AI customer care

Keep the context. Move the issue forward.

Give customers a clear response and your team a useful handoff. Callata’s customer-care agent follows your business knowledge, records what happened and flags the next step when human help is needed.

Set up your workspace

Define your support boundaries

Provide approved troubleshooting steps, policies and escalation criteria. Edit tone, language, response style and the complete support workflow. The agent should offer team follow-up when business facts do not cover an answer.

Record the customer’s issue

The customer-care case action records the issue, troubleshooting steps and urgency in Voicemail & follow-ups. If the caller confirms resolution, the case is archived. Unresolved cases remain available for your team’s callback workflow.

Bring people into the conversation

Choose when the agent should offer a human transfer, who receives it and what information to collect first. Transfer availability depends on your team and call routing. A message or callback request can provide the next step when nobody is available.

Reuse what works

Duplicate an agent into an unassigned draft, export its editable configuration or import a validated configuration. Imports reset phone-number and team assignments so another business’s routing is not copied. Publish settings only after review.

Questions, answered

Does Callata integrate AI cases with an external help desk?
The supported customer-care action saves cases in Callata’s existing Voicemail & follow-ups workflow. It does not automatically create tickets in an external help-desk product.
Can one agent handle sales and customer care?
Yes. Owners can enable both sales-lead capture and customer-care cases on the same role, then write instructions that explain when to use each action.
What happens when AI credits run out?
AI agents pause at zero available credits, and calls follow the configured fallback, such as voicemail. Your AI Workforce screen shows the balance.