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famulor.de offers built-in tools that your AI assistant can use during a call. These tools help you shape the conversation flow and automate actions like transferring calls, scheduling appointments, or ending conversations.

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What are Tools?

Tools are capabilities that extend your AI assistant’s functionality beyond basic conversation. They allow the assistant to:
  • Take specific actions during calls
  • Integrate with external systems
  • Control call flow and routing
  • Automate follow-up tasks

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Available Tools

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1. End Call Tool

Purpose: Tells the AI to politely wrap up the conversation when appropriate conditions are met. How It Works:
  • You specify in the system prompt when to end the call
  • Example: “If the user says ‘goodbye’ or ‘thank you, that’s all I need’, end the call politely.”
Configuration:
  • In the assistant’s settings, define conditions that trigger the end call
  • The AI will say a closing message before ending
Use Cases:
  • Customer service calls that are resolved
  • Information requests that are completed
  • Appointment confirmations

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2. Transfer Tool

Purpose: Moves the caller from the AI assistant to a human agent or external phone number. How It Works:
  • AI recognizes when escalation is needed (based on your prompt)
  • Transfers the call to the configured number or department
  • Optionally plays a hold message during transfer
Configuration:
  • Add the phone number or department in assistant settings
  • Configure a short hold message (optional)
  • Define transfer conditions in your system prompt
Use Cases:
  • Warm leads on sales calls that need human follow-up
  • Complex support issues requiring escalation
  • Technical problems beyond AI’s capabilities
The transfer tool can route to specific departments, phone numbers, or queue systems. Configure multiple transfer options for different scenarios.

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Warm Call Transfer (Hold + Brief + Connect)

Famulor’s proprietary Warm Call Transfer feature enables true warm transfers: the AI puts the customer on hold, dials a supervisor/agent, briefs them with context, and only then connects both sides. How Warm Transfer Works:
  1. Customer requests to speak with a human
  2. AI places customer on hold (with music or silence)
  3. AI dials the supervisor/agent number
  4. AI briefs the supervisor with conversation context
  5. Both parties are connected seamlessly
Configuration Options:
  • Supervisor Phone Number*: The phone number to dial for the warm transfer. Supports standard phone numbers or custom SIP addresses/extensions via the “Advanced Custom SIP/Extension” option.
  • Outbound Phone Number*: The phone number used to dial the supervisor (must have outbound trunk capability).
  • Caller ID Shown to Supervisor: Choose what phone number the supervisor sees when receiving the call (e.g., customer’s phone number).
  • Hold Music: Select audio played to the caller while on hold (default hold music or custom).
  • Hold Music Volume: Set volume level for hold music (0-100%).
  • When to Transfer*: Describe when the AI should initiate the warm transfer (e.g., “Transfer the call to Iman”).
  • Hold Message: Message spoken to caller before placing them on hold (e.g., “Bitte kurz bleiben, ich leite Sie weiter”).
  • Summary Instructions: Instructions for how the AI should brief the supervisor about the call, including:
    • WHO is calling (name, company if mentioned)
    • WHY they called (their goal or problem)
    • WHY a human is needed at this point
  • Briefing Initial Message: The first message the AI says to the supervisor when they answer (e.g., “Hallo! Ich habe einen Anrufer am Telefon, der Ihre Hilfe benötigt…”).
  • Connected Message: Message spoken to caller after supervisor is connected (e.g., “Sie sind jetzt verbunden. Vielen Dank”).
Benefits:
  • ✅ Context preserved: Agents don’t start cold — they already know what the customer needs
  • 🎶 Professional experience: Caller hears a hold message + hold music while the agent is reached
  • 🔁 Enhanced compatibility: Web calls can transfer to real human phone agents; works with SIP trunks without SIP REFER support
Use Cases:
  • Customer service escalations requiring human expertise
  • Sales calls where qualified leads need immediate human follow-up
  • Technical support issues beyond AI capabilities
  • Situations requiring personalized attention or authorization

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3. Collect Keypad Input (DTMF)

Purpose: Allows customers to enter digits on their phone keypad during a conversation, with the assistant receiving the input instantly and continuing naturally. How It Works:
  • Runs in the background — no awkward pauses
  • Auto-submits after a configurable timeout (default 5 seconds)
  • Instant submit when the user presses # or *
  • Works alongside voice: customers can speak or type
  • Collected digits appear as “[Keypad input: 12345]” in the conversation
Configuration Options:
  • Input Timeout (seconds): Seconds to wait after last digit before submitting input (default: 5 seconds)
  • Submit Key: Key customer presses to submit their input immediately. Options:
    • # (pound)
    • * (asterisk)
    • Input also auto-submits after timeout
Use Cases:
  • Account numbers and verification codes
  • PINs and security codes
  • Phone numbers for callback
  • License plates and vehicle information
  • Order codes and reference numbers
  • Any scenario where accuracy and privacy matter
Example Flow:
  1. AI asks: “Bitte geben Sie Ihre Kontonummer über die Tastatur ein”
  2. Customer enters digits: 12345
  3. AI receives: [Keypad input: 12345]
  4. AI continues conversation naturally with the collected data
Keypad input collection works seamlessly in the background. Customers can continue speaking while entering digits, and the AI processes both voice and keypad input simultaneously.

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4. Appointment Scheduler (Cal.com Integration)

Purpose: Lets the AI check your calendar availability and book appointments directly during the call. How It Works:
  1. AI offers scheduling based on your prompt
  2. Caller selects preferred date and time
  3. AI checks availability via Cal.com or Google Calendar
  4. AI confirms the appointment and sends confirmation (email/SMS if configured)
Setup:
  • Connect your Cal.com account in assistant settings
  • Configure available time slots and preferences
  • Add scheduling instructions to your system prompt
Use Cases:
  • Sales qualification calls that result in demos
  • Customer support that requires follow-up calls
  • Consultation booking
Learn more: Cal.com Scheduling Setup

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5. No-Code Automation Platform Integration

Purpose: After or during calls, the AI can trigger actions in the automation platform for post-call processing. How It Works:
  • Link your assistant with automation flows
  • Choose triggers like “Call Ended” or “Customer Agrees”
  • Select actions (CRM updates, emails, data logging)
Available Actions:
  • CRM Updates: Update HubSpot, Salesforce contacts
  • Data Storage: Save to Google Sheets, databases
  • Notifications: Send emails, SMS, Slack messages
  • Webhooks: Trigger external APIs
  • Campaign Management: Add leads to campaigns
Setup:
  1. Go to the “Automation” tab in your assistant settings
  2. Choose triggers (Call Ended, specific keywords, etc.)
  3. Select actions from available integrations
  4. Configure data mapping and conditions
Learn more: Automation Platform Introduction

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Combining Multiple Tools

Tools can be combined to create sophisticated call flows. For example: Example Flow:
  1. AI answers call and qualifies lead
  2. If qualified, AI schedules appointment using Cal.com tool
  3. If caller wants more info, AI transfers to sales team
  4. After call ends, automation platform updates CRM
Next Steps