DramWell Docs

Overview

DramTrade's AI Voice Agents let you deploy conversational AI that can make and handle phone calls on your behalf — booking appointments, following up on quotes, re-engaging lapsed customers, and more. Agents are powered by ElevenLabs and run over your Twilio phone numbers, so every call appears to come from your business. All calls are recorded, transcribed, and automatically graded to help you improve both AI and human performance.

Key Concepts

Voice Agent — A configured AI persona with a defined voice, script, and objective. Agents are assigned to specific campaigns or automations.

Campaign — A batch of outbound calls assigned to a voice agent. Campaigns target a filtered list of customers or leads.

Call Script — A structured conversation guide the AI uses to achieve its objective. Scripts define the opening, key talking points, objection responses, and expected outcomes.

Call Grade — An automated score (0–100) applied to each call after completion. Grading evaluates conversation quality, objective completion, and tone.

Coaching Insight — An AI-generated summary highlighting what went well and what to improve, surfaced for both AI agent calls and human calls.

How Voice Agents Work

When a campaign runs, DramTrade passes each contact to the ElevenLabs voice synthesis engine via the Twilio calling infrastructure. The AI places the call, conducts the conversation using its script, handles common responses and objections, and executes the configured outcome — such as booking a job or transferring to a live agent.

Calls are transcribed in real time. If the conversation reaches a point outside the script's scope, the agent can warm-transfer to a live dispatcher.

Configuring a Voice Agent

Go to AI Voice > Agents > New Agent.

Identity

Agent name — internal label for your team
Voice — select from the ElevenLabs voice library. Preview each voice before selecting.
Caller ID — choose which of your Twilio numbers the agent calls from

Script

Scripts use a structured format:

[OPENING]
"Hi, this is [Agent Name] calling from [Company]. I'm reaching out about your recent quote for HVAC service. Do you have a moment?"

[OBJECTIVE]
Book a service appointment or confirm interest.

[OBJECTIONS]
- "I already found someone." → Acknowledge, offer a competitive estimate.
- "Call me back later." → Offer to schedule a callback at a specific time.

[CLOSING]
Confirm appointment details or next step. Thank the customer.

Variables like [Agent Name] and [Company] are substituted automatically from your company settings.

Outcomes

Define what the agent should do at the end of a call:

Outcome	Action
Booked	Create a draft job in the dispatch board
Interested	Add a follow-up task to the customer record
Not interested	Log the result and suppress from future campaigns
No answer	Schedule a retry (up to 3 attempts)
Transfer	Warm-transfer to your main line

Running a Campaign

Go to AI Voice > Campaigns > New Campaign.
Name the campaign and select the agent.
Define the contact list — filter by customer segment, lead score, last contact date, or membership status.
Set the calling window (days and hours). Agents will only call within this window to respect compliance rules.
Set the daily call cap to control volume.
Activate. The campaign runs automatically within your defined window.

Campaign progress is visible in real time: calls attempted, completed, outcomes, and live call count.

Call Grading

After every call — whether made by an AI agent or a human — DramTrade applies automated grading:

Objective completion — Did the call achieve its goal?
Conversation quality — Was the dialogue natural, on-topic, and professional?
Tone and sentiment — Did the agent maintain a positive tone throughout?
Compliance — Were required disclosures made? Was the call within the permitted window?

Grades appear in AI Voice > Call Log. Filter by agent, campaign, date range, or score band.

Coaching

Team Coaching Dashboard

Under AI Voice > Coaching, each member of your team (including AI agents) has a performance card showing:

Average call grade over time
Top performing calls (for reference)
Calls flagged for review
Trend direction (improving, stable, declining)

Coaching Insights

For calls scoring below a configured threshold, DramTrade generates a coaching insight — a short AI-written summary identifying the specific moment the call went off track and a suggested alternative response. Insights can be shared directly with the team member from the coaching dashboard.

Human Call Grading

All inbound and outbound human calls are graded using the same framework. This creates a unified quality benchmark across your team, regardless of whether a call was handled by an AI agent or a person.

AI Voice Agents