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Overview

CallPilot.ai is a contact center automation platform that helps you run voice and WhatsApp campaigns at scale, with AI-powered flows and reporting.

Use it to reduce manual work, standardize customer interactions, and give your team better visibility over what is happening in every campaign.

Who is CallPilot.ai for?​

CallPilot.ai is designed for:

  • Business / Operations teams
    Configure campaigns, define flows, and track performance.

  • Supervisors / Team leads
    Monitor live campaigns, review outcomes, and iterate on scripts.

  • BPO
    Seamless growth & expansion

  • Developers / Integrators
    Connect CallPilot.ai with your existing systems using APIs and webhooks.

Main use cases​

Some common ways customers use CallPilot.ai:

  • Outbound campaigns

    • Collections / payment reminders.
    • Renewals and policy updates.
    • Sales follow-ups and lead qualification.

  • Inbound automation

    • Front-line triage before routing to an agent.
    • Basic FAQs and information flows.
    • Out-of-hours or overflow handling.
    • Claims intake and first-notice-of-loss (FNOL) — capturing incident details, documents, and guiding the customer through claim initiation.
    • Customer support workflows — troubleshooting common issues, checking service status, retrieving account information, and escalating to the correct department.
    • Sales and quoting assistance — providing product information, guiding customers through requirements, pre-qualifying leads, generating quotes, and routing high-intent customers to an agent.

Core concepts​

To work effectively with CallPilot.ai, it helps to understand a few core concepts.

Campaigns​

A campaign is a structured initiative that manage calls or messages to a group of contacts using a specific flow and channel.

Typical campaign properties include:

  • Type (voice, WhatsApp, or other supported channels).
  • Target contact list.
  • Associated workflow (conversation).
  • Schedule and sending rules.

Worfklows​

A workflow defines the logic of the interaction: what CallPilot.ai says, asks, and decides at each step.

Workflows are built from nodes, for example:

  • Instruction – send a message or add a prompt to the ai.
  • Condition – route based on an answer or attribute.
  • Webhook – connect you api to analyze or get information.
  • Transfer – send the interaction to a human agent or external system.
  • Workflow – connect more workflows to handle specific scenarios.
  • End – close the interaction.

Workflows can be reused across multiple campaigns.

Channels​

A channel is the communication medium used by a campaign, such as:

  • Voice (phone calls).
  • WhatsApp (one-way or two-way conversations).

Each channel may require specific configuration (numbers, templates, providers, etc.).

Contact pool​

A contact represents a person or entity you communicate with.

Contacts usually include:

  • Phone number or WhatsApp number.
  • Name or reference data.
  • Optional tags or metadata (segment, region, product, etc.).

You can group contacts into a lists and associate those lists with one or more campaigns.

Knowledge Base (AI Brain)​

CallPilot.ai uses a centralized Knowledge Base to power all automations:

  • Upload PDFs, CSVs, docs, and URLs.
  • Extract and index content.
  • Enable accurate answers across voice, WhatsApp, and chat.
  • Keep information consistent across teams and channels.

How CallPilot.ai fits in your stack​

CallPilot.ai is typically connected to your existing systems:

  • CRMs / Core systems to fetch or update customer information.
  • Ticketing / Helpdesk tools to create or update cases.
  • Data platforms to export campaign results and metrics.

Developers can use:

  • APIs to create campaigns, load contacts, and read results.
  • Webhooks to react to events such as call completed, message delivered, or survey answered.

You can find more details in the Developer Guide and the API Reference.

What’s next?​

If this is your first time using CallPilot.ai, we recommend:

  1. Reading the Onboarding & implementation documentation
  2. Reading the Quickstart: Your first campaign