Notes on running conversations at scale
Opinionated, specific, and mostly about the parts that go wrong. Written by the people building Convarza AI.
Latest
AI call analytics: what your CRM dashboard should show once an AI is making the calls
Talk time and leaderboards stop meaning much once an AI makes the calls. The six things AI call analytics should show, and the numbers that mislead.
Press 1 is not routing: how Convarza AI routes calls by what callers say
A keypad menu makes callers sort themselves. Conversational IVR asks what they need and routes on the answer. How it works, and when a keypad still wins.
AI calling
11AI telecalling: what changes when an AI makes the first call
Dialers made dialling faster. AI voice agents change who makes the call. How AI telecalling works, what to automate first, and what to keep with people.
AI payment reminder calls that recover money without harassment
Most missed payments are forgetting, not refusing. How to run AI reminder calls with WhatsApp, inside RBI conduct rules, and when to hand over.
What an AI voice agent actually does on a call
Not a recording, not a menu, not a chatbot reading aloud. Here is what happens between the ring and the hang-up, and which parts you control.
How to stop customers from hanging up on your AI voice bot
The moment they realize they aren't speaking to a human who respects their time, they hang up. How to rewrite your prompts to keep them on the line.
An AI voice agent is not an IVR with a nicer voice
Press 1 for sales is a menu. An AI voice agent is a conversation that can end in a booked appointment. The difference shows up in your abandon rate.
What an AI voice agent actually costs to run
Three meters run at once and vendors bundle them differently, which is why per-minute comparisons rarely compare the same thing. How to price a ninety-second call.
What an AI receptionist should answer after hours — and what it should not
The calls you miss between 7pm and 9am have a floor of zero, which makes them the safest place to start. The trick is knowing where to stop.
Latency is the whole experience in voice AI
A one-second pause feels broken on a phone call and fine in chat. Where the delay comes from, what is fixable, and what you trade away to fix it.
Booking an appointment by voice: what has to be true first
An agent that offers a slot it cannot actually hold is worse than one that takes a message. Availability, conflicts and least-notice come before the voice.
Speech recognition and Indian English
Code-switching mid-sentence, place names no model has seen, and numbers spoken in lakhs. What breaks, and what to test before you buy.
An AI receptionist for a clinic, specifically
Front desks lose calls during consultations and after close. What an agent can safely handle in a clinic, and the clinical line it must never cross.
Setting up a WhatsApp chatbot your customers will not hate
A menu of numbered options is why people type "agent" first. How to set up a WhatsApp chatbot that answers, books and knows when to fetch a person.
Click-to-WhatsApp ads: the part that happens after the click
The ad is the easy part. Most of the money is lost in the minutes after the tap — and in the free 72-hour window most teams do not know they have.
What actually drives your WhatsApp bill
Meta stopped charging per conversation in July 2025. It bills per delivered template now, and the category you pick moves the number by an order of magnitude.
Message templates that get approved, with examples
Six templates you can adapt today — order updates, reminders, callbacks, re-engagement — with the category each should be filed under and why.
What a WhatsApp shared inbox actually needs to do
Most tools give you a list of chats. The ones teams keep using give you assignment, an AI that knows when to stop, and the contact record beside the thread.
WhatsApp Business API in India: what you are actually buying
Everyone resells the same API. What differs is the inbox on top, who owns the number, and what happens when a template gets rejected at 9pm.
WhatsApp messaging limits and quality rating, explained
Your number has a tier and a quality score. Both move on their own, and the way most businesses discover them is by hitting one.
Why your WhatsApp template keeps getting rejected
Six reasons, in the order you should check them. Most rejections are one of the first three, and none of them require talking to support.
Moving your WhatsApp number to another provider
It is a migration, not a settings change. What you need to own before you start, and the one question that decides whether it is even possible.
Sales
6The outbound sales cadence that actually converts
Most sequences blast the same generic message across all channels simultaneously. How to structure a cadence that respects your buyer's time and converts using AI.
Five minutes: the number that decides who gets the customer
Buyers overwhelmingly go with whoever answers first, not whoever is best. Most companies answer in hours. Here is how to close that gap without hiring.
How AI Calling Chatbots Boost B2B Sales Conversions
AI voice agents can automatically qualify leads, handle discovery questions, and book meetings directly to stop leaking sales funnels.
ReadHow to qualify a lead on a phone call, and hand the script to an agent
Four questions, asked in an order that survives a real conversation. Then how to give the same script to an AI agent without it sounding like a form.
The enquiry that went quiet is not lost yet
Someone asked a question, you answered, and nothing. What to send, when, and how many times before it becomes harassment.
How many times should you follow up?
Most teams stop after two attempts. Most answers come later than that. Where the honest line is, and how to stop before it becomes harassment.
AI agents
5AI agent vs chatbot: what actually changed, and what did not
Every chatbot was renamed an AI agent in 2025. Some earned it. The difference is whether it can finish the job or only describe it — and how it stops.
Stopping an AI agent inventing things
A model that does not know reaches for the nearest plausible answer. Five controls that turn that into an honest refusal instead.
How to write a prompt for an agent that talks to customers
Not prompt engineering. Job description writing — scope, tone, refusals, and the three sentences that prevent most embarrassing transcripts.
Handover: the moment your AI agent should stop talking
Most disappointing deployments fail at the seam, not the answer. Name the conditions in advance and the handover stops being a failure.
A knowledge base your AI agent can actually use
Your help centre was written for people who are already reading it. An agent needs the same facts arranged very differently.
Operations
5The festive sale rush: a WhatsApp and calling playbook for Diwali
Your busiest weeks are when WhatsApp is most crowded and customers least patient. What to set up three weeks out, one week out, and in festive week.
Appointment reminders that actually reduce no-shows
One reminder is worth sending. Three is nagging. The timing, the channel and the one word that makes people reply instead of ignoring it.
The five call metrics worth a dashboard
Most call dashboards measure what is easy to count. Five numbers that change decisions, and three popular ones that mostly do not.
Your missed calls are a bigger leak than your website
You measure form conversion to two decimal places and have no idea how many people rang and gave up. Here is how to find out, cheaply.
First contact resolution, measured honestly
Almost every FCR number is flattering, because it counts tickets closed rather than problems solved. A definition that survives contact with reality.
CRM
4What an AI CRM actually does, and which parts are just a label
Every CRM now says AI. Some mean an email draft, some a lead score, a few an AI that makes the call. Which kind your team needs, and seven demo questions.
What a WhatsApp CRM actually needs to do
Your sales happen on WhatsApp and your CRM gets updated on Friday from memory. Seven things a WhatsApp CRM must do, and how to spot a broadcast tool.
Call outcome and lead stage are different things
One describes an attempt. The other describes a person. Conflating them is why your pipeline reports never reconcile.
Choosing a CRM when your team lives on the phone
Most CRMs are built around a form and treat the call as an attachment. Seven questions that separate the ones that were not.
Omnichannel
4Automating Instagram DMs without sounding like a bot
Instagram lets a business reply but never message first, inside a time window. What to automate, what to leave to a person, and how to follow up.
How to build an omnichannel strategy
A practical guide to aligning your channels so customers never have to repeat themselves.
Integrating AI Calling Chatbots into Your Omnichannel Strategy
An AI calling bot shouldn't exist in a silo. Here is how to unify voice with WhatsApp, email, and social media using a central CRM.
ReadOmnichannel and multichannel are not synonyms
Being on six channels is multichannel. Whether the customer has to repeat themselves when they switch is the part that decides which word applies.
Compliance
3The DPDP Act and your customer conversations
Chats, call recordings and AI transcripts are all personal data under India's DPDP Act. Where it sits, and six questions to answer before the deadline.
Consent, DND and calling hours: the checks before you dial at volume
An autodialer will happily break rules you have not read. What to confirm with your carrier and your counsel before the first campaign goes out.
What your AI agent does with customer data
Your customers' conversations pass through a model someone else runs. Nine questions to get answered in writing before they do.