How-to guides

Prepare your CSV

One row per contact, with a phone column in E.164 format (for example +919876543210). Add any columns you want to personalise the call, such as name — see Personalise the greeting below.

Create the campaign

Go to the Outbound Dialer, click New campaign, and upload your CSV. Map the phone column and any personalisation columns.

Choose the agent and pacing

Pick the agent that should make the calls, then set the pacing (how fast to dial) and retry behaviour for no-answers.

Start dialing

Review the summary and click Start. Vio dials through the list; each completed call appears in your call log with its transcript, outcome, and cost.

Add a SIP trunk in Vio

Go to SIP Trunks → New trunk. Vio gives you the connection details (host, credentials) and requires digest authentication on inbound trunks for security.

Point your carrier or FreePBX at Vio

In your carrier portal or FreePBX (Trunks → SIP), create a trunk to Vio using the details from the previous step. Route the numbers you want the AI to answer to that trunk.

Assign an agent and test

Assign an agent to the trunk or number, then place a real call to confirm inbound audio flows and the agent answers.

Open the Fulfilment settings

In the agent editor, go to the Analysis, actions & fulfilment tab.

Add your webhook URL

Paste the URL Vio should POST to when a call ends (your CRM endpoint, a Google Sheet automation, or a tool like Zapier/Make). It must be publicly reachable and return a 2xx response.

Choose what to send and save

Confirm which fields go in the payload (summary, sentiment, goal-met, and your variables), then save. The next completed call fires the webhook.

Use a variable in the greeting

In the agent’s persona, write the greeting with a placeholder and a fallback: Hi {{name|there}}, thanks for calling…. If name is known, the agent says it; if not, it says “there”.

Supply the value

For outbound campaigns, add a name column to your CSV — Vio maps it into {{name}} for each call. For inbound, populate the variable from a tool lookup or caller memory.

Enable caller memory

In the agent editor, open the Advanced tab and turn on caller memory.

Choose what to remember

Decide what carries over between calls (for example the caller’s name or their last request), then save. On the next call from a known number, the agent has that context available.

Add a transfer action

In the Analysis, actions & fulfilment tab, add a transfer-to-human action and set the target number in E.164 format (for example +919876543210).

Tell the agent when to use it

In the persona/prompt, describe the conditions — e.g. “if the caller asks for a human or the request is a complaint, transfer.” Save and test with a real call.

Open the call in Call Logs

Go to Call Logs and open the call. The total ₹ cost is shown on the call.

Read the cost breakdown

Expand the cost to see the per-component breakdown. Remember this is the AI cost — the phone minutes are billed separately by your carrier or Twilio. See Pricing.