Owner Docs

Ljudra Owner Guide

This guide is built for workspace owners. Use the left docs tabs and the Back/Next buttons to move section-by-section, just like a standard documentation site.

You asked for practical end-user docs: this version removes admin-focused direction and keeps the guidance owner-oriented and action-driven.
Section 01
Platform Overview
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Platform Overview

Ljudra is your full call-operations console. As owner, you control setup, quality, and growth from one dashboard: Overview, Test Call, Knowledge Base, Actions, Integrations, Billing, and Phone.

Customer journey (what they see)

Customer opens your public call page, taps the call button, grants microphone permission, and starts speaking. The AI answers using your configured tone plus your uploaded documents.

Owner journey (what you manage)

You monitor live calls and outcomes, tune prompts and workflows, keep integrations healthy, and optimize conversion or support quality using analytics, summaries, and ticket trends.

Quick Start

  1. Create account from Register and complete "Tell us about your team" onboarding.
  2. In Knowledge Base, upload at least 3 core docs: FAQ, pricing/policy, escalation rules.
  3. In Actions, create one trigger for a high-frequency request (for example "refund request").
  4. In Integrations, connect calendar/email/CRM only if those automations are required now.
  5. In Test Call, run one inbound and one outbound simulation and confirm transcript + citations.
  6. From Your Call Link, copy and open your public page and verify branding and call flow.
  7. Go live and then review Support Tickets, Call Records, and QA Engine daily.
Launch gate: do not share your call link until one end-to-end test includes these three outcomes: transcript appears, source citations appear, and one action executes successfully.

Account and Onboarding

Authentication surfaces

  • Create account page for first workspace creation
  • Sign in page for returning users
  • Verify Email for confirmation flow
  • Forgot Password and Set New Password recovery

Onboarding fields and why they matter

  • Industry: influences initial language and context assumptions
  • Support team size: helps tune workflow scale expectations
  • Primary goal: sets early optimization direction (speed, conversion, resolution)

Important: users who have not completed onboarding are automatically redirected to setup before entering the main dashboard. This prevents partial configuration mistakes.

Customer Call Link

Where it lives

Open Overview and find the card titled Your Call Link. Use Copy to share, Open to preview, and Save changes after branding edits.

Branding controls in "Customise call page"

  • Logo (upload or URL)
  • Headline (main call prompt)
  • Subtext (confidence/support message)
  • Button label (call-to-action text)

Owner pre-share checklist

  • Headline matches your support tone and brand voice
  • At least one successful test call in both quiet and noisy environment
  • Knowledge base has latest policy and escalation details

Dashboard Overview

Real-time operations block

  • Live Now shows active sessions and refreshes automatically
  • KPI cards track page views, calls, duration, satisfaction, and ticket volume
  • Support Tickets supports search and batch delete actions
  • Recent Feedback shows sentiment and comments for fast pattern spotting

Quality and optimization block

  • Call Records with sort, tags, and "Summarize All" option
  • Weekly Scorecard for trend and performance rollups
  • QA Engine for risk flags and score bands
  • RAG Observability for confidence and citation coverage quality

Owner tip: keep this panel open during business hours and refresh after each major config change to verify immediate impact.

Test Calls

Call modes in "Testing purposes only"

  • Inbound: simulates customer-initiated call
  • Outbound: simulates AI-initiated call flow in browser
Quota note: these test calls run in-browser and count toward your browser call minutes monthly quota. They do not consume dedicated phone minutes unless you place real telephony calls from Phone operations.

What success looks like

  • Status shifts to connected and conversation is responsive
  • Transcript lines appear in near real-time
  • Sources panel shows citations when knowledge is used

Owner validation checklist

  • Microphone permission helper is clean (no warning state)
  • AI asks sensible clarifying questions for ambiguous requests
  • Actions trigger only on intended phrases, not false positives

Knowledge Base

How to add content in UI

  • Use Upload Document for PDF, DOCX, or TXT files
  • Use Ingest URL for web pages you trust
  • Verify item appears in Documents list before relying on it

Owner quality standards

  • Upload only active policy versions
  • Delete duplicates and outdated offers immediately
  • Prefer plain customer-facing language over internal shorthand

Actions

What actions actually do

Actions are callable tools the voice agent can execute during calls. You create them once in this tab, then choose where they are allowed to run: inbound phone config or outbound campaign config.

Action builder sequence (right editor panel)

  1. Set Name, Trigger phrase, and optional notes for your team.
  2. Define parameters the AI must collect before action execution.
  3. Choose Built-in Tool or Webhook.
  4. Click Save Workflow, then run a call test that intentionally uses the trigger phrase.

Built-in tools currently available

  • create_support_ticket: creates a support ticket record from the call.
  • calendar_read_write: reads and updates calendar slots when calendar integration is connected.
  • send_email: sends email through configured SMTP integration.

Webhook guardrails

  • Endpoint must be HTTPS.
  • If auth is enabled, provide a valid bearer token.
  • Use Test Webhook before enabling in production call scopes.
  • If required integration capability is missing, workflow save will block with a validation error.
Enable and disable behavior: in Phone - Inbound Config and each Outbound Campaign, actions are listed with toggles. Toggling off does not delete the action globally; it only blocks execution for that specific call scope.

Integrations

Calendar

Use Connect Google Calendar, then set appointment types, booking duration, business hours, and required customer fields.

Email

Configure SMTP with mailbox credentials/app password, then run Send Test Email (to self) and verify delivery.

CRM Providers

Connect HubSpot, Salesforce, or Pipedrive and use Run Sync Now after setup to validate field mapping and access.

Health checks

Check status badges, refresh logs, and review last error text before traffic peaks to avoid silent integration drift.

Billing, Quotas, and Add-Ons

How quota accounting works

  • Browser call minutes quota: consumed by browser-based calls, including calls from the Test Call panel. Measured in minutes of call duration.
  • Phone minutes quota: consumed by dedicated number telephony (inbound and outbound phone operations).
  • Credit minutes: used as overage buffer for phone minutes when included phone minutes are exceeded.

What this panel tracks live

  • Current plan and subscription status badge
  • Usage bars for Phone Minutes and Browser Call Minutes
  • Credit minute balance and reset timing
  • Renewal date and subscription status (active, past due, canceled)

Dedicated phone activation path

  • Choose a phone plan (phone_starter or phone_growth) and complete checkout.
  • After payment confirmation, billing sync activates phone tier and starts dedicated number provisioning.
  • If provisioning is still in progress, you will see a success state without number first, then the number appears once ready.
  • On cancellation, the workspace returns to web tier and the dedicated number is released.

Buying more minutes

  • Use Buy 100 Minutes or Buy 500 Minutes in billing (credit packs).
  • These purchases use checkout flow the same way as plan purchases.
  • After successful payment, credit balance increases and appears in billing status.

Auto-credit behavior at overage

  • With auto-credits enabled: available credit minutes cover phone-minute overages automatically.
  • With auto-credits disabled: calls can be blocked once included quota is exhausted.
  • Keep this enabled during peak periods to avoid avoidable call interruptions.
Access note: only users with owner/admin billing permissions can start checkout or open billing portal actions.

Phone Operations

Dedicated number readiness check

Open the Phone panel and confirm the header badge shows your number plus Inbound & Outbound Ready. If the badge is missing, complete phone billing activation first.

Inbound Config

  • Set Agent name, Personality, and Language under Identity and Voice.
  • Choose verification requirements (name, phone, email, verification code) before actions can run.
  • Tune greeting/opening question plus runtime limits (max call duration and max silence).
  • In User-Created Actions, disable risky actions for inbound traffic while leaving them available for campaigns.

Outbound Campaigns (batch)

  • Create campaign with clear outbound goal, scripts, and runtime settings.
  • Add contacts manually or import file, then confirm contacts are in pending state.
  • Click Run Campaign; use Pause when needed.
  • Edits are allowed only while campaign is draft or paused.

Place a Single Call (one-off outbound)

  • Use quick presets: lead response, appointment, payment reminder.
  • Phone number must be in E.164 format (example: +12125551234).
  • Set call type and purpose/context to guide response behavior.
  • Validate outcome in Recent Calls status table.

Contact import format (campaigns)

  • Accepted files: .csv and .xlsx.
  • Required columns: name, phone.
  • Optional columns: email, notes.
  • Limits: max 500 rows and max 5 MB per file.
  • All phone values must be valid E.164 numbers.
Inbound and outbound are configured separately by design: inbound behavior is controlled in Inbound Config, while outbound behavior and action toggles are controlled per campaign in Outbound Campaigns.

Owner Daily Playbook

  1. Start of day: open Overview, check Live Now, ticket backlog, and failed sync indicators.
  2. Before opening lines: verify dedicated number badge is present in Phone panel.
  3. Midday: review satisfaction trend and recent feedback comments for response quality drift.
  4. Before campaign windows: validate integrations, campaign pending contacts, and enabled campaign actions.
  5. After document/prompt updates: run one inbound and one outbound spot-check call.
  6. End of day: review QA risk flags, low-confidence calls, and unresolved ticket patterns.
  7. Weekly: prune stale docs, simplify noisy actions, and compare conversion/resolution trendlines.

Troubleshooting and FAQ

Microphone is blocked on call start

Grant microphone permission in browser site settings, reload once, then click retry in Test Call. Confirm the status badge changes from warning to connecting.

Answers are weak or generic

Usually this means the knowledge set is thin or stale. Add clearer docs, remove outdated entries, and confirm citations appear during test calls.

Action did not run

Check trigger phrase precision, ensure required parameters were collected, and verify the action is enabled in the active scope (Inbound Config or this specific Campaign). For webhook actions, confirm HTTPS endpoint and bearer token.

Campaign import failed

Confirm file is .csv or .xlsx, under 5 MB, and <= 500 rows. Include required columns name and phone, optional email and notes, and ensure every phone is in E.164 format.

Dedicated number is missing after upgrade

Billing may still be syncing or provisioning. Refresh Billing and Phone panels. If subscription is active but no number appears, wait for provisioning completion and retry sync from Billing flow.

Email or CRM sync appears stale

Open Integrations, validate credentials/tokens, run manual sync/test actions, and review sync logs for provider-side errors.

Who is this guide written for?

This page is intentionally owner-focused for day-to-day operation and decision-making.