Caller bar & knowledge assist

When a call rings you, a slim bar appears at the top of the web panel: the caller’s name and company, a chip for every connected integration that knows them (HubSpot, Salesforce, Zoho, Shopify, Soft1…), 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

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

Name and company

From the first integration that found the caller, or your contacts. The number when nobody knows them.

Integration chips

One per integration that found the caller, with its logo. Click to open the record in that CRM or shop. Integrations without a web link (Soft1, Galaxy, Entersoft…) open the details instead.

Contact

Opens the caller in your Voice Logica contacts.

Search in ...

For a connected CRM that does not know the caller: opens its search or a new contact.

Expand (⌄)

Answers from your knowledge, who is calling (each integration’s name, company, phone, email), orders, tickets, reservations and recent calls.

Move 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 ✕ stays closed.

In the Windows app

The 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 (–) 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

With 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

Integrations - Caller card lists every connected integration that can identify callers:

Show

Look the caller up in this integration and show it on the bar.

Open record by itself

Off, When answered or When it rings. When it rings works in the Windows app; in the browser the record opens when you click Answer (browsers block tabs opened without a click).

Primary

The chip shown first, and the one that opens by itself. No primary: the first integration that finds the caller.

Changes save on their own.

Custom links

For 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 caller’s number on every call.

1. Integrations - Caller card - Custom links - Add a custom link.
2. Button text: what the button says, for example Our CRM.
3. 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.
4. 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 call’s id in Voice Logica
{{contactName}}	The caller’s name in your contacts
{{contactEmail}}	The caller’s 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 program’s 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.

Knowledge assist

While 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 caller’s 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.

1. Telephony - Call settings - Knowledge assist: turn it on. This is the default for every user.
2. Knowledge to search: leave empty to use the knowledge of the analysis agent, or pick knowledge bases.
3. 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

Say the wake word of your assistant on the call (for example “Ράνια, στείλε του τις τιμές με SMS”). 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 call’s page, Tracked links shows whether it was opened and which links were clicked.

Troubleshooting

The 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 💡 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 caller’s number must be in that CRM.

Next Steps

Call settings - turn knowledge assist on for the company.→Integrations - connect the CRMs the bar looks callers up in.→Tools & Workflows - Send Info Page by SMS for the assistant.→