Resources
Everything you should know to get started
A guide to your first campaign, the key terms of AI calling and answers to common questions.
Getting started
Your first campaign in five steps
Demo and goal
In the demo we clarify your goal, your audience and the language of the campaign.
Script and knowledge
You describe your offer, the flow and common objections; we complete the knowledge base.
Rules and numbers
Calling hours, retries, block list and the numbers that are shown.
Test
Test calls and test suites with a simulated customer until tone and flow are right.
Launch and improve
Live monitoring in the first days, then QA scores and proposals from the AI team leader.
Checklist
What to prepare
- Contact list with documented consent
- Your offer and the goal of the call
- Typical customer questions and objections
- A calendar for appointments (Google Calendar or Cal.com)
- Access to your CRM or an export format
- Phone numbers or a SIP trunk for caller ID
Glossary
Key terms, briefly explained
- Listening cue (backchannel)
- A short “mm-hmm” or “I see” that shows the agent is listening – without taking the floor.
- Interruption (barge-in)
- The customer speaks while the agent is speaking. Fonce recognises whether to keep going or stop.
- Whisper
- A short text instruction from a supervisor to the agent during a live call; the customer doesn’t hear it.
- Results schema
- The data fields and outcome codes the agent captures from the conversation in a campaign.
- QA score
- The automatic assessment of a call against standard and custom criteria.
- Block list (opt-out)
- Contacts who don’t want to be called again – across all campaigns.
- SIP trunk
- The phone line Fonce uses to place and take calls, for example from Verimor or another SIP carrier.
- Webhook
- A message Fonce sends to your system when something happens – such as a booked appointment.
FAQ
Frequently asked questions
The essentials on conversations, campaigns, data and getting started – answered briefly. Can’t find your question? Write to us.
General
Do the people being called know they are talking to an AI?
Yes. The agent introduces itself as a digital assistant at the start, and you can add your own opening text per campaign. It builds trust and meets the transparency requirements for AI systems.
Does Fonce replace our staff?
No. The agent handles recurring calls such as first contacts and appointment setting. Your people take over as soon as experience is needed – by live handover or directly in the console.
How does getting started work?
After the demo, we set up a first campaign together. You listen to test calls and fine-tune the script before any real contacts are called.
Conversations & languages
Which languages does the agent speak?
German, Turkish and English. In German, the agent always uses the formal “Sie”. You set the language per campaign.
How natural does it sound?
The agent prepares its reply during the pause, gives short listening cues like “mm-hmm” and stops to listen when someone cuts in. The best way to judge is to hear it in the demo.
What happens with an answering machine?
The agent recognises the greeting and, depending on your settings, leaves a short message or hangs up.
Can a person take over at any time?
Yes. The agent hands calls that are ready to close to your team. Supervisors can listen in, whisper an instruction to the agent or take over the call themselves.
Campaigns & rules
Who does the agent call?
Fonce is built for contacts who have agreed to be called. Block lists and opt-outs are respected, and calls only happen within the time windows you set.
Are public holidays taken into account?
Yes, for all 16 German federal states – based on the contact’s state. You add your own blackout days.
Which number do people see?
Only your own verified numbers; calls are never anonymous. Daily caps and automatic rests keep the numbers healthy.
Does Fonce take incoming calls?
Yes. The AI receptionist answers calls on your number and sends a note by email or Telegram after every call.
Data & security
Where is the data stored?
In the EU: the platform runs on servers in the EU, and recordings and files are kept in EU storage. We sign a data processing agreement with you under Art. 28 GDPR.
Are calls recorded?
Only with consent. You choose the retention period, and transcripts can be redacted after a period.
How is access to the console secured?
With roles and individual permissions, two-factor authentication – required for everyone if you wish – and single sign-on via Google Workspace or Microsoft Entra.
Integration
Which systems does Fonce connect to?
HubSpot and Pipedrive, Google Calendar and Cal.com, SMS, WhatsApp and email – and practically any other system through webhooks and the REST API.
How do our contacts get into Fonce?
By CSV or Excel import with field mapping and duplicate handling, or automatically through the REST API.
Can we use Fonce under our own brand?
Yes. The console can run on your domain, with your logo, your colours and your name.
Hear for yourself how Fonce handles a call.
In a personal demo, we’ll show you the agent with a call script from your industry – and answer your questions about campaigns, integrations and data protection.