Teleman AI Zuma Documentation

Complete guide to your AI-powered telemarketing & customer engagement platform

Teleman AI Zuma is a complete telemarketing platform that helps businesses connect with customers through voice calls, SMS, and AI-powered conversations. Whether you are running automated calling campaigns, managing contacts, or deploying intelligent voice agents, this platform brings everything together in one place.

Who Is This For?

• Sales teams running outbound calling campaigns to reach prospects
• Customer support teams handling inbound calls with AI assistance
• Marketing teams sending voice and SMS campaigns to large contact lists
• Business owners looking for an all-in-one telemarketing solution
• Administrators managing users, billing, and system configuration

User Roles

KYC Access Levels

Certain features require KYC (Know Your Customer) verification before they become available:

Key Features & Benefits

Getting Started: Installation

Admin Only

When you first access the application, an installation wizard guides you through the initial setup. The installer checks your server requirements and sets up everything automatically.

Server Requirements

Required PHP Extensions

PDO, PDO MySQL, mbstring, OpenSSL, Tokenizer, XML, Ctype, JSON, BCMath, Fileinfo, cURL

Installation Steps

Step 1: Requirements Check

The system verifies your server meets all minimum requirements: PHP version (8.3+), required extensions, directory permissions (storage/, bootstrap/cache/), and that the .env file exists. All items must show a green checkmark before proceeding.

Step 2: Database Configuration

Enter your MySQL database connection details: host, port, database name, username, and password. Click Test Connection to verify, then click Migrate Database to create all necessary tables and seed default data.

Step 3: Create Admin Account

Set up the first administrator account with your name, email, and a strong password (minimum 8 characters). This account has full system access to configure everything else.

Step 4: Complete

Setup is finished! Click the login button to access your new platform. The installer creates a .installed marker file, so the wizard won't appear again.

First Login & Initial Setup

After logging in for the first time, follow these steps to get your platform ready:

1. Configure Twilio — Go to Settings → Twilio and enter your Twilio Account SID and Auth Token. This enables voice calling and SMS.
2. Set Up Payment Gateways — Go to Admin → System Configuration and configure at least one payment gateway (Stripe, Razorpay, PayPal, or Paystack) so customers can purchase credits.
3. Configure Email — In System Configuration, set up SMTP email settings for password resets, notifications, and KYC updates. Use the Send Test Email button to verify.
4. Set Up Pricing — Go to Admin → Pricing and configure your markup rates for calls, SMS, and phone numbers.
5. Add Phone Numbers — Go to Admin → Phone Numbers, click Sync from Twilio to import available numbers, then assign them to users.
6. Complete KYC — Go to Settings → KYC Verification and submit your verification to unlock all platform features.
7. Top Up Credits — Go to Credits → Top Up and purchase credits to start making calls.
8. Add Contacts — Go to Contacts and import your contact list via CSV or add contacts manually.
9. Launch Your First Campaign — Go to Campaigns → Create and set up your first calling campaign!

Setting Up Twilio

Twilio is the telephony provider that powers all voice calls and SMS in the platform. You need a Twilio account to use these features.

1. Sign up at twilio.com if you don't have an account.
2. From your Twilio Console, copy your Account SID and Auth Token.
3. In the platform, go to Settings → Twilio.
4. Paste your Account SID and Auth Token into the fields.
5. Click Save. The system will verify your credentials.

Geo Permissions

Admins can control which countries users are allowed to call or send SMS to. Go to Settings → Geo Permissions to enable or disable specific countries. This helps control costs and comply with regulations.

KYC Verification

KYC (Know Your Customer) verification helps comply with regulations and progressively unlocks platform features for your account.

Basic Verification (Tier 1)

Basic verification unlocks core features: Campaigns, Contacts, Calls, SMS, Analytics, and more.

1. Go to Settings → KYC Verification.
2. Click Start Basic Verification.
3. Enter your phone number and verify via the OTP code sent to you.
4. Once verified, your account is upgraded to Basic tier and core features are unlocked.

Business Verification (Tier 2)

Business verification unlocks advanced features: AI Voice Agents and Knowledge Bases.

1. Go to Settings → KYC Verification → Business.
2. Fill in your business name, registration number, business type, and address.
3. Upload the required documents: ID Document, Business Registration, Selfie with ID.
4. Click Submit for Review. An admin will review your submission.
5. You will be notified when your verification is approved or if additional information is needed.

Dashboard

The Dashboard is your home screen after logging in. It provides a quick overview of your account activity:

• Statistics Cards — Total campaigns, total calls, answer rate, total call duration
• Recent Campaigns — Your latest campaigns with status and progress
• Credit Balance — Current balance displayed in the navigation bar
• Quick Actions — Shortcuts to create campaigns, add contacts, and make calls

Contacts

The Contacts section is your centralized database of all the people you want to reach. Think of it as a lightweight CRM built into the platform.

Adding a Single Contact

1. Go to Contacts and click Add Contact.
2. Fill in the required fields: First Name, Last Name, and Phone Number (in international format, e.g., +14155551234).
3. Optionally add Email, Company, and Notes.
4. Assign the contact to one or more Contact Lists and apply Tags for organization.
5. Click Save.

Importing Contacts from CSV

1. Go to Contacts and click Import.
2. Download the sample CSV template to see the expected format.
3. Prepare your file with columns: first_name, last_name, phone_number, email, company.
4. Upload your CSV file using drag-and-drop or the file browser.
5. Map your CSV columns to the contact fields and select a contact list.
6. Click Import. The import runs in the background — you can continue using the platform while it processes.

Bulk Operations

Select multiple contacts using the checkboxes to perform bulk actions:

• Bulk Tag — Apply one or more tags to all selected contacts
• Bulk Add to List — Add selected contacts to a contact list
• Bulk Delete — Remove selected contacts permanently

Exporting Contacts

Click the Export button to download all your contacts as a CSV file. You can use this to back up your data or import it into other systems.

AI Data Quality Check

Use the AI Quality Check tool to automatically scan your contacts for issues like invalid phone number formats, duplicates, and missing data. The system highlights problems and suggests fixes.

Contact Details

Click on any contact to view their full profile, including their complete call history, campaign interactions, tags, and notes. You can edit or delete contacts from this view.

Contact Lists

Contact Lists let you group related contacts together for easy campaign targeting. For example, you might have lists like "Q1 Leads", "Existing Customers", or "Event Attendees".

1. Go to Contact Lists and click Create List.
2. Enter a Name and optional Description.
3. Click Save.
4. Add contacts to the list from the Contacts page, during import, or from the list detail view.

Contact Tags

Tags provide a flexible way to categorize and filter contacts across all your lists. Unlike lists, tags are lightweight labels you can apply to any contact.

1. Go to Contact Tags and click Create Tag.
2. Enter a Name and choose a Color for visual identification.
3. Click Save.

Apply tags to contacts individually from their profile, during CSV import, or in bulk by selecting multiple contacts and using Bulk Tag. When creating campaigns, you can filter contacts by tag to target specific segments.

Campaigns

Campaigns are the core of the platform. They let you automatically call a list of contacts with a pre-defined message or audio file.

Campaign Types

Creating a Campaign

1. Go to Campaigns and click Create Campaign.
2. Enter a Campaign Name to identify it.
3. Choose your Campaign Type (TTS or Voice-to-Voice).
4. Select a Phone Number to call from (from your assigned numbers).
5. For TTS: Write your message script. You can use variables like {{first_name}} to personalize each call. Use the AI Message Generator to create compelling scripts automatically. For Voice-to-Voice: Select an uploaded audio file from your library.
6. Select one or more Contact Lists to target.
7. Configure optional settings:
   • Call Recording — Record calls for quality assurance
   • DTMF Responses — Enable keypress detection and define actions for each key (e.g., "Press 1 to speak with an agent")
   • AMD — Answering Machine Detection to handle voicemail
   • Retry Attempts — Number of times to retry failed calls
   • Concurrent Call Limit — Maximum simultaneous calls
8. Choose your launch option: Save as Draft, Launch Now, or Schedule for a specific date and time.

Campaign Controls

Campaign Analytics

From the campaign detail page, you can see real-time stats including: total contacts, calls made, answer rate, failed calls, average duration, and a progress bar showing completion percentage. If DTMF is enabled, you can also see keypress analytics showing how many callers pressed each key.

Using Variables in Messages

Personalize your campaign messages by inserting contact-specific variables:

• {{first_name}} — Contact's first name
• {{last_name}} — Contact's last name
• {{company}} — Contact's company name
• {{phone_number}} — Contact's phone number

Example: "Hello {{first_name}}, this is a reminder from Acme Corp about your appointment tomorrow."

Sequences (Automated Follow-Ups)

Sequences let you create automated follow-up workflows that trigger based on campaign call outcomes. When a contact doesn't answer, shows interest, or requests a callback, the system can automatically follow up with calls, SMS, or emails on a schedule you define.

Creating a Sequence

1. Go to Sequences and click Create Sequence.
2. Enter a Name and Description.
3. Choose a Trigger Type that determines when contacts are enrolled:
   • No Answer — Contact didn't pick up
   • Interested — Contact showed positive response
   • Callback Requested — Contact asked to be called back
   • Not Interested — For nurture sequences
   • Completed — For post-call follow-ups
   • Manual — You add contacts yourself
4. Add Steps to your sequence. Each step has:
   • Delay — How long to wait (minutes, hours, or days)
   • Action — What to do: Call, SMS, Email, Wait, or Webhook
   • Content — The message or configuration for that action
5. Set a Priority (1-10) for ordering when multiple sequences match.
6. Toggle Activate to start enrolling contacts automatically.

Message Variants (A/B Testing)

Within each sequence step, you can create multiple message variants. The system will distribute contacts across variants and track which version performs best, helping you optimize your follow-up messages over time.

Example Sequence: Missed Call Follow-Up

Calls & Softphone

Call History

The Calls page shows a complete log of all your calls — both from campaigns and manual calls. You can filter by:

• Status: Completed, Failed, No Answer, Busy, In Progress
• Type: Campaign or Manual
• Direction: Inbound or Outbound
• Date Range: Filter by specific time period

Each call record shows the phone numbers involved, duration, cost, recording (if enabled), and a link to the associated campaign or contact.

Exporting Call Data

Click the Export button on the Calls page to download your call history as a CSV file. You can also export calls for a specific campaign from the campaign detail page.

Listening to Recordings

If call recording was enabled, you will see a play button next to the call. Click it to listen directly in your browser. Recordings are stored securely and can be downloaded for offline review.

Softphone (Browser Calling)

The softphone lets you make and receive calls directly from your web browser without any additional software or hardware. It uses WebRTC technology for high-quality audio.

1. Click the phone icon in the navigation bar to open the softphone widget.
2. Select which phone number you want to call from (if you have multiple assigned numbers).
3. Dial a number using the keypad or type it directly.
4. During a call, you can: Mute/Unmute, Hold, Record, use the DTMF keypad, or End the call.

SMS Messaging

Send and receive text messages through your assigned phone numbers.

Sending an SMS

1. Go to SMS and click Compose.
2. Select a From Number (must be SMS-capable).
3. Enter the recipient's phone number or select from your contacts.
4. Type your message or choose from a saved template.
5. Click Send.

Conversations

The Conversations tab shows a chat-style view of all SMS exchanges organized by phone number. You can reply directly from this view, making it easy to have back-and-forth conversations with contacts.

AI SMS Responses

When enabled, the system can automatically generate intelligent replies to incoming SMS messages using AI. This allows you to maintain conversations even when you're not actively monitoring messages.

SMS Templates

Save frequently used messages as templates for quick access. Go to SMS → Templates to create and manage them. Templates can include variables for personalization.

SMS Analytics

View SMS sending statistics including delivery rates, response rates, and message counts over time.

Voice AI Agents

Requires Business KYC

Voice AI Agents are intelligent virtual assistants that can handle phone conversations autonomously. They use advanced language models to understand callers and respond naturally, without requiring a human on the line.

How It Works

• The AI agent answers or makes calls on the assigned phone number
• Speech recognition (powered by Deepgram) converts the caller's speech to text in real time
• An AI language model generates a natural response based on your system prompt and knowledge base
• The response is spoken back using a human-like voice (Amazon Polly Generative or Google Chirp3-HD)
• The entire conversation happens in real time with sub-second latency

Creating an AI Agent

1. Go to AI Agents and click Create Agent.
2. Fill in Basic Information: Name, Description, and Type (Inbound, Outbound, or Both).
3. Write a System Prompt — this is the instruction set that tells the AI how to behave. For example: "You are a friendly customer service agent for Acme Corp. Help callers with order status, returns, and general questions. Always be polite and concise." You can also select from pre-built templates (Support, Sales, Survey).
4. Set the First Message — what the AI says when it answers or the person picks up.
5. Set the Goodbye Message — what the AI says before hanging up.
6. Choose an AI Model — select based on speed and capability (see table below).
7. Choose a Voice — select from 10 natural-sounding voices (see table below).
8. Optionally link a Knowledge Base to give the AI access to your company information.
9. Configure call settings: max duration, silence timeout, response timeout, recording, and transfer rules.
10. Click Create Agent.

Agent Types

Available AI Models

Available Voices

Call Transfer

AI agents can transfer calls to a human operator when specific keywords or phrases are mentioned:

1. Enable Call Transfer in the agent settings.
2. Enter the Transfer Number (the human agent's phone number).
3. Add Trigger Keywords like "speak to a person", "transfer me", "human agent".
4. When a caller says any of these phrases, the AI will announce the transfer and connect the caller automatically.

Testing Your Agent

Before going live, test your agent's configuration:

1. Open the agent detail page and click Test Configuration.
2. The system checks: AI model connectivity (OpenRouter), Twilio integration, and webhook URL accessibility.
3. Fix any issues shown in red before activating the agent.
4. Make a test call to your agent's phone number to verify the conversation flow.

Monitoring Live Calls

Go to AI Agents → Live to see all active AI agent calls in real time. You can view the live transcript, call duration, turn count, and current status. You can also end calls from this view if needed.

Call History & Transcripts

Go to AI Agents → [Agent Name] to view the agent's complete call history including full transcripts, cost breakdown (Twilio + LLM costs), turn count, duration, and sentiment analysis. Use the Export button to download the history as CSV.

Knowledge Base

Requires Business KYC

The Knowledge Base stores information that your AI agents can reference during conversations. When a caller asks a question, the AI checks the knowledge base for relevant information before responding, ensuring accurate and consistent answers.

1. Go to Knowledge Bases and click Create.
2. Enter a Title and paste your content (company info, FAQs, product details, pricing, policies, etc.).
3. Click Save.
4. When creating or editing an AI agent, select this knowledge base from the dropdown.

Best Practices for Knowledge Base Content

• Start with the most frequently asked questions and their answers
• Include key business information: hours, location, contact details, policies
• Use a Q&A format for the clearest results
• Update the knowledge base whenever your business information changes
• You can create multiple knowledge bases for different AI agents or topics

Audio Files

Upload pre-recorded audio files to use in Voice-to-Voice campaigns.

1. Go to Audio Files and click Upload.
2. Drag and drop your audio file or click to browse. Supported formats: MP3, WAV, OGG, M4A (max 10MB).
3. Add an optional description.
4. Click Upload. The file will appear in your library with duration and size.
5. Use the play button to preview any file before using it in a campaign.

Campaign Templates

Campaign Templates save you time by storing pre-configured campaign setups that you can reuse.

Saving a Template

From any campaign detail page, click Save as Template. Enter a name and description, and the entire campaign configuration (message, settings, DTMF responses) is saved for future use.

Using a Template

When creating a new campaign, click Use Template and select from your saved templates or the pre-built system templates. All settings are pre-filled and you can adjust as needed before launching.

Template Categories

Analytics

The Analytics section gives you a bird's-eye view of your campaign and calling performance with visual charts and actionable insights.

Dashboard Overview

View key metrics at a glance:

• Total Campaigns with active/completed/draft breakdown
• Total Calls with answered count and answer rate
• Average Answer Rate across all campaigns
• Total Call Duration in minutes/hours
• Campaign Performance Charts showing trends over time

Hot Leads

The Hot Leads page automatically identifies contacts who showed high interest based on call outcomes, DTMF responses (e.g., pressing "1" for interest), long call durations, and AI sentiment analysis. These contacts are ranked by lead quality score, making it easy to prioritize your follow-up efforts.

Smart Scheduling

The Smart Scheduling page analyzes your historical call data to recommend the best times to reach contacts. It considers time zones, past answer rates by hour and day of week, and contact-specific patterns to help you improve your campaign timing.

Sentiment Analysis

For calls with recordings or transcripts, AI-powered sentiment analysis automatically classifies the call outcome as positive, neutral, or negative. This data feeds into the Hot Leads identification and helps you understand the overall tone of your campaigns.

Exporting Analytics

Export campaign analytics data as CSV for offline analysis or reporting. Available from the campaign detail page and the analytics overview.

Phone Numbers

Viewing Your Numbers

Go to Numbers → My Numbers to see all phone numbers assigned to your account. Each number shows its capabilities (Voice, SMS, MMS), country, and monthly cost.

Requesting a New Number

1. Go to Numbers → Available Numbers.
2. Search by country and optional area code.
3. Browse available numbers and click Request on the one you want.
4. Track your request status in Numbers → My Requests.
5. An admin will review and approve or reject your request. You will be notified of the outcome.

Pricing Calculator

Use the Pricing Calculator to estimate costs before making a request. Enter a country to see the monthly phone number fee and per-minute call rates, including any markup applied by your admin.

Credits & Billing

The platform uses a credit-based billing system. You purchase credits and they are deducted as you make calls, send SMS, or rent phone numbers.

How Credits Work

Checking Your Balance

Your current credit balance is always visible in the top navigation bar. For a detailed breakdown, go to Credits.

Topping Up Credits

1. Go to Credits → Top Up.
2. Select a credit amount or enter a custom amount.
3. Choose your payment method:

Complete the payment through the secure checkout. Credits are added to your account instantly upon successful payment.

Transaction History

Go to Credits → History to view all credit transactions including top-ups, call charges, SMS charges, and phone number fees. Click Export to download the history as CSV.

Team Management (Agents)

If you manage a team of callers, you can add them as "Agents" under your account.

1. Go to Agents and click Add Agent.
2. Enter their name, email, and set a password.
3. Assign phone numbers to the agent (they can only use numbers you assign).
4. Set their permissions (what features they can access).
5. Click Save. The agent can now log in with their credentials.

You can view each agent's performance stats (calls made, duration, answer rate) from their profile page. Agents can be activated, deactivated, or removed at any time.

CRM Integrations

Connect your platform to external CRMs and tools to automatically push call data, leads, and contact updates via webhooks.

Setting Up an Integration

1. Go to Integrations and click Create Integration.
2. Enter a Name for the integration (e.g., "HubSpot CRM", "Salesforce").
3. Enter the Webhook URL where data should be sent (provided by your CRM or tool).
4. Select the Events you want to subscribe to:
   • Call Completed
   • Lead Qualified
   • Contact Added
   • Contact Updated
   • Campaign Started
   • DTMF Response Received
5. Choose an Authentication Method: Bearer Token, API Key, HMAC Signature, or None.
6. Enter the authentication credentials.
7. Click Test to send a sample payload and verify the connection.
8. Click Save to activate.

Viewing Webhook Logs

Click View Logs on any integration to see delivery history including timestamps, HTTP status codes, and response bodies. Failed webhooks can be retried with a single click.

API Tokens

API tokens allow you to access the platform's REST API programmatically. Use them to build custom integrations, automate workflows, or connect third-party applications.

Creating an API Token

1. Go to Settings → API Keys.
2. Click Create API Key.
3. Enter a Name for the key (e.g., "CRM Integration", "Mobile App").
4. The system generates a unique API token. Copy it immediately — it will not be shown again.
5. Use the token in your API requests as a Bearer token in the Authorization header.

Managing API Keys

• Enable/Disable — Toggle a key on or off without deleting it
• Delete — Permanently revoke access for a key
• Rename — Update the key's name for better organization

API Documentation

Interactive API documentation is available at /api/documentation. It lists all available endpoints, request/response formats, and authentication requirements. The API supports managing campaigns, contacts, calls, sequences, AI agents, and more.

Settings

Profile

Update your name, email, and basic account information at Settings → Profile. You can also delete your account from this page (this action is irreversible).

Password

Change your password at Settings → Password. You will need to enter your current password for security.

Two-Factor Authentication

Add an extra layer of security to your account at Settings → Two-Factor Authentication. Once enabled, you will need to enter a 6-digit code from your authenticator app (Google Authenticator, Authy, etc.) each time you log in. Recovery codes are provided for emergency access.

Appearance

Switch between Light, Dark, and System mode at Settings → Appearance.

Language

Change the platform language using the language switcher in the top navigation bar. Available languages: English, Spanish, French, Arabic, Chinese, Hindi, Portuguese, Russian, Japanese, and German.

Admin: User Management

Admin Only

Manage all system users from Users in the admin menu. You can:

• Create new user accounts with specific roles (Admin, Customer, or Agent)
• Edit user information and reset passwords
• Activate / Deactivate accounts (deactivated users cannot log in)
• View user activity, statistics, and credit balance
• Impersonate a user to see the platform from their perspective (for troubleshooting)
• Delete user accounts permanently

Admin: Roles & Permissions

Admin Only

Configure what each role can do from Roles in the admin menu. The system comes with 100+ granular permissions organized by module:

• Campaigns — View, Create, Edit, Delete, Launch, Pause, Resume, Export
• Contacts — View, Add, Edit, Delete, Import, Export, Bulk Operations
• Calls — View logs, Initiate, End, View recordings, Download, Export
• SMS — View, Send, Templates, Conversations
• AI Agents — View, Create, Edit, Delete, Monitor Live, View Calls
• Analytics — View reports, Export, Hot Leads, Smart Scheduling
• Audio Files — Upload, Delete, Use in campaigns
• Settings — Profile, Twilio, API keys, KYC
• Admin — Users, Pricing, Credits, System Config, Theme, Languages, Logs

Admin: KYC Review

Admin Only

Review and approve user verification submissions from Admin → KYC Management.

1. View the pending submissions queue with counts for Basic and Business tiers.
2. Click on a submission to review the user's documents and information.
3. For Business tier: Download and review uploaded documents (ID, Business Registration, Selfie with ID).
4. Click Approve with optional notes, or Reject with a required reason (which is sent to the user via notification).

KYC Settings

Configure which KYC tiers are required and what documents must be submitted. You can also directly approve users without requiring them to go through the KYC flow.

Admin: Phone Number Inventory

Admin Only

Syncing Numbers from Twilio

1. Go to Admin → Phone Numbers.
2. Click Sync from Twilio.
3. Select a Country and optionally an Area Code.
4. Click Sync. Up to 50 available numbers will be imported into your inventory.

Assigning a Number to a User

1. Find the number in the inventory and click Assign.
2. Select the user from the dropdown.
3. Review the monthly cost and user's credit balance.
4. Optionally check Skip credit deduction to assign for free (e.g., for promotions).
5. Click Confirm Assignment. The monthly fee will be charged from the user's credits on the 1st of each month.

Handling Number Requests

When users request numbers, they appear in Admin → Number Requests. Review each request, check the pricing and user's balance, then Approve or Reject with a reason.

Admin: SIP Trunking & BYOC

Admin Only

SIP Trunking and BYOC (Bring Your Own Carrier) allow you to use your existing telephony provider instead of Twilio's standard phone numbers. This can reduce costs and give you more control over your voice infrastructure.

SIP Trunking

Connect your platform to SIP-based telephony services through Twilio's SIP Trunking:

1. Go to Twilio Integration → SIP Trunk.
2. Click Setup Wizard to begin the guided configuration.
3. The wizard will create and configure the SIP trunk on your Twilio account.
4. Assign phone numbers to the trunk.
5. Use the Health Check to verify connectivity.

BYOC (Bring Your Own Carrier)

Connect a third-party SIP provider to route calls through your existing carrier:

1. Go to Twilio Integration → BYOC.
2. Click Setup Wizard to configure the BYOC trunk.
3. Add your SIP provider details (SIP URI, authentication credentials).
4. Configure voice webhooks for call routing.
5. Test the connection to verify calls route correctly.

Admin: Pricing Rules

Admin Only

Set how much customers pay for calls, SMS, and phone numbers from Admin → Pricing. The pricing system adds your markup on top of the base Twilio cost.

Markup Types

You can set rules per country and service type (Voice, SMS, Phone Numbers). Use Bulk Update to change the markup across all countries at once, or Bulk Import to upload pricing from a CSV file.

Pricing Calculator

Use the Calculator tab to preview what a customer will be charged for any call route. It shows the base cost, your markup, the final customer price, and your profit per minute/message.

Admin: Credit Management

Admin Only

Monitor and manage all user credit balances from Admin → Credit Management.

• Overview — Total credits in the system, low-balance users, recent transaction count, revenue summary
• User Credits — Click any user to manually add or deduct credits with a required reason (full audit trail maintained)
• Transactions — Full ledger of all credits and debits across all users with filtering and search
• Reports — Monthly activity charts showing credits purchased vs. spent. Export reports as CSV.

Admin: Profit Dashboard

Admin Only

View your business financials at a glance from Admin → Profit Dashboard:

• Total Revenue — All customer credit top-ups
• Total Cost — Actual Twilio and third-party service expenses
• Total Profit — Revenue minus costs
• Profit Margin — Percentage of revenue retained as profit

The Profit Analytics page provides deeper breakdowns by service type (voice, SMS, numbers), by customer, and by time period. Export all data as CSV for accounting purposes.

Admin: System Configuration

Admin Only

System Configuration is password-protected for additional security. You will be asked to re-enter your password before accessing these settings.

Application Settings

Configure the application name, URL, timezone, default language, logo, favicon, and environment mode. Upload a custom logo and favicon to brand the platform.

Payment Gateways

Configure one or more payment gateways for customer credit top-ups. Each gateway can be independently enabled/disabled and supports test mode:

Email Configuration

Set up email delivery for notifications, password resets, and KYC updates. Supports SMTP, Mailgun, and Amazon SES. Configure the sender name, sender email, SMTP host, port, and credentials. Use the Send Test Email button to verify your configuration works.

Admin: Theme & Branding

Admin Only

Customize the look and feel of your platform's public-facing landing page from Admin → Theme:

• Logo & Favicon — Upload your company logo and browser favicon
• Hero Section — Main headline, subtitle, and call-to-action button
• Features Section — Highlight key platform features with icons and descriptions
• Benefits Section — List the advantages of using your service
• Use Cases Section — Show example applications for different industries
• Statistics Section — Display impressive numbers (users, calls made, etc.)
• Pricing Section — Show pricing tiers for potential customers
• FAQ Section — Common questions and answers
• Footer — Customize footer links, social media URLs, and copyright text
• SEO Settings — Meta title, description, and keywords for search engine optimization

Admin: Language Management

Admin Only

Manage the 10 supported interface languages from Admin → Languages:

• Enable / Disable specific languages (disabled languages won't appear in the language switcher)
• Set Default language for new users
• Edit Translations — Click on any language to view and edit individual translation strings
• Translation Progress — See the completion percentage for each language
• Export / Import — Download translations as JSON for external editing, or import updated translations

Supported languages: English, Spanish, French, Arabic (RTL), Chinese (Simplified), Hindi, Portuguese, Russian, Japanese, and German.

Admin: Logs & Monitoring

Admin Only

Call Logs

View all calls across the entire system with advanced filters including user, campaign, status, direction, date range, and sentiment score. The logs include AI-powered analysis showing sentiment (positive/neutral/negative) and lead quality scores for each call.

Error Logs

Monitor Twilio errors and system issues in real time. Shows error codes, log levels (ERROR, WARNING, INFO), timestamps, request/response details, and resource identifiers. Click Refresh to fetch the latest errors from Twilio's debugger.

Cron Monitor

Track background job health including queue workers, scheduled tasks, and sync operations. View execution history, success/failure rates, last run timestamps, and average processing times. This helps you ensure all background processes are running correctly.

Frequently Asked Questions

How are credits deducted?

Credits are deducted based on actual usage: per-minute for voice calls, per-segment (160 characters) for SMS, and monthly for phone numbers. The exact rates depend on the destination country and pricing rules set by your admin.

Can I use my own Twilio account?

If you are an admin, yes. Enter your Twilio credentials in System Configuration. For multi-tenant setups, the admin's Twilio account is shared across all users, with each user getting their own assigned phone numbers.

How many contacts can I import at once?

The CSV import handles large files efficiently, processing in the background. For best results, keep imports under 10,000 contacts per file. Larger datasets can be split across multiple files.

What happens when a campaign runs out of credits?

The campaign will pause automatically when your credit balance is insufficient to continue making calls. Top up your credits and the campaign can be resumed from where it left off.

Can AI agents handle multiple calls at the same time?

Yes. Each AI agent can handle multiple simultaneous calls. The system creates a separate conversation context for each call, so conversations don't mix.

What languages can the AI agent speak?

AI agents use Amazon Polly Generative and Google Chirp3-HD voices for speech output. These voices are primarily English. The AI language model can understand and respond in multiple languages, but the spoken voice output quality is best in English.

How do I get call recordings?

Enable recording when creating a campaign (in the settings section) or when creating an AI agent (in call settings). Recordings appear in the Call History and can be played directly in the browser or downloaded.

Can I integrate with my CRM?

Yes. Use the Integrations feature to set up webhook-based connections to any CRM or tool that accepts HTTP POST requests (HubSpot, Salesforce, Zoho, etc.). For more advanced integrations, use the REST API with API tokens.

What payment methods are supported?

The platform supports 4 payment gateways: Stripe (credit/debit cards worldwide), Razorpay (popular in India), Paystack (popular in Africa), and PayPal. Your admin determines which gateways are available.

How do I switch the platform language?

Click the language dropdown in the top navigation bar and select your preferred language. The change takes effect immediately and is saved to your profile.

What is KYC and why is it required?

KYC (Know Your Customer) is a verification process that helps prevent fraud and comply with telecommunications regulations. Basic verification (phone number) unlocks core features, while Business verification (documents) unlocks advanced AI features.

Troubleshooting

Tips & Best Practices

Campaigns

• Start with a small test campaign (10-20 contacts) before scaling up to hundreds or thousands
• Use On-Demand Call to test your message on a single contact first
• Set reasonable Concurrent Call Limits (5-10) to avoid overwhelming your phone line
• Enable Recording for quality assurance and compliance purposes
• Use message Variables like {{first_name}} to personalize calls and increase engagement
• Save successful campaigns as Templates for faster setup next time
• Use Smart Scheduling data to launch campaigns at optimal times for higher answer rates

AI Agents

• Write clear, specific System Prompts that tell the AI exactly how to behave, what to say, and what not to say
• Keep the Knowledge Base focused and concise — shorter, well-structured content works better than long documents
• Use Polaris Alpha model for the fastest response times in phone conversations
• Set up Transfer Keywords so callers can always reach a human when needed
• Monitor the Live Calls page initially to make sure the AI is responding correctly
• Review call Transcripts regularly to identify areas where the AI can improve
• Set a reasonable Max Duration (e.g., 10-15 minutes) to prevent runaway costs

Contacts & Data

• Clean your contact data before importing — ensure phone numbers are in international format (+1...)
• Use Tags to segment contacts for targeted campaigns (e.g., "interested", "callback", "VIP")
• Organize contacts into Lists by purpose (leads, customers, events, regions)
• Use the AI Quality Check tool to find formatting issues and duplicates before launching campaigns
• Regularly Export your contacts as a backup

Credits & Cost Management

• Monitor your credit balance before launching large campaigns
• Use the Pricing Calculator to estimate costs before committing
• Review your Transaction History regularly to understand spending patterns
• For AI agents, use free models (Polaris Alpha, GPT OSS 20B) to minimize costs

Security

• Enable Two-Factor Authentication for all admin and high-privilege accounts
• Use strong, unique passwords for every account
• Complete KYC Verification as soon as possible to unlock full features
• Never share API tokens or credentials via email, chat, or public channels
• Rotate API tokens periodically, especially if team members leave

Support & Help

If you need assistance that this documentation doesn't cover:

• Contact your system administrator for account-related issues, permissions, and billing questions
• Check the Error Logs (Admin) for technical issues related to Twilio or system errors
• Use the Test Configuration tool for AI agents to diagnose connection problems
• Review call transcripts to understand AI agent behavior and improve prompts
• Check the API documentation at /api/documentation for integration help

Teleman AI Zuma Documentation — Last updated October 2026