Help with your customer area

Your customer area is in English. This guide explains each menu and walks you through it step by step. Inside the customer area, the help assistant (bubble at the bottom right) also answers your questions, in writing or out loud.

Open my customer area

PermanenceAI help

In English · text or voice

Where do I add minutes?

At the top right, open your profile menu and click Add credits. Choose a top-up: credit never expires.

And how do I put the agent on my website?

Open your agent in Assistants, under Web widget: turn it on, then copy the code provided. Shall we do it together?

Common tasks, step by step

Create your first voice agent

Go to Assistants, then Create.
General: choose Receive phone calls or Make phone calls, then enter a name and the time zone.
Voice & speech: set the language to English, then choose a voice and listen to it.
Brain & prompt: describe your business and what the agent should and should not do. The writing assistant (AI Prompt Editor) can write it for you.
Greeting: the first sentence the agent says.
Click Create assistant, then Test assistant to talk to it from your browser.

Add your information (knowledge base)

Go to Knowledge base, then create a base.
Add a document: a PDF, a text file or the address of a page on your website.
In your agent, under Knowledgebase, select this base.

Receive calls on your number

The simplest way: buy a number in Get new phone number, then select it in the agent (General → Phone number).
To keep your current number: ask your carrier to forward calls to this new number.
If you already have Twilio, Telnyx or a SIP phone system: go to Your phone numbers, then import or SIP (Assistant plan and above).

Let the agent book appointments

In the agent, go to Tools & actions.
Add the calendar integration (Cal.com or Calendly, which are themselves linked to your Google or Outlook calendar) and connect your account.
State in the prompt when the agent should offer an appointment.

Transfer a call to yourself

In the agent, under Tools & actions, add Call transfer.
Enter your number and when to transfer (emergency, caller asks for a person…).

Put the agent on your website (widget)

In the agent, under Web widget: turn on the widget, choose voice and/or chat, colours and text.
Copy the code provided and paste it before the </body> tag of your website (or ask your web developer).

Run an outbound call campaign

Create an agent in Make phone calls mode.
Go to Leads: import your contacts (CSV file); only call people who have given their consent.
Go to Campaigns: create the campaign, choose the agent, the contacts and the calling hours, then start it.

Send call results to your tools

In the agent, under Webhooks & channels: enter the address that should receive each completed call.
Or use Automate platform to send summaries to Google Sheets, your CRM, Slack, an email… (Assistant plan and above).

Add minutes or change plan

For a one-off need: Add credits and choose a top-up. Credit never expires.
If you often go over: Change plan; the next plan up is cheaper per minute.

Manage your trial, billing and invoices

The trial starts when you choose your first plan in Change plan: 14 days free, 30 minutes included, nothing charged during the trial.
Billing info: payment method, downloadable invoices and subscription management.
To pay nothing, cancel from Billing info before the 14 days are up.

The customer area menus, explained

Menu	In plain terms	What it’s for
Dashboard	Dashboard	Overview: calls this month, minutes used, results.
Assistants	Voice agents	Create, edit and test your agents (reception, callbacks, support).
Calls history	Call history	Every call with its recording, transcript, summary and extracted data.
Knowledge base	Knowledge base	Documents and web pages the agent refers to during calls.
Mid call tools / MCP	In-call tools	Actions the agent triggers live: send a request to your CRM, check a piece of information…
Blacklist	Block list	Numbers that must never be called.
Campaigns	Campaigns	Outbound calls to a contact list (reminders, follow-ups, booking appointments).
Leads	Contacts / prospects	Imported or created contacts, with their status.
Inbox	Inbox	All written conversations in one place: web widget, WhatsApp, SMS, Messenger, Instagram.
Channels → WhatsApp / Messenger & Instagram	Channels	Connect your messaging accounts.
Get new phone number	Get a number	Buy a dedicated number (optional, paid monthly, price shown before you buy).
Your phone numbers	Your numbers	Your numbers, Twilio / Telnyx import and SIP connection.
Automate platform	Automations	No-code flow builder connected to over 300 tools (Assistant plan and above).
Change plan	Change plan	Move up or down a plan.
Add credits	Add credit	Buy a minute top-up; credit never expires.
Billing info	Billing	Payment method, invoices, subscription and cancellation.
Limits	Limits	What your plan allows: agents, simultaneous calls, features.
API Keys	API keys	Connect your own software (Call Centre plan).
My profile / Security	Profile / Security	Your details, password and two-factor authentication.

Short glossary

Inbound / Outbound — Inbound / outbound: Calls received / calls made by the agent.
Prompt — Prompt: The text that describes the agent’s role and rules.
Pipeline / Speech-to-speech / Dualplex — Engine: The voice technology. Leave it on Pipeline if you are unsure: it is the recommended setting.
Post-call evaluation — Post-call analysis: The information automatically extracted from each call (name, need, appointment…).
Variables — Variables: Custom fields such as {{customer_name}}, filled in for each contact.
Voicemail — Voicemail: What the agent does if it reaches a voicemail.
Credits — Credit: 100 credits = $1. Used for extra minutes and messages (WhatsApp, SMS).

A question that isn’t covered here? Email contact@permanenceia.com or request a callback from the contact page.