Voice Agent in Relcu

Where it lives: the customer never leaves Relcu. Voice AI is enabled per campaign from the existing campaign admin.

Campaigns

Voice AI appears as a per-campaign capability alongside dialer, SMS, and email automation.

Campaign	Leads	Channels	Voice AI
New Lead Speed-to-Contact	1,204 active	Dialer · SMS	Off
Aged Lead Revitalization — Q3	2,847 active	Email	Setup in progress
Portfolio Retention — 2024 fundings	6,310 active	Email · SMS	Off

ℹ️Powered by ProPair Connect. The voice agent (Lila) dials, qualifies, and transfers inside this campaign. Configuration takes about 10 minutes and mirrors the ProPair onboarding form — nothing is filled out twice.

Step 1 of 7: the use case selection presets cadence, script skeleton, and default questions downstream — customers pick a job, not a blank canvas.

What should the agent do?

Pick the primary job for this campaign. Each use case ships with a proven default configuration you can adjust in the next steps.

Step 2 of 7: name, voice, and tone. The greeting preview updates live so the admin hears the brand before any call is made. Maps to onboarding form §1 (Brand & Script).

Name & tone

How the agent introduces itself and sounds on the phone.

Agent name

Introduces as calling from

Voice

Tone (pick up to 2)

Greeting preview

Built from your entries. The full script is generated from this configuration and reviewed by ProPair in step 7.

🔊“Hi, this is Lila calling from Summit Home Lending on a recorded line. Am I speaking with Marcus?”

Step 3 of 7: the LLM-assisted population builder. The admin describes the audience in plain English; the system returns the query, the live record count, and a sample — with a refine loop.

Who should the agent call?

Describe the population in your own words. We translate it into a Relcu query against your live lead data.

Describe the population

The agent will only ever dial leads matching this query at dial time — the population refreshes continuously.

Sample lead	Source	State	Loan amt	Created	Last contact
Marcus Delgado	LendingTree	CA	$418,000	May 12	Jun 30
Priya Raman	Zillow	AZ	$342,500	Apr 28	never
Dana Whitfield	LendingTree	NV	$276,000	Jun 02	Jul 08

Step 4 of 7: deliberately built both ways — ProPair-recommended default and a customer override panel — so the demo surfaces the open question: who owns cadence?

Dials & cadence

How many attempts, how they're spaced, and when the agent is allowed to call.

Optimized cadence for aged-lead revitalization, tuned continuously from performance across all ProPair Connect campaigns.

D0D1D2D3D4D5D6D7D8D9D10

Attempts per lead6 over 10 days

Max per day2 (day 0 only)

Calling window8:00a – 8:00p lead-local time, state rules enforced

Stop conditionsTransfer, DNC request, bad number lead exits cadence immediately

💬Open design question for Relcu: should cadence be ProPair-managed (we tune it, you see it), customer-configurable (this panel), or hybrid (recommended default + bounded overrides)? The prototype shows hybrid.

Step 5 of 7: the question set from the onboarding form's qualification gates (§7). Compliance-critical items are locked on; everything captured becomes structured fields in the disposition sent back to Relcu.

What should the agent ask?

Every answer is captured as a structured field on the lead — not just a transcript. Toggle questions on or off; locked items are required for compliant transfers.

Identity confirmation Required

Confirms the right party before any loan discussion. Wrong-party calls end politely and are dispositioned as bad number.

Transfer consent Required

Explicit yes before a warm transfer. No consent, no transfer — dispositioned as contact without transfer.

Property state confirmation

Verifies the property state against the record; mismatches update the lead and re-check licensing before transfer.

Right time confirmation

“Is now a bad time?” — offers a callback slot if it is; the callback re-enters the cadence at the promised time.

Loan type

Purchase, refinance, cash-out, HELOC.

PurchaseRefiCash-outHELOC

Loan purpose

Primary residence, second home, investment.

Qualifying information

Configurable sub-set — each captured as its own field.

Credit range (self-reported)Timeline to purchaseDown paymentEmployment statusWorking with another lender

Other / custom question

Add your own — free-text questions are reviewed by ProPair in step 7 before the agent goes live.

Step 6 of 7: full summary, the transfer destination, the real-time on/off control Abhijat asked for, and the compliance attestation from onboarding form §9. Submitting routes to ProPair review — not straight to live.

Review & activate

Everything below is editable later without re-review, except script-affecting changes (name, questions, custom copy).

Use caseAged lead revitalizationEdit

AgentLila · Female — warm · Professional, Friendly“…calling from Summit Home Lending on a recorded line”Edit

Population2,847 leadsPurchase · 60+ days · LT/Zillow · $200k+ · CA/AZ/NVEdit

CadenceProPair-recommended6 attempts / 10 days · 8a–8p lead-localEdit

Questions7 enabled2 required · 3 qualifying sub-fieldsEdit

Transfer destination Warm transfer with whisper: agent summary read to the LO before connect. No LO available → offer callback.

Voice agent calling: ON when live

Real-time control. Flipping this off stops new dials within seconds — in-flight calls finish normally. Available here and via API.

I confirm these leads have valid consent to be contacted by phone using an automated system, DNC scrubbing is authorized, and calling is limited to states where Summit Home Lending is licensed. View attestation detail

Step 7 of 7: the configuration doesn't go straight to production. ProPair reviews it, then issues a test link / phone number so the customer hears their agent before a single lead is dialed.

Agent under review

Your configuration has been submitted to ProPair. You'll receive a test link or phone number shortly — typically within one business day — so you can call Lila yourself and hear exactly what your leads will hear.

Submitted
Today, 2:14 PM

ProPair review
script + compliance

Test number issued
you test the agent

Approve & go live
calling begins

While you wait

We're reviewing the generated script, disclosure placement, and your custom questions. If anything needs a change we'll flag it here and in email — no re-entry required, you'll edit only the flagged item.

Disposition write-back, view 1: every Lila call lands on the lead's existing Relcu timeline as a first-class activity — same surface their team already works in, no separate portal.

SummaryAI SummaryTimelineCallsSMSEmailsNotesTasks

Assigned to Jenna Cole (LO)RoutingToday · 11:47 AM

Warm transfer accepted from Voice AI. Lead moved to In Consultation.

Outbound call — LilaVoice AITransferred — warm handoffToday · 11:43 AM · 4:12

Right-party contact on attempt 3 of 6. Marcus is still shopping, timeline moved up to 0–3 months. Consented to transfer; connected to Purchase Queue — West (Jenna Cole) after whisper summary.

Identity ✓ confirmed Property state ✓ CA — matches Right time ✓ yes Transfer consent ✓ yes Loan type · Purchase Purpose · Primary residence Credit · 720–760 self-rep. Timeline · 0–3 months Down payment · ~15%

Open call detail ▶ Recording Transcript

Outbound call — LilaVoice AIVoicemail — no message policyAug 22 · 4:31 PM · 0:38

Attempt 2 of 6. Voicemail detected; per campaign policy no message left. Next attempt scheduled Day 3.

Email — “Rates moved. Worth a fresh look?”CampaignAug 20 · 9:02 AM

Opened twice, no click. Lead entered Voice AI population Aug 21 (60-day threshold met).

Disposition write-back, view 2: the full payload — outcome, per-question answers as structured fields, transcript, recording, and a next-best-action handed to Relcu's own NBA panel. This is the metadata contract Abhijat asked about.

Disposition

OutcomeTransferred — warm handoffPurchase Queue — West → Jenna Cole · queue wait 0:22

Attempt3 of 6Campaign: Aged Lead Revitalization — Q3

Duration4:12 total2:47 qualify · 0:22 hold · 1:03 with LO

Cadence statusExited — goal reachedno further attempts scheduled

Captured answers

Each configured question writes to a lead field — filterable, reportable, and available to Relcu automations.

Question	Answer	Field written
Identity confirmation	Confirmed	`vai_identity_confirmed`
Property state	CA matches record	`vai_property_state`
Right time	Yes	`vai_right_time`
Transfer consent	Yes — explicit	`vai_transfer_consent`
Loan type	Purchase	`vai_loan_type`
Loan purpose	Primary residence	`vai_loan_purpose`
Credit range (self-reported)	720–760	`vai_credit_range`
Timeline to purchase	0–3 months moved up	`vai_timeline`
Down payment	~15%	`vai_down_payment`

Recording & transcript

▶1:36 / 4:12

Lila · Voice AIHi, this is Lila calling from Summit Home Lending on a recorded line. Am I speaking with Marcus?

Marcus DelgadoYeah, this is Marcus.

Lila · Voice AIGreat — you'd reached out a couple months back about a home purchase around Roseville. Are you still looking, or did that already come together?

Marcus DelgadoStill looking, actually. We got more serious in the last few weeks.

Lila · Voice AIThat's good timing. If it's helpful, I can get a licensed loan officer on the line right now to talk numbers — would that work?

Marcus DelgadoSure, I've got a few minutes.

⬇ Download transcript

Sent to Next Best Action

The disposition feeds Relcu's NBA panel so the LO's follow-up is queued automatically.

📌Recommend: Jenna Cole follow-up within 24h — send purchase rate comparison. Timeline moved to 0–3 months; self-reported 720–760 credit.

Disposition write-back, view 3: the aggregate view inside the campaign — live status with the real-time kill switch, funnel from dials to transfers, and disposition mix.

Live — Lila is calling Next dial window closes 8:00 PM PT · 1,912 leads remaining in cadence Calling on

Dials1,284last 14 days

Connects31224.3% of dials

Right-party contacts20866.7% of connects

Transfers7435.6% of RPC · 5.8% of dials

Avg qualify time2:51before transfer

Funnel

Dials1,284

Connects312

Right-party contacts208

Consented to transfer89

Transferred (warm)74

15 consented but no LO available → callback scheduled. Queue coverage is the biggest lever on transfer count.

Disposition mix — 1,284 dials

Disposition	Count	Share
No answer	704	54.8%
Voicemail (no message policy)	268	20.9%
Transferred — warm handoff	74	5.8%
Contact — callback scheduled	67	5.2%
Contact — not interested	58	4.5%
Wrong party / bad number	71	5.5%
DNC requested	9	0.7%
Other	33	2.6%

For the demo close: the four decisions we need from Relcu to move from concept to build. Everything else in this prototype is ProPair's proposal — redline freely.

Does this meet your expectations?

This is a starting point, not a spec. Four decisions shape the build — everything else we can iterate on after your redlines.

Question 01

Who owns cadence?

Step 4 shows a hybrid: ProPair-recommended default with a bounded customer override.

A. ProPair-managed — we tune it, customers see it

B. Customer-configurable — full control in Relcu

C. Hybrid (shown) — default + bounded overrides

Question 02

Disposition mapping

Where should the write-back land in Relcu's data model?

A. Native call activity + custom fields (shown)

B. Dedicated Voice AI activity type

C. Call log only; answers in a JSON attachment

Question 03

Transfer routing & availability

Warm transfer needs real-time LO availability. How does Relcu expose queue state to us at dial time?

A. Relcu queue API — we check before offering transfer

B. Static external number per campaign

C. Pacing signal — you throttle our dials to coverage

Question 04

Integration path

GR and Mutual are launching on the Workato instance. Is that the bridge for this module, or do we go direct?

A. Workato — one recipe set, reused per customer

B. Direct API both ways — tighter, more build

C. Workato now, direct API as the module matures

✅Already agreed from our thread: Relcu controls the schedule · real-time bot on/off · ProPair returns transcriptions and metadata. All three are built into this prototype (steps 4, 6, and the call detail screen).

Campaigns

What should the agent do?

Name & tone

Greeting preview

Who should the agent call?

Interpreted query

Dials & cadence

What should the agent ask?

Review & activate

Agent under review

While you wait

Marcus Delgado

Disposition

Captured answers

Recording & transcript

Sent to Next Best Action

Funnel

Disposition mix — 1,284 dials

Does this meet your expectations?

Who owns cadence?

Disposition mapping

Transfer routing & availability

Integration path