Use case · CX & customer voice
Hear how your customers really feel, on a call, on the record.
You call the people you already serve, from the number they recognize, about a transaction that actually happened. The agent asks your questions in your voice and returns structured survey responses from completed feedback calls, while the interaction is still useful to your team.
From the day’s transactions to a call sheet your team can act on
- 1
Your list, your consent basis
You call the people you already serve about a transaction that happened, so the basis you declare is one your own records can back up. It rides on the contact under your signed import attestation, ready to produce.
- 2
The conversation, your questions
The agent opens by disclosing it’s AI, asks your questions in your voice, and listens. Two questions, thirty seconds, the day the visit happened, not a form three weeks later.
- 3
A structured response on the record
For completed survey responses, the completion state and answers are saved with the call and contact. Scored questions add a score, so your team can work from customer feedback instead of a stack of callbacks.
- 4
Delivered where you work
For enabled events, call completion can reach your configured signed webhook, while supported CSV exports and /v1 reads give your team survey responses linked to the call and contact.
- 5
Your team acts on it
Your team can route a follow-up from the result while the interaction is still fresh. The call sheet is yours, built from responses instead of guesses.
It asks like you would, because it’s built from your business
Your questions, in your order, with your follow-ups. Persona and guardrails keep the conversation inside what you would say yourself, and knowledge packs help it answer the practical details your team provides.
Then you prove it: the sandbox runs your real script down the whole dial path with every compliance gate live and failing closed and every disposition written the way production writes it, before a number points at a single customer.
What the agent knows, because you gave it
- Your feedback questions and follow-ups, in order
- Your persona, your tone, your voice
- Guardrails that limit what the conversation may say
- When to stop, when to thank, and when to flag for a human
The outcome panel
The numbers you can put in front of your team
Each figure comes off the calls you actually placed, in your own account.
Contact rate
How many of the customers you chose to ask actually picked up and talked.
Completed conversations
Feedback calls that reached the end of your questions, counted per campaign.
CSAT & NPS views
Use scored survey responses to see customer feedback by campaign and question.
Cost per completed call
Read off the usage ledger for the exact calls this campaign made.
For enabled events, call completion can reach your configured signed webhook. Supported CSV export jobs and a /v1 read keep survey responses linked to their call and contact.
The trust close
Your customers, your list, and a record of every call.
These are people you already serve, dialed from your own carrier account. The reason you gave for calling them travels with the contact into every attempt.
Every attempt passes the same checks, and they fail closed: phone normalization, your own internal do-not-call list applied at the batch run and re-checked again at dial time, and the calling window and caps read in the customer’s own local clock. Every call opens with the AI disclosure. Every call, placed or held back, writes an exportable evidence file. Those checks are on every plan at $0, and nothing in a plan or a support tool switches them off.
Where the list came from is signed for at every import: the CSV import signs for it and so does the standing attestation behind every contact your API creates. A purchased, rented, or appended list is admitted under the Cold Outreach & Data Provenance Waiver you execute, and the floor is the same for it: the AI disclosure opens the call, your own suppression list applies at the batch run and again at dial time, and the evidence file is written either way.
That is the file a reviewer asks for: who signed for the list, which checks ran on each dial, what the agent asked and what your customer answered. It is built call by call, so it exists before you need it. Every control behind it, one at a time, is on the Trust Center.
What getting started actually looks like
The sandbox is free and it holds the whole builder. When you are ready, choose a plan, accept the production terms, add a payment method, connect your verified Twilio account, and activate production in the portal. The rate card and the $0 compliance floor are laid out on the pricing page.
Start with the builder
A free sandbox account gives you the whole builder: your feedback questions, your persona and guardrails, your voice. Draft the conversation in an afternoon and prove it before anyone’s phone can ring.
You pick who gets asked
The list is yours to choose. Vocapable records the consent basis you declare with the contact and applies it on every attempt, so every call carries its own reason for being made.
The number they recognize
Production calls leave on your own Twilio subaccount, from the numbers your customers already know, on the caller-ID reputation you built. Twilio bills those minutes straight to you at your rate, and our rate card prices the AI session rather than the carrier leg.