Caller bar & knowledge assist
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When a call rings you, a slim bar appears at the top of the web panel: the callerâs name and company, a chip for every connected integration that knows them (HubSpot, Salesforce, Zoho, Shopify, Soft1âŠ), and your own Contact. It does not cover the page and stays for the whole call.
With knowledge assist on, the bar also shows answers from your knowledge to what the caller asks, while you talk.
Who sees the bar
Section titled âWho sees the barâ| Call | Who sees it |
|---|---|
| Rings you directly (your number or extension) | You |
| Ring group | Each member, while their phone rings |
| The AI transfers the caller to you | You, when the transfer rings |
| You call out from the panel or your extension | You (it shows the person you called) |
| The AI handles the whole call | Nobody |
The bar never goes to the whole company. It appears whichever device rings: the web panel, the Windows app, a softphone or a desk phone.
What is on it
Section titled âWhat is on itâMove it: drag the name area anywhere; your browser remembers the spot. Double-click it to put it back on top. Shrink turns it into a small pill; click the pill to open it again. A new call always arrives full size.
Refresh: the bar comes back for calls you are still on. A bar you closed with â stays closed.
In the Windows app
Section titled âIn the Windows appâThe Windows app shows the same details where they fit the call. One window per call: the slim bar never shows a call the app already has a window for.
| Call | Where you see it |
|---|---|
| Rings in the Windows app | The ringing window: the integration chips and Contact, above the caller details |
| Answered in the Windows app | The call window: the chips in the side panel, knowledge answers in the middle, under the timer |
| You minimize the call window (â) or the whole app | The slim bar at the top of the screen, with Back to call |
| Answered on a desk phone, softphone or mobile | The slim bar at the top of the screen |
The slim bar stays on top of your other programs (Soft1, your CRM, the browser) without taking the keyboard, so you can keep typing. Drag it by the name; double-click to put it back at the top. The app remembers where you left it. Maximize on the call window fills the app window, Restore puts it back.
With When it rings in Caller card settings, the Windows app opens the record as soon as the call rings.
In Chrome
Section titled âIn ChromeâWith the web panel closed, the Chrome extension opens the same card in a small window when a call rings you, knowledge answers included. There When it rings opens the record as the call rings.
Choose what the bar shows
Section titled âChoose what the bar showsâIntegrations - Caller card lists every connected integration that can identify callers:
Changes save on their own.
These are the companyâs settings. Each person can change their own Primary and Open record by itself in Profile - My caller card (My caller card). Show stays a company setting.
Custom links
Section titled âCustom linksâFor a system without an integration (your own CRM, an intranet, a search page), add a custom link: a button on the card whose address is filled with the callerâs number on every call.
- Integrations - Caller card - Custom links - Add a custom link.
- Button text: what the button says, for example Our CRM.
- Link (URL): the address, with the variables where the number goes. Click a variable to insert it; On a call it opens shows the result with a sample number.
- Save. Then set Show, Open record by itself and Primary as for an integration.
| Variable | Filled with |
|---|---|
{{phoneNumber}} | The number as it called, e.g. +306945123378 |
{{phoneDigits}} | Digits only, e.g. 306945123378 |
{{phoneLocal}} | Without the country code, e.g. 6945123378 |
{{callId}} | The callâs id in Voice Logica |
{{contactName}} | The callerâs name in your contacts |
{{contactEmail}} | The callerâs email in your contacts |
Example: https://crm.example.com/customers?search={{phoneLocal}}.
Open a program on the computer. A link can also start a program that registered its own link type, for example callto:{{phoneDigits}}, sip:{{phoneDigits}} or the programâs own scheme (ask its vendor). The browser asks once before opening it; tick Always allow to skip the question next time. Use {{phoneDigits}} there: in a link the + of {{phoneNumber}} becomes %2B. javascript:, data: and file: links are refused.
The link shows on every call, also when no integration knows the caller. Only one integration or link can be Primary. Up to 10 links per company.
My caller card
Section titled âMy caller cardâEach user can make their own choices for the card in Profile - My caller card. Admins donât need to turn anything on.
Anything left on Company setting follows Integrations - Caller card. Which integrations show on the card at all (Show) is decided by the company only. Search and new-record links for a caller nobody knows never open by themselves.
Your choices apply wherever you get the card: the bar in the web panel, the Windows app and the Chrome extension. When it rings opens the record as the call rings in the Windows app and the Chrome extension; in the web panel it opens when you click Answer.
From Claude or ChatGPT: âlist my settingsâ shows them, and execute_mine with set_caller_card_preferences changes them.
Knowledge assist
Section titled âKnowledge assistâWhile you are on a call, the AI listens to what the caller asks, looks it up in your knowledge and shows the answer on your bar within a few seconds: the question, a short answer, the source and its links. When nothing in your knowledge answers clearly, you see a grey No answer in your knowledge card with the callerâs question and what was searched, so you know it looked. That question goes to Unanswered questions in the Learning Center, so your team can fill the gap. In the Windows app, two phrasings of one question that find the same answer show as one card, with the other phrasing under Also asked.
- Telephony - Call settings - Knowledge assist: turn it on. This is the default for every user.
- Knowledge to search: leave empty to use the knowledge of the analysis agent, or pick knowledge bases.
- To turn it off (or on) for one person, set their seat to override the company settings in Telephony - Active directory, then switch Knowledge assist there.
Each answer is also saved on the call as a knowledge_assist tool step, with the question, the answer and the links, so you see it in the call transcript later.
Send it to the caller
Section titled âSend it to the callerâSay the wake word of your assistant on the call (for example âÎĄÎŹÎœÎčα, ÏÏΔίλΔ ÏÎżÏ ÏÎčÏ ÏÎčÎŒÎÏ ÎŒÎ” SMSâ). The assistant has the answers knowledge assist found. With Send Info Page by SMS on the analysis agent it writes them as a web page and texts the caller the link. On the callâs page, Tracked links shows whether it was opened and which links were clicked.
Troubleshooting
Section titled âTroubleshootingâThe bar does not appear
It appears only for calls that ring you, and never when the AI handles the call alone. Keep the web panel open in a browser tab and refresh once after an update.
Knowledge assist shows nothing
Check that Knowledge assist is on in Call settings, that your seat does not override it to off, and that the analysis agent has knowledge (or knowledge bases are picked). A grey No answer in your knowledge card means it searched and found nothing clear: answer the question in Unanswered questions and the next caller gets it. The call log shows a đĄ line for each decision: on for this call, nothing to look up, no confident answer, answer shown.
My CRM chip is missing
The integration must be connected and Show on in Integrations - Caller card, and the callerâs number must be in that CRM.