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Charla for AgentCalls: look up contacts and answer from your knowledge base during calls.

Connect Charla to AgentCalls and your phone agent can work with the contacts and help content you already keep in Charla. When a caller asks about an existing customer, your agent can look up their record and recent conversation history. When a caller asks a common question, your agent can check the articles in your knowledge base and answer from them. Your agent can also add a new help article from something you explain on a call, saved as a private draft for you to review. Connect with your Charla credentials from the tool's settings. Integrations are included from the Growth plan.

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What your agent can do with Charla

  • Look up a contact by ID or list recent contacts in your Charla property
  • Pull recent conversation history for a caller before you pick up
  • Find and read knowledge base articles to answer policy and product questions
  • Create a private draft article from a question your agent could not answer
  • Review, update or remove knowledge base articles from the AgentCalls dashboard

Charla exposes 9 actions. You choose which ones the agent may use and whether each runs during or after the call.

Example calls

Returning customer asks about their last order

  1. Caller

    Hi, this is Dana Whitfield. I'm calling about the chat I had with your team last week.

  2. Agent

    Hi Dana, I can see that conversation. You asked about a delayed delivery, and the team confirmed it would ship on Thursday. Did it arrive?

  3. Caller

    Not yet. Can someone check it?

  4. Agent

    I've added a note to your contact record and passed it to the team. Someone will reply to your chat by 3 PM today.

Question answered from the knowledge base

  1. Caller

    Do you offer returns on sale items?

  2. Agent

    Yes, sale items can be returned within 14 days if they are unworn and have the tags attached. Final sale items are the only exception. Would you like me to send you the full returns policy?

  3. Caller

    Yes please, to the email on my account.

  4. Agent

    Done. The returns policy is on its way to your inbox now.

Adding a missing answer for the team to review

  1. Caller

    Can I pay my invoice by bank transfer?

  2. Agent

    I don't have that in our help articles yet. Let me take your question and get you a confirmed answer by email today.

  3. Caller

    Thanks, my number is 555 0182.

  4. Agent

    Got it. I've saved a draft article with your question so the team can publish the answer.

How to connect Charla

  1. 1

    Create your agent

    Sign up to AgentCalls, pick an English or Arabic voice and write what the agent should know and do in plain language.

  2. 2

    Connect Charla

    From Integrations in the dashboard, choose Charla and enter the connection details from your Charla account settings.

  3. 3

    Choose the actions

    In the agent editor, enable the Charla actions the agent may use and set each to run during the call or afterwards. Then test it from your browser.

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All Messaging & team chat integrations

Questions, answered.

Does the agent use Charla during the call or only after?

Both. Your agent can look up contacts, conversation history and knowledge base articles while the caller is on the line. It can also save a draft article after the call ends.

What do I need to connect Charla?

A Charla account with access to the property you want to use. Enter your Charla credentials from the tool's settings in the AgentCalls dashboard. Integrations are included from the Growth plan.

Can the agent delete articles or change customer records?

Deleting knowledge base articles is available, but you choose which actions your agent may use in the dashboard. New articles are always created as private drafts, so nothing goes live without your review.

Page drafted from the tool's public description and reviewed automatically for accuracy of claims

Put your agent to work with Charla.

Connect in minutes, test from your browser, go live on a number in the US, UK or Gulf. Free to start, no card needed.

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