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Basics, sign-in, navigation and the path to your first production call.
- What is Nexcal? – Nexcal is an AI outbound platform that calls contacts in goal-driven campaigns, guides conversations along clear rules and stores results in a structured way.
- Signing in to Nexcal – How to sign in to Nexcal with your business email address, switch between workspaces and reset your password if needed.
- Understanding workspace and user account – The difference between the shared workspace and your personal user account, and how both work together with your role.
- Overview of the Nexcal navigation – An overview of the functional areas in Nexcal and how the areas you see differ by role and plan.
- Checklist for your first production call – A step-by-step checklist from workspace to your first production call, including the required approvals.
- Plans and feature scope – A comparison of the Starter, Pro, Power and Enterprise plans with prices, capacities and feature scope.
- Roles and permissions – How roles control access in the workspace, which permission areas exist and what to do when a function is missing.
- Language and regional settings – How to set the interface language, conversation language, phone number format and calling window correctly for your region.
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Company verification, review status and requirements before a campaign can start.
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Adding, verifying and approving caller IDs, plus standard and custom voices.
- What is a caller ID? – A caller ID is the phone number shown during a Nexcal call. It must be verified, reviewed and approved before it can be used in production.
- Adding a caller ID – How to add a caller ID in your workspace and start the verification and Nexcal review up to approval.
- Verifying a phone number – Verification is the technical proof that you control a phone number. It stands at the beginning of the approval process.
- Nexcal review of your caller ID – After verification, Nexcal reviews the caller ID and decides on the final approval for production campaigns.
- Understanding caller ID status – An overview of the caller ID statuses, from pending verification through the review to approval.
- Rejected or revoked numbers – What a rejected or revoked caller ID means for your campaigns and how to proceed in that case.
- Assigning a caller ID to a campaign – How to assign an approved caller ID to a campaign; only approved numbers are available for selection.
- Caller ID limits – How many caller IDs are available per plan: Starter 1, Pro 1, Power up to 3 and Enterprise from 5.
- Choosing standard voices – Standard voices are preconfigured voices of the voice agent, included in all plans and selected per campaign.
- Custom voice – A custom voice is an individually provided voice for your workspace and is available from the Pro plan.
- Language and voice settings – The language and voice settings define a campaign's conversation language and voice and should be decided before the start.
- Voice preview and test call – With the voice preview and a test call you check the language and voice before the production start; test and preview calls are not billed.
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Creating contacts, CSV imports, lead lists and lead status.
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Campaign types, configuration, launch, snapshot and day-to-day management.
- Campaign overview – An overview of campaigns in Nexcal: how they are structured, which parts control a conversation and how many campaigns can be active per plan.
- Campaign types – The available campaign types in Nexcal — appointment, lead qualification, information, survey and custom — and what each one is suited for.
- Appointment campaign – How an appointment campaign works: the voice agent runs conversations aimed at scheduling a meeting, based on your booking settings.
- Lead qualification – How a lead qualification campaign classifies contacts against defined criteria and records the outcome in result fields.
- Information campaign – How an information campaign informs contacts about a specific topic without an appointment or qualification as the main goal.
- Survey – How a survey campaign asks structured questions and captures respondents' answers in result fields.
- Custom campaign – When a custom campaign is the right choice and how you freely define goal, script and results when no standard type fits.
- Creating a campaign draft – How to create a new campaign as a draft, configure and edit it at your own pace before you start it in production.
- Campaign goal and description – Why the campaign goal and description are the most important foundation of every campaign and how to phrase them clearly.
- Creating the conversation script – How to create a conversation script as a guardrail that gives the voice agent structure without dictating every word.
- AI layer and additional rules – What the AI layer is and how you use it to set additional campaign rules the voice agent follows within the script.
- Handling objections – How to define objections and pretexts for a campaign so the voice agent responds within the permitted limits.
- Configuring knowledge – How to configure knowledge for a campaign so the voice agent answers questions from a reliable factual basis.
- Configuring result fields – How to configure result fields for a campaign, which results are captured and how required fields steer the conversation.
- Configuring booking settings – How to configure a campaign's booking settings so the voice agent only offers the appointment options you allow.
- Calling window and runtime rules – What a campaign's calling window and runtime rules control and how you set the permitted calling hours.
- Assigning leads to a campaign – How to assign the leads to be called to a campaign and what to watch for when selecting the lead list.
- Selecting the caller ID – How to assign an approved caller ID to a campaign and why only reviewed numbers are permitted for production calls.
- Selecting the voice – How to assign a voice to a campaign, when a standard voice is enough and when a custom voice makes sense.
- Testing a campaign before launch – How to check a campaign before the production start with test and preview calls, which are not billed.
- Starting a campaign – How to start a campaign in production, what Nexcal checks before the start and which requirements must be met.
- What is saved at campaign start – What is saved as a versioned state at campaign start and why this snapshot makes results traceable.
- Why campaign settings are locked after start – Why most campaign settings are locked after the start and how you can still make adjustments.
- Pausing and resuming a campaign – How to pause a running campaign and resume it later, and what happens to the lead queue in the meantime.
- Archiving a campaign – How to archive a finished campaign to remove it from the active view without losing results and history.
- Deleting a campaign – When a campaign can be deleted, why started campaigns are not deleted like drafts and which alternatives exist.
- Fixing campaign start errors – How to identify and fix common campaign start errors, from missing company approval to missing leads.
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How Nexcal calls are structured and which rules the voice agent follows.
- How a Nexcal call is structured – How a Nexcal call is built from campaign goal, script, AI layer, knowledge, objection rules, result fields and booking settings, following a clear flow.
- Opening and start of the call – How the AI voice agent opens a call, states the reason for calling, and how to design a clear, short opening in the script.
- Campaign goal and conversation guardrails – How the campaign goal sets the direction of a conversation and how script, AI layer, knowledge and objection rules act as conversation guardrails.
- Questions from the prospect – How the AI voice agent answers questions using the stored knowledge and how it responds when an answer is not covered.
- Objections and pretexts – How the AI voice agent handles objections and pretexts within the configured objection rules and when it stops handling objections.
- Interruptions during the call – How Nexcal handles interruptions when contacts cut in while the agent is speaking, and why short overlaps can occur on phone connections.
- Pauses and silence – How the AI voice agent handles pauses and silence, gives the contact room to think and recognizes a desired end of conversation.
- Callback requests – How the AI voice agent captures callback requests when the campaign provides for it, and how a callback differs from a direct appointment booking.
- Call ending and hang-up – How Nexcal ends a call cleanly once the campaign goal is reached or the contact hangs up, and which results are captured in the process.
- Opt-out and stop requests – How the AI voice agent respects opt-out and stop requests, ends the conversation in an orderly way and documents the request in the conversation result.
- What the agent may say – The scope within which the AI voice agent may phrase freely inside script, AI layer and knowledge, and why it is not a free-form chatbot.
- What the agent must not invent – Why the AI voice agent does not invent offers, prices or facts, does not promise appointments without configuration, and how to avoid invented statements.
- Improving call quality – How to improve call quality by checking goal, script, knowledge and objection rules, learning from conversation results and using recommendations.
- Preview calls and production calls – The difference between preview calls for testing and production calls in a running campaign, including billing by connected talk time.
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Using the knowledge base, scripts and structured result fields correctly.
- Script vs. knowledge – The script is the conversation guardrail, knowledge is the factual basis. This article explains how both layers work together in a call.
- Global company context – The global company context brings together company-wide facts the voice agent can draw on across all campaigns.
- Campaign context – The campaign context holds the information that applies only to a specific campaign and complements the global company context.
- FAQs and knowledge content – FAQs are question-and-answer pairs in knowledge that let the voice agent answer recurring questions consistently.
- Additional knowledge files – Additional knowledge files extend a campaign's factual basis and are captured as the campaign state at campaign start.
- Creating good knowledge content – Principles for clear, current and consistent knowledge content so the voice agent answers questions reliably.
- Avoiding outdated or conflicting content – How to recognize and avoid outdated and conflicting knowledge content so the voice agent can answer unambiguously.
- Understanding result fields – Result fields are the structured outcome fields of a campaign. This article explains what they are for and how they are captured in a call.
- Required and optional result fields – The difference between required and optional result fields and how required fields act as a gate before booking or call ending.
- Understanding result status – Each result field receives a result status such as captured, inferred, needs_confirmation, missing or not_applicable, which shows how reliable a detail is.
- Result fields and booking – How result fields marked as required act as a gate before a booking and why no appointments are promised without configuration.
- Result fields and call ending – How required fields steer an orderly call ending and why a prospect's stop request always takes precedence.
- Missing or unclear results – Why results can be missing or unclear, how the result status helps, and what to check in the script, knowledge and field configuration.
- Changing knowledge after campaign start – The knowledge state is captured at campaign start, so knowledge changes do not apply retroactively. This article shows how to update content anyway.
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Appointment booking, Nexcal Calendar, booking windows and confirmations.
- Booking in Nexcal – How booking works in Nexcal, which configurable appointment paths exist and why the agent promises no appointments without active booking settings.
- Nexcal Calendar – The Nexcal Calendar is the internal appointment management that calculates bookable slots from meeting duration, booking window and time slots and works without an external connection.
- Enabling booking – How to enable booking per campaign in the booking settings, select the permitted appointment paths and check the configuration before the campaign starts.
- Configuring the appointment type – The appointment type defines whether an appointment is booked directly, offered, captured as a request or replaced by a callback or static link.
- Online and on-site appointments – The difference between online and on-site appointments, which details matter per format and how to define the right format in the campaign.
- Meeting duration – How the meeting duration determines the length of each appointment, influences the number of bookable slots and is fixed at campaign start.
- Booking window – The booking window limits the minimum lead time and maximum advance range and, together with time slots and meeting duration, determines the offered slots.
- Available time slots – How available time slots, together with meeting duration and booking window, produce the concrete slots the agent may offer during the conversation.
- Static meeting links – Static meeting links are fixed links for self-booking or a permanent meeting room and do not replace a slot-precise booking in the Nexcal Calendar.
- Booking confirmations – Whether a booking confirmation is sent depends on the campaign configuration; Nexcal does not send a message automatically in every case.
- Callbacks instead of appointments – When a callback makes more sense than an appointment, how the agent records it and why a callback does not replace a booked appointment.
- Understanding booking status – The booking statuses not offered, offered, requested, booked and failed show the state an appointment request is documented in after the conversation.
- Failed bookings – Common causes of failed bookings, such as missing slots or a booking window that is too narrow, and how to prevent them through the booking settings.
- Avoiding double bookings – How the Nexcal Calendar holds back slots that are already taken and what to watch for to avoid double bookings with parallel scheduling.
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Transcripts, summaries, result fields, recordings and retention.
- Call detail view – The call detail view brings together status, outcome, transcript, summary, result fields and further information about a single call.
- Call status – The call status shows what happened technically with a call attempt, such as connected, no answer, busy or technical error.
- Call outcome – The call outcome describes the substantive result of a conversation in relation to the campaign goal and differs from the call status.
- Transcript – The transcript is the text representation of a conversation and differs from the summary and recording; it can contain recognition errors.
- AI summary – The AI summary condenses a conversation to its essential points and complements the transcript and structured result fields.
- Structured result fields – Structured result fields record conversation results in a fixed structure, with statuses such as captured, inferred, needs_confirmation, missing or not_applicable.
- Sentiment – Sentiment is an assessment of the conversation's mood as a guide; the detailed analysis across campaigns is available from the Pro plan.
- Objection categories – Objection categories assign the objections and pretexts of a conversation to groups and make recurring patterns visible for evaluation.
- Next step – The next step summarizes what should follow after a conversation, such as an appointment, a callback or no further contact.
- Appointment link – The appointment link connects a conversation with an appointment and shows booking statuses such as not offered, offered, requested, booked or failed.
- Callback status – The callback status documents whether and in what state a callback resulted from a conversation, as an alternative to a fixed appointment.
- Recordings – Recordings are the audio file of a conversation; they are not active by default and depend on the workspace, campaign and consent settings.
- Recording consent – A recording requires valid consent; without the required consent no recording may take place, and the configuration is your responsibility.
- Retention and deletion – How long transcripts, summaries, result fields and recordings are retained and when they are deleted depends on the retention rules and your configuration.
- Missing transcripts or results – Common reasons for missing transcripts or results, such as a conversation that did not take place, very short calls or processing that is still running, and what you can check.
- Preview vs. production call documentation – Preview and test calls check a campaign and are not billed, while production calls pursue the campaign goal; both are documented but differ in classification.
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How leads are processed: queue, statuses, concurrency and limits.
- How Nexcal processes leads – How Nexcal works through the assigned leads of a started campaign in a controlled order and which rules govern the flow.
- Understanding the lead queue – The lead queue is the waiting list of a running campaign and determines the order in which Nexcal calls the assigned leads.
- Active call – The active call status means a conversation is currently running for a lead; it occupies one concurrency slot until the conversation ends.
- No answer – No answer means a call was placed but not picked up; such an attempt produces no connected talk time and is not billed.
- Busy – Busy means the called line was occupied at the time of the attempt; a busy result produces no connected talk time and is not billed.
- Technical error – The technical error status means a call could not be carried out regularly for technical reasons; without a conversation, no billing occurs.
- Callback scheduled – The callback scheduled status means a later callback was agreed during the conversation; a callback is not a booked appointment.
- Pause and resume – How to pause a running campaign and resume it later, what happens to ongoing conversations and the lead queue, and how it affects billing.
- Campaign finished – A campaign is considered finished when no further calls are planned; the documented results and the start snapshot are retained.
- Reviewing lead results – How to go through the results of individual leads after a campaign, check call statuses and result fields, and derive the next steps.
- Why a lead was not called – The most common reasons why an assigned lead was not called, such as the calling window, capacity, opt-out or an invalid phone number.
- Concurrency limits – Concurrency determines how many conversations can run at the same time: Starter up to 25, Pro up to 100, Power up to 350, Enterprise from 500 parallel calls.
- Capacity and workspace limits – An overview of the capacity and workspace limits that constrain campaign execution and how they differ by plan.
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Website form, APIs, webhooks, CRM connections and their plan availability.
- Integrations overview – An overview of the available Nexcal integrations, from the website form and APIs to CRM connections, and how their availability differs by plan.
- Understanding integration status – How to read the status of an integration, which states can occur and what to do when a connection does not work as expected.
- Nexcal website form – The Nexcal website form passes leads from a form directly into your workspace. It is available from the Pro plan.
- Form API – The Form API receives leads programmatically and passes them to your workspace. It is available from the Power plan.
- Public lead intake – Public lead intake receives leads through a defined public entry point and passes them to your workspace. Available from the Power plan.
- REST API – The REST API provides structured, programmatic access to Nexcal data. It is available as a standard feature from the Power plan.
- Webhooks – Webhooks actively report events to a target system as soon as they occur in Nexcal. They are available as a standard feature from the Power plan.
- HubSpot – The HubSpot integration connects Nexcal with your HubSpot CRM to reconcile leads and conversation results. It is available from the Power plan.
- Salesforce – The Salesforce integration connects Nexcal with your Salesforce CRM to reconcile leads and conversation results. It is available from the Power plan.
- Integration authentication – How integrations authenticate with Nexcal, why credentials must be protected and what to do when authentication fails. Available from the Power plan.
- Errors and reprocessing – How to recognize failed transfers of an integration, understand common causes and trigger reprocessing. Concerns the integrations from the Power plan.
- Enterprise system connections – Enterprise system connections cover individual APIs, webhook agreements, custom mappings and private system connections. They are available only in the Enterprise plan.
- Data mappings – A data mapping defines which Nexcal field corresponds to which field in the connected system. Mappings concern the integrations of the Power and Enterprise plans.
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Metrics, analyses, AI recommendations and controlled optimization.
- Dashboard metrics – The analytics dashboard brings the most important campaign metrics together in one place and serves as an entry point into detailed analysis. Standard analyses are included on all plans.
- Call outcomes – The outcome analysis shows how call outcomes are distributed across a campaign and is a good starting point for spotting weaknesses in the conversation flow.
- Booking rate – The booking rate shows the share of calls that led to an appointment and is the central success metric for appointment campaigns.
- Reachability – Reachability shows how many contacts were actually reached by phone and separates making contact from the content quality of the conversation.
- Call duration – Call duration measures how long connected calls last and is both a quality and a usage metric. It refers only to connected calls.
- Sentiment analysis – The sentiment analysis condenses the mood across the calls of a campaign into an overall picture and is included from the Pro plan onwards.
- Objection analysis – The objection analysis shows which objections occur particularly often in the calls of a campaign and is included from the Pro plan onwards.
- Abort reasons – The abort analysis shows why calls end early and helps distinguish avoidable from unavoidable aborts. It is included from the Pro plan onwards.
- Campaign insights – Campaign insights condense the individual metrics of a campaign into a coherent picture and show where the greatest lever for improvement lies. They are included from the Pro plan onwards.
- AI-powered recommendations – AI-powered recommendations evaluate the call results and suggest concrete improvements. They are suggestions that, from the Pro plan onwards, are always applied under manual control.
- Reviewing and applying recommendations – How to review an AI-powered recommendation step by step and deliberately apply or discard it. The manually controlled application is included from the Pro plan onwards.
- Before/after preview – The before/after preview places the current and the proposed state of a campaign side by side before you apply a change. It is included from the Pro plan onwards.
- Versioned changes – Versioned changes record how the configuration of a campaign develops over time and make every applied adjustment traceable. The detailed tracking is included from the Pro plan onwards.
- Cross-campaign analytics – Cross-campaign analytics compare several campaigns with one another and reveal patterns that only become visible across multiple campaigns. They are included from the Power plan onwards.
- Variant comparison – A variant comparison places two or more already-run variants of a campaign side by side and shows which one achieves the better results. It is included from the Power plan onwards.
- A/B tests – An A/B test compares two variants of a campaign under controlled conditions by splitting the calls in a planned way. A/B tests are included on the Enterprise plan.
- Champion/challenger tests – Champion/challenger tests pit a proven variant against new variants with a smaller share; a better challenger can become the new champion. They are included on the Enterprise plan.
- Controlled auto-optimization – Controlled auto-optimization adjusts the share of better-performing variants within defined limits but does not replace your responsibility. It is available only on the Enterprise plan.
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Plans, capacities, call usage, balance and invoices.
- Platform price and call usage – How Nexcal bills on two separate levels: the monthly platform price of the plan and call usage, which is based on connected talk time.
- Starter – The Starter plan at 99 € per month with 3 users, 3 active campaigns, up to 25 concurrent calls, 1 caller ID and standard voices.
- Pro – The Pro plan at 199 € per month with 5 users, up to 15 active campaigns, up to 100 concurrent calls, 1 caller ID and 1 custom voice.
- Power – The Power plan at 499 € per month with 10 users, up to 50 active campaigns, up to 350 concurrent calls, up to 3 caller IDs, up to 3 custom voices and API, webhook and CRM integrations.
- Enterprise – The Enterprise plan from 999 € per month with 25+ users, 500+ concurrent calls, 5+ caller IDs, 10+ custom voices and individual APIs and configurations.
- Active campaigns – How many campaigns can be active at once per plan, what counts as an active campaign and what to do when the limit is reached.
- Users and seats – How many users, or seats, each plan includes, how seats relate to roles and how users are managed.
- Concurrent calls – What concurrent calls mean, how many are possible per plan and how concurrency is shared across campaigns at workspace level.
- Caller IDs – How many caller IDs each plan includes, why several numbers can be useful and that each number must be approved before use.
- Standard and custom voices – The difference between standard voices, available in every plan, and custom voices, whose quota depends on the plan.
- Understanding call usage – How call usage is generated: it is based on connected talk time, recorded to the second and separate from the platform price.
- Which calls are billed? – Which calls are billable: answered production calls are recorded by connected talk time, to the second.
- Which calls are not billed? – Which calls are not billed: unanswered calls as well as calls explicitly classified as preview or test create no usage.
- Preview calls and test calls – What preview and test calls are for, how they differ from production calls and why they are not billable.
- Usage history – How the usage history reflects connected talk time and helps you trace consumption and attribute it to individual conversations.
- Credits and balance – How balance and connected talk time relate and that specific balance rules depend on the individual billing configuration.
- Usage packages – How usage packages provide additional call usage, how they relate to the balance and that terms depend on the billing configuration.
- Plan changes – When a plan change makes sense, what changes in capacities and platform price on upgrade or downgrade, and what to keep in mind.
- Limit reached – The difference between plan capacity limits and limits on call usage, and how to proceed when you see such a message.
- Invoices and payment details – What your billing includes, how the platform price and call usage are reflected in the invoice and where payment details are managed.
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Data processing, consent, retention, export and deletion.
- Privacy overview – An overview of how data protection is organized in Nexcal, which contact, call and documentation data arises and where to find binding legal information.
- Roles of Nexcal and the customer – How responsibility is divided between Nexcal and your company: you decide on contacts and legal basis, while Nexcal processes the data on your behalf.
- Processing of contact data – Which contact data Nexcal processes, where it comes from and to what extent it is used for calls, result assignment and honoring opt-outs.
- Processing of call data – Which call data is created during a call, how metadata, transcript, summary and recording differ and for what purpose they are processed.
- Transcripts and summaries – How the transcript and AI summary are created, how they differ from an audio recording and how their retention and access are governed.
- Recordings – What a recording is, why it is not active by default in Nexcal and which settings and admissibility conditions must come together.
- Recording consent – What recording consent means, why consent can be required and how workspace and campaign settings interact with admissibility.
- Retention rules – Principles of retention in Nexcal: which data types are affected, how the storage period is determined and how deletion and export relate.
- Data export – How data export works, which data is generally affected, who may run it and how it differs from a deletion.
- Account deletion – How account deletion differs from workspace deletion, what you should back up beforehand and what impact deletion has on your data.
- Workspace deletion – What deleting a workspace covers, which data is affected, who may perform it and what you should export and clarify beforehand.
- Subprocessors – How Nexcal handles subprocessors, what the active, optional and planned statuses mean and why the subprocessors list is binding.
- Technical and organizational measures – An overview of technical and organizational measures for website and platform, from TLS encryption and role concepts to backups and incident management.
- Support access – The framework within which Nexcal support accesses your workspace, which principles apply and how to share information securely.
- Do-not-call and opt-out – What do-not-call and opt-out requests mean, how Nexcal helps you honor them and which responsibility lies with you.
- Responsible campaign configuration – Principles for responsible campaign configuration: admissible contacts, data minimization, sensible calling times and honoring opt-out requests.
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Contacting support and solving common problems yourself.
- Contacting support – How to reach Nexcal support through the contact form and what you can check yourself beforehand so your request is handled quickly.
- Sending attachments securely – How to prepare screenshots and example files for support while removing passwords, payment details and unnecessary personal data.
- Company verification stuck – Why company verification does not move forward, which statuses exist and when to resubmit the verification or contact support.
- Caller ID review stuck – How to narrow down at which step the approval of a caller ID is stuck, and what to do with rejected or revoked numbers.
- Campaign will not start – Which requirements Nexcal checks at campaign start, why the start can be blocked and how to fix the cause step by step.
- CSV import fails – Common causes when a CSV import fails, from the header line and character encoding to invalid phone numbers, and how to correct the file.
- Invalid phone number – Why Nexcal marks a phone number as invalid and how to enter numbers correctly in international format with a country code.
- No transcript available – Why a conversation may have no transcript and how transcript, summary and recording differ from one another.
- Appointment could not be booked – Why an appointment could not be booked, which booking statuses exist and how to check the configuration and time slots.
- Integration disconnected – What it means when an integration is disconnected, which causes are common and how to check and re-establish the connection. Integrations are available from the Power plan onward.
- Balance or limit reached – How to tell a reached plan limit from a used-up usage balance and what to do in each case. Usage is measured by connected talk time, to the second.
- Browser and display issues – Quick steps against loading and display problems in Nexcal, from reloading and an up-to-date browser to cache, extensions and zoom level.
- Information to include in a support request – Which details make a support request easier to resolve, including workspace, campaign, time, error message and a securely prepared screenshot.