger a polite decline response and optionally escalate to a human.

Question 35

What triggers a human handoff?

Accepted Answer

Handoff triggers include: customer explicitly requests a human, agent confidence falls below a threshold, conversation exceeds a turn limit, sensitive topics are detected, or a tool execution fails repeatedly. All triggers are configurable per agent.

Question 36

Does CallSphere redact PII from logs?

Accepted Answer

Yes. PII redaction is enabled by default for call transcripts and logs. Credit card numbers, SSNs, and health identifiers are masked before storage. Unredacted transcripts are available only to authorized admin roles on Scale plans.

Question 37

Is there a free trial?

Accepted Answer

Yes. All plans include a 14-day free trial with full feature access. No credit card is required to start. At the end of the trial, choose a plan or your account pauses automatically.

Question 38

Can I change plans at any time?

Accepted Answer

Yes. Upgrade or downgrade between Starter ($149/mo), Growth ($499/mo), and Scale ($1,499/mo) at any time. Changes take effect at the next billing cycle. Prorated credits apply when upgrading mid-cycle.

Question 39

What does onboarding include?

Accepted Answer

Onboarding includes a kickoff call, system prompt configuration, tool setup, knowledge base upload, testing, and go-live support. Starter onboarding is self-serve with documentation. Growth and Scale include a dedicated onboarding specialist.

Question 40

Do you offer annual billing?

Accepted Answer

Yes. Annual billing is available at a 20% discount. Starter: $119/mo billed annually. Growth: $399/mo billed annually. Scale: $1,199/mo billed annually. Contact sales for multi-year agreements.

Answers before you ask

General

Enterprise & Compliance

Architecture & Technical

Integrations & Channels

Safety & Guardrails

Billing & Onboarding

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