How to Set Up AI Calling in Pronnel

Introduction:

AI Calling in Pronnel empowers your team to automatically reach out to leads using AI agents through Twilio. The AI agent uses predefined prompts to call, converse, and gather responses from leads—perfect for real estate pre-sales, customer engagement, or lead qualification. Pronnel supports AI calling through three configurations:

• Twilio Calling: Standard cloud-based calling via Twilio’s Voice API.
• Twilio SIP: Call routing through your SIP endpoints.
• Twilio Gateway (Hardware): Used for direct integration with on-premise PBX or GSM gateways.

Step 1: Set Up a Contact Board

1. Go to your Pronnel workspace and create a new board of type Contact.
2. Make sure to add necessary fields like Name and Mobile Number.

Step 2: Get Twilio Credentials

1. Login to your Twilio account: twilio.com.
2. On the Twilio Dashboard, copy your Account SID and Auth Token.


3. For termination URI you have to make SIP trunck so search for that and create a trunk



4. Navigate to the Termination tab after filling in the details in the General tab. Then, enter the URI, check its availability, and copy your SIP Server URI.

Step 3: Connect Twilio Channel in Pronnel

1. Go to the Channels tab in your Contact board.
2. Click Connect Twilio.
3. Enter your SID, Auth Token, and Server URI.


4. In SIP and Gateway types of channels, you can also assign a User Agent (a real person, like a salesperson or support executive) along with the AI Agent. If the lead asks to speak to a human, the AI can automatically transfer the call to the User Agent in real time—ensuring a seamless handoff between AI and human interaction.


5. Select options like:
   • Incoming Calls
   • Outgoing Calls
   • Parallel Calls (e.g., 10 calls at once)

Step 4: Create an AI Agent

1. In the same board, go to the chatbots tab. and select AI agent

2. Click Create Agent.

3. Give it a name (e.g., "Real Estate Agent").

4. Add your prompt, for example:

   

   “You are calling from XYZ Properties. Ask the user if they’re interested in 2/3 BHK apartments near Expressway. Offer them a site visit and ask for suitable timing.”

5. You can add background sound and can set its peominence

Step 5: Configure Automation for AI Calls

1. Go to the Automation tab.
2. Click Create Automation.
3. Add Trigger:
   • When Item is Created or
   • When Stage changes to Follow-up
4. Add Action:
   • Call Using AI Agent
5. Apply Filters:
   • Call only after 11:00 AM
   • Only on weekdays (Mon–Fri)

Step 6: Real Estate Use Case Example

This use case explains how real estate teams can use AI Calling in Pronnel to automatically follow up with leads collected from events like property expos.

Step 1: Import 500 Leads into the Contact Board

After attending a real estate expo, your team collects mobile numbers of 500 potential customers. Export this data into a CSV file and import it into your Contact board in Pronnel using the "Import" feature.

Step 2: Configure the AI Calling Automation

Go to the Automation tab and create a new rule. Set the trigger as “Item Created” or “Stage changed to Follow-up.” This will activate the calling process when new leads are added or moved to a specific stage.

Step 3: Add CRON expression as a trigger in new automation

To ensure calls go out at the right time, add filters:

• Only after 11:00 AM
• Only on weekdays (Monday to Friday)

This avoids calling during off-hours or weekends.

Step 4: Connect Twilio and Set Up an AI Agent

Ensure your Twilio channel is connected under the Channels tab. Then, create an AI Agent with a specific prompt like:

“You are calling from XYZ Properties. Ask the user if they’re interested in 2/3 BHK apartments near Expressway. Offer them a site visit and ask for suitable timing.”

This prompt will guide the AI in how it should speak and what to ask during the call.

Step 5: Calls Begin Automatically at 11 AM

Once the automation is activated and the time condition is met, AI calls will start. The AI agent will begin calling the leads one by one (or in parallel based on your configuration).

Step 6: AI Interacts with the Leads

During the call, the AI introduces itself as a representative from XYZ Properties. It asks if the lead is interested in apartments near the Expressway and offers to schedule a site visit. All user responses are captured.

Step 7: Lead Responses Are Logged

If a lead expresses interest, their availability and intent are recorded in the system. The conversation summary appears in the Item Timeline of the respective lead.

Step 8: Salesperson Assignment for Interested Leads

Leads who show interest are automatically assigned to a salesperson using a rule in automation. This ensures warm leads are immediately followed up for site visit confirmations or further discussion.

Step 10: Continuous Lead Engagement at Scale

This entire flow can repeat daily, ensuring every new or updated lead is contacted automatically without missing a single opportunity. It’s scalable, efficient, and provides your team with only the most qualified leads to pursue.