Calls and voice

Voice#

Playground and scenarios#

Rehearse calls before they go live. The page has three steps, top to bottom; the one you are on is highlighted:

1. Set up. Choose the agent and a scenario. The scenario's fields fill with a sample home (invented, in a real Dubai community) and a contact name; Another example brings the next one. Change anything you like.
2. Rehearse. Talk as the customer. The agent speaks first. What the agent does during the call shows in the transcript as short lines, for example "🔎 Searched listings: JVC, 2 beds — Property Finder 12, 1.1M–1.4M" or "📅 Appointment requested: Thursday afternoon".
3. Train. When you end the call, Coach analyses it by itself and suggests a few numbered lessons: what went well, what to change. Nothing is saved until you say so.

On the left, beside the steps: the agent's lessons (switch each off or on, remove it, or add one) and Recent rehearsals.

Training an agent. The training is a chat with Coach that already holds the rehearsal and Coach's suggestions.

• Say which suggestions to keep ("save 1 and 3"), or say what the agent should do differently: "Jenny should ask what they want before any price."
• Talk to Coach switches to a voice talk. Coach knows the rehearsal and what it suggested, so you can say "the second one, but softer".
• Coach turns what you agree on into short lessons. The pill shows "Coach is analysing the rehearsal…", then "Understood — training…" while Coach works, then "Trained — try again".
• A lesson applies to every call, or only to that scenario. Each one shows in the training, with Undo.
• Try again starts the same rehearsal at once, and the agent follows its new lessons.
• An earlier rehearsal (in Recent rehearsals or on Calls) opens with the same training: you can train from it any time, and Try again starts its setup again.
• To stop the automatic analysis, turn off Coach analyses every rehearsal in Settings → Voice. You can still train after each call.

Lessons reach every call the agent makes: rehearsals, the desk phone, the call center and phone calls. They never change its instructions, and never override the rules on saying it is an AI, the recording notice or the law. Any agent can read and change lessons when you ask in a chat, for example "Lumate, show me Jenny's lessons". Agents can also read past rehearsals and calls, and make scenarios when you ask ("make a scenario for calling back viewers").

Listings and prices on calls. When the customer asks for an offer or options, what is available or what things cost ("what do two-beds in JVC go for?", "suggest me something", "look online"), the agent has a look before anything else; it offers a viewing or an appointment only after that. Without an area it searches all of Dubai. It looks:

• first at the listings the team saved (Listings);
• then at Property Finder, live, in the office browser, when the office browser is on and the agent may use it (Can use the office browser on the agent's page). This takes up to half a minute; the agent says it is having a look.

It answers with a rounded range of the asking prices and an example or two, never a valuation or a promise. The line under the Playground's call buttons says whether the live search can run, or why not. The same works on the desk phone, in the call center and on phone calls, with at most 10 searches a call, 3 of them live.

Agents on calls never repeat your words back to you ("So you're looking for…"): they react and move the call on, and read back only what they are about to act on, such as a viewing time.

Files on calls. When the customer asks for something written ("prepare me an offer", "send me the options in a table"), the agent has a file prepared and carries on with the call:

• Its working side gets a task with what was asked, the customer and the call so far. It makes the file (a document, a table or a spreadsheet) with real listings and prices, and sends it to nobody.
• The transcript shows "📄 Preparing a file: …". While the call goes on, the agent says when the file is ready (usually in a minute or two), and the transcript shows "📄 File ready: …". It never reads the file out.
• In the Playground, the file is in Documents marked Playground; its link leads back to the rehearsal.
• On a real call (phone, call center), the file hangs on the customer's card and is marked On a call. The agent tells the caller a colleague will check it and send it; its task waits in review for a person.
• At most three files a call. If the team's PC (the runner) is offline, the file is made when it is back.
• A call's page on Calls lists the files prepared on it.

Every rehearsal is on the Calls page. Scenarios (Playground → Scenarios) define each call's goal, opening, script and the fields the agent fills. Add sample scenarios adds ten common real-estate calls: enquiry call-back, viewing, valuation, price objection, after the viewing, tenancy renewal, landlord listing, missed viewing, investor returns and mortgage readiness.

Calls Lumate makes for you#

The owner and the admins can ask Lumate to call anyone, in the chat or on a voice talk: "Call Ali and ask whether tomorrow at 3 suits him for coffee", "Call 0555 123 45 67 and tell them the documents are ready".

• Anyone. A friend, a supplier, a customer with news. No card is needed, and none is made.
• No call-center limits. The per-number limits, the calling hours and the legal confirmation are the call center's. They do not apply here: you decided this one call. A second call the same day goes out too.
• Two questions first. Before calling outside 08:00–21:00, or a number that asked not to be called, Lumate asks you and waits: only your answer in the chat lets the call go out.
• Say who. Your message names who to call, by name or number ("call him back" alone is not enough). One message calls a number once, at most 5 people; there is no daily limit (from 2.17.0).
• Colleagues and you (from 2.17.0). An extension ("call 202"), a colleague by name from Settings → Call center → People callers can ask for, or yourself ("call me": your own desk phone, Your account → My desk phone). They ring on the office line as they are, never with the outside-line prefix, and without the question about the hour. WhatsApp Web cannot ring an extension.
• A name it knows. Lumate finds the number on the cards, or among the calls it made for you before: "call Ali" works the second time. Only your own calls count; another admin's are never offered. When two people match, it asks which one.
• Later. "Call him at 5 pm" waits for its time, at most 7 days ahead. The card in the chat has Cancel until then.
• In the chat. The call shows as a card: Stop while it rings or talks, then how it went, with the conversation. Lumate tells you the result in a few sentences.
• A meeting. When the person agrees a time and a place, it goes into your Appointments as a personal meeting.
• Who can ask. Only the owner and the admins, in their own message. Members cannot ask, an agent never decides a call like this on its own, and what someone says on a call never makes Lumate call someone else. A call set for later is made only if the person who asked is still an owner or admin then.
• Private. Personal meetings are seen only by their owner and the admins.
• The line. The call goes out on the office line, else through WhatsApp Web in the office browser, one call at a time, like the call center's. See How Lumate calls a customer.
• The language. Lumate opens the call in the language of the number's country (+90: Turkish, +49: German…), and in the company's call language where several are spoken (the UAE). If the person answers in another language, it carries on in theirs. It greets them as your assistant, asks your question or gives your message right away, and never hands them to anyone: if they want you, it says you will call them back.

Calls that ring on your WhatsApp#

Lumate can answer the calls that ring on the WhatsApp number linked in the office browser. It is off until an admin switches it on in Settings → Call center → Incoming calls.

• Who rings first. A saved contact (WhatsApp shows their name) rings you first: Lumate's window plays a bell and shows who calls, with Take over and Not now. Not now, or no answer in the time set (20 seconds; 10 to 60), lets Lumate answer: it says you cannot come to the phone and takes a message. Anyone else gets Lumate at once. Lumate answers everyone first (for a business number) makes every call go to Lumate first.
• On the call. Lumate answers as your assistant, in the caller's language (from the number's country), says the call is recorded where your country asks for it, and takes a message: who, what about, and whether to call back. When the caller asks for you, it says "one moment" and rings you once; Take over puts them through, Not now lets it take the message. It never tells where you are or anything about other people. A saved contact you did not take (Not now, or no answer) is not rung again on that call: Lumate says you cannot come to the phone, as you chose.
• Hand-overs wait for the sentence (from 2.3.0): Lumate finishes what it is saying before your microphone takes the call (it listens to its own voice, not its words, which arrive sooner). Take over lets the word being said end, at most 4 seconds.
• Take over works on Lumate Local, at the PC that runs the office browser, with a microphone: the call moves to that PC. Elsewhere the ring offers Not now only, and you can still answer on your phone, as before.
• Afterwards. Each call Lumate answered is in the Inbox → Calls for you (the last ten, read or not) and on the call's own page, with who called and their message. Call back opens Lumate's chat with "Call … back" ready (the number, and the name of a saved contact; never the caller's own words); you send it, and Lumate makes the call for you.

Set up reception by chat#

Ask Lumate in chat, for example "set up reception for us" (from 2.4.0). It asks, a question or two at a time, what callers need: what the business does, the opening hours, services and prices or the menu, frequent questions, who takes which calls, and how bookings work. Then it shows one card in the chat (and an Inbox notice) with:

• Callers may hear: short notes, saved as company knowledge shared with callers;
• How to answer: the reception notes every answered call reads (who takes which calls, what never to promise);
• Booking: the booking settings it proposes (people and tables themselves are added in Appointments). Apply (owners and admins) sets all of it at once; untick a note to leave it out. Decline changes nothing and Lumate asks what to change. A newer proposal replaces a waiting one. The card marks a note that was already a company note callers did not hear, and warns when Lumate read customers' messages or web pages before proposing: check every line. The reception notes are also in Settings → Call center → Incoming calls → Reception notes, to read, change or clear; whatever they say, Lumate never denies being an AI when sincerely asked. Lumate never switches answering on itself: that stays in Settings → Call center → Incoming calls. A longer guide for Lumate is the catalog skill set-up-reception (Skills → Catalog).

Customers who call#

From 2.18.0, a caller whose number is on one customer's card is known, on the office line and on your WhatsApp.

• Lumate greets them by name and carries on from what the company knows: their coming appointments, how their last calls went and what they are looking for. The team's notes stay out of the call. When Lumate books times itself (Appointments → Booking settings), a customer who calls to move a viewing hears free times, and Lumate books the one they choose and cancels the old one; otherwise it takes a message for the team with the time they would like.
• Caller ID can be faked, so unasked Lumate tells them only the day and time of their own appointments. Nothing else from the card (what they are looking for, a budget, notes, an address) is read out unless they say it first, and never anything about other customers.
• Afterwards the call is on their card (the transcript on its thread), besides the item in your Inbox. Because anyone with the number could have called, it wakes no agent and gives the card to nobody: a person decides what follows.
• Who counts as known: exactly one customer card with the number. A broker's card, a sample card, or a number on two cards leaves the caller unknown, and no card is made for a new caller.

Calls to the office line (reception)#

With the desk phone set up on your PBX (Settings → Desk phone), Lumate can also answer callers on that extension who are not on its list of allowed callers (from 2.4.0). Switch on Lumate answers callers on the office line in Settings → Call center → Incoming calls; off, they are declined, as before.

• Your own numbers (the allowed callers) still talk with Lumate as your assistant, as before.
• Anyone else gets the same reception as on WhatsApp: in their language, a message taken, answers from what you shared for callers, and, with booking on, a time booked or their own booking cancelled. No customer card is made. A hidden number is answered too; it has no number to call back.
• A customer you know (from 2.18.0): see Customers who call.
• When they ask for you, Lumate says "one moment". With a desk phone of your own (Your account → My desk phone), from 2.17.0 it rings like a colleague's (below). Without one, your window rings (with a notification when Lumate is not in front): Take over puts them through to your Call me at extension after Lumate's sentence; Not now, or no answer in the time set, lets Lumate take a message. Without a Call me at extension the ring offers Not now only.
• When they ask for a colleague (from 2.17.0), by name, role or extension ("Mehmet Bey", "accounting", "a broker", "202"): Lumate says it checks whether they are free, and the caller waits with a quiet tone while that person's extension rings (as long as Ring me for in Settings → Call center). When the person answers, Lumate tells them in one sentence who is calling and why, then puts the caller through and leaves the call. When nobody answers, the line is busy, or the person hangs up, the caller comes back to Lumate: it says the person cannot take the call right now and offers a message for them (it reaches that person's Inbox) or a call back. The caller is never dropped, and never hears an extension. Two or three people with the name are offered by name; a caller rings at most three colleagues a call. Who can be asked for: the people an admin adds in Settings → Call center → People callers can ask for (a name, an extension of 2–8 digits, a role; they come first, so nobody can take their extension over), everyone with a desk phone in Agent X (Your account → My desk phone), and Lumate Desk's brokers. Lumate itself never knows the list: it passes on who the caller asked for, so a caller cannot get the team read out.
• One call at a time on the line: a second caller hears busy.
• Afterwards the call is in the Inbox → Calls for you as "… called the office", with Call back.
• Limits: a reception call lasts at most 30 minutes. There is no hourly limit (from 2.17.0): a caller who keeps calling is answered each time, and the company's OpenAI minutes pay for it. The number shown in the ring is what the line says: it is not verified.
• The server edition's phone numbers follow the same switch: on, their callers get this reception (Take over goes to the number's transfer target in Settings → Phone); off, each number's own agent answers, as before.
• Notifications: press Notify me when Lumate is behind other windows in a ring box once and allow them; a ring then shows one while Lumate is behind other windows (it says who asks, never what they said).
• No cards. People who call you are never saved as customers, and Lumate never reads a card because a number matches it.
• One call at a time. A second call while one is on keeps ringing on your phone. Group and video calls are left to your phone, and so is every call while the switch is off or the office browser is paused.
• Limits. None each hour (from 2.17.0); a call lasts at most 30 minutes. The WhatsApp copy of the Inbox update says who called, never what they said.
• WhatsApp's rules. WhatsApp may restrict numbers that use automation. Lumate answers like a person, one call at a time; switch it off if WhatsApp warns you.

Calls aloud and how Lumate introduces itself#

Two switches in Settings → Call center (from 2.3.0), for owners and admins:

• Play AI calls aloud. While Lumate talks to someone, on any line (WhatsApp, the desk phone, a phone line), both sides play on the speakers of the PC where your Lumate window is open: the newest call, one at a time, as Live's Listen does. The office browser's Lumate button (the extension's popup) switches it too.
• Lumate says on its own that it is an AI. Your country's rule decides until you do: Türkiye and other countries say it, the UAE does not. Off, Lumate introduces itself as your assistant, and the recording notice leaves the AI out (a notice you wrote yourself in Settings → Phone stays as you wrote it). On or off, Lumate never denies being an AI when someone sincerely asks. In the EU, the AI Act asks that people are told they are talking to an AI.

Calls#

Every voice session: talks, rehearsals, phone calls in and out. For each you see:

• the transcript, with what the agent did during the call (a listing search, an appointment request, a file);
• the files prepared on the call, each opening in Documents;
• the duration;
• the outcome;
• who reviews it, and the review task.

A rehearsal opens with its training (see Playground and scenarios).

Call center#

Four tabs: Overview, Brokers, Transfers and Live.

Brokers are people at the company who take the customers the agents hand over. They work only their own cards, in a separate program: Lumate Desk. In Lumate they see nothing else: no agents, chats, tasks or settings.

Adding a broker

1. Go to Settings → Members → Invite someone and choose the role Broker.
2. Enter their office extension (and a mobile, if they have one). This is where calls are transferred.
3. Lumate shows a code (AGX-XXXX-XXXX-XXXX) and the address the broker types. The code works once, for 24 hours. Download saves both, with the pairing steps, as a text file you can hand to the broker. Keep it private: the code is shown only once.
4. The broker installs Lumate Desk on their PC (no admin rights needed), then enters the address, the code and their name. That pairs their PC. Desk keeps itself at its Lumate's version (from 2.7.0): after Lumate updates, Desk updates itself from it within a few hours (only a release signed with Lumate's release key), and opens again by itself.

Broker access (Lumate on one PC) Lumate Local only listens on its own PC. Brokers' PCs reach it through Broker access:

• In Settings → Call center, an admin switches Broker access on, on this PC's office address and a port (47830 by default). The address to give brokers appears there, for example 192.168.1.20:47830.
• Only what Lumate Desk needs is reachable there: the broker's own cards. The rest of Lumate is never on the network.
• The connection is encrypted. Lumate Desk remembers this Lumate's certificate when it pairs, and it refuses anything else.
• The pairing code never travels over the network. The program proves it knows the code, and Lumate proves it too.
• After 10 wrong codes within 15 minutes, every open broker code is cancelled. Make a new one.
• IT must allow inbound TCP on that port to this PC from the office network. Give this PC a fixed address, so the brokers' programs keep finding it.

On a company server there is no Broker access to switch on: brokers enter the site's own address (https://…).

The AI calls and hands customers to brokers

1. Record why a customer may be called. On the card, May we call? → Record why. Choose one:

   • an existing client (a documented transaction);
   • they asked us to call them back.

   Then say how you know, and confirm you checked the number against the DNCR today. There is no "cold call" choice. (A call the owner or an admin asks Lumate to make for them needs none of this: see Calls Lumate makes for you.)

2. Set up the call center. Settings → Call center → Dialer:

   • the agent who calls, and a call scenario;
   • how many AI calls run at once (1 to 10);
   • the outside-line prefix;
   • the calling days and hours;
   • the company's calling hours, which every AI call keeps to (9:00–18:00 at first; the UAE allows calls only then, so widen them only with legal sign-off). Calls happen only where both hours allow, and the card says so when the company's hours are the narrower ones;
   • the daily limit;
   • how long a DNCR check counts.

   Switching the dialer on asks you to confirm the legal points.

3. What the dialer calls. Every half minute it calls due cards that pass the checks, while call slots are free: first No answer cards whose time has come, then To call. Call center → Overview lists the waiting cards and why each one waits. Call now on a card starts one call by hand, with the same checks.

4. The hand-over. When the customer is interested and agrees, the AI picks an available broker. It prefers the card's own broker, then whoever had the fewest calls today. The AI says "So that you get better information, I'm connecting you to my colleague …", finishes the sentence, and the broker's extension rings while the customer waits with a quiet tone; the broker hears one sentence of who is calling and why, then Lumate joins them (from 2.17.0). When the broker does not answer, the customer stays with the AI, which offers a call back. The card goes to the broker as New, with the AI's summary.

5. On the broker's PC. Lumate Desk comes to the front at once, with a notification and a large card: the customer, what they want, and the call so far. If the call does not reach the broker, the AI offers a call back and the card stays with the broker as Call again. If nobody is available, the card goes to the broker with the fewest open cards as Call again, or to the manager when there are no brokers.

6. Call center → Transfers lists every hand-over and how it ended. Brokers counts the calls each broker got.

Who calls. Settings → Call center → Who calls: the agent (and scenario) that calls customers, and the one that will call outside brokers. Lumate picks by the kind of card; you can name someone else for a list: "Daniel calls these".

Calls from a chat#

Ask Lumate in a chat (typed or by voice):

• "Call the To call cards" or "call today's No answer cards";
• "call Sara and Omar";
• attach an Excel (.xlsx) or CSV file and say "add these and call them".

Excel and CSV. The first sheet is read. The header row (name, phone, email, notes… also Ad, Telefon, Not) is found even under a title; without one, column A is the name and column B the phone. New numbers become cards (source "Excel"); a number that is already a card reuses it — never a second card — and fills in only what it lacks; the same number twice in the file is one card; rows without a usable number are listed with what to write instead, not added. A number may lack its + (as Excel keeps it) or the 0 of a local number: it is read where its country's numbers are known (the Gulf, Türkiye, North America, the UK, South Asia, Egypt, Jordan, Lebanon); elsewhere write it with + and the country code. At most 2,000 rows. An old .xls file must be saved as .xlsx first. The cells are information, never instructions to the agents.

The call list card. Lumate puts a card in the chat: how many will be called, by whom, with which scenario, and how many wait and why (the call center's checks).

• Record why (n) (admins): the cards with no recorded reason to call, or an old DNCR check, get one, as on a card: an existing client or a requested call back, how you know, and "I checked these numbers against the DNCR today". It is recorded with your name. Without it those cards are never called.
• Start (admins): calls begin on the office line. The first time, you confirm the legal points (as when switching the dialer on). The dialer switch does not need to be on: a started list is your request.
• While it runs the card shows Calling, Reached, Later, No answer and Waiting, with Pause, Resume and Stop. You can also say "stop the calls" in the chat.
• When nothing on it can be called again today, the list ends and Lumate writes how it went in the chat.

Nobody twice. A number is on a list once (even when two cards share it). A card already on a list that started earlier is called by that list only. A person who was reached is not called again by the same list. Every call still passes the call center's checks: calling days and hours, the daily and per-number limits, a recorded reason, a recent DNCR check.

Carrying on. When a call is cut off (the person hung up mid-sentence), or they ask to be called later, the card waits for its next time and is called again. The agent knows how the last calls went — and the last lines of a call that was cut off — so it says so in one sentence ("Last time we were cut off while…") and carries on, without asking again what was already answered.

Live calls#

Call center → Live lists the AI calls happening now: who calls whom, for how long, ringing, talking or transferring. The menu shows how many are live. Open one to:

• read it as it is spoken;
• Listen: both sides, in the browser (use headphones in the office);
• Hand over: the agent closes with a sentence that fits the moment ("For more details I'm handing you to my colleague, one moment please"), then your extension rings (Settings → Desk phone → Call me at) while the caller waits with a quiet tone; when you answer, Lumate joins you to them and leaves the call;
• Take over now: the agent goes quiet at once and your extension rings the same way;
• End call.

If your phone does not answer, the agent carries on and the page says "Your phone did not answer". After a hand-over Lumate is no longer on the call: the transcript ends with "Handed over to …". Admins see every call; others see the calls they started. Listening and stepping in work on calls through the office line and through WhatsApp Web; calls through the old phone trunk show their transcript only.

On a WhatsApp Web call (the office line off; see Office browser), the row says "WhatsApp Web". Hand over and Take over now ask the person at the office PC to take the call: the agent stays on until someone there presses Take the call (the PC needs a microphone). A panel in WhatsApp Web offers the same buttons to whoever is at the PC.

Lumate Desk (for brokers)

• My customers: four tabs (New, Called, Call later, Call again), a search by name or phone, and overdue call-backs on top.
• A customer:
  • what the manager handed over;
  • what the agent learned on the calls (summaries and transcripts);
  • the notes, and adding one;
  • Called, Call again, or Call later with a day and time (the PC's own clock).
• Available / Away, at the top and in the tray icon. A broker counts as able to take a transfer only while the program runs and Available is on.
• Closing the window keeps the program in the tray. Quit is in the tray icon's menu. The program starts with Windows.
• When new customers arrive, a notification says so.
• If Lumate cannot be reached (the PC is off, or Broker access is off), the program says so and keeps trying.
• If an admin revokes the PC, the program asks for a new code.

Giving a card to a broker

• On a customer's page, Broker → Give to a broker, with a note on what they should know. Agents can do the same with the give_to_broker tool.
• The card shows up as New in the broker's program.
• The broker moves it to Called, Call later (with a day and time) or Call again, and writes notes.
• Each change appears on the card's history with the broker's name, marked "(broker)".

Watching the brokers

• Call center → Overview shows who can take a call now (the program is open and they are available), new cards waiting, overdue call-backs, and today's moves and notes.
• Call center → Brokers gives the same per broker, for the last day, week or month. A broker's page lists all their cards and notes.
• Admins can change a broker's extension, switch a broker off, or revoke a paired PC there.
• Agents read the same with broker_report, and the daily report gets a Brokers section.