Make your agents more capable. This section covers natural conversation enhancements, call handling features, post-call analysis, knowledge bases, and integrations. What you’ll learn: Ambient noise, fillers, backchannel, noise suppression, call transfers, IVR detection, pre-conversation media, language switching, and more.Documentation Index
Fetch the complete documentation index at: https://docs.blackbox.dasha.ai/llms.txt
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Voice & Conversation
Ambient Noise
Add realistic background sounds. Eliminates uncanny silence and makes conversations feel natural.Fillers
Insert verbal pauses like “um” and “let me think” during processing delays.Backchannel
Enable acknowledgment sounds like “mm-hmm” and “I see” while callers speak.Talk First
Configure your agent to speak first when calls connect. Control opening greetings and timing.Language Switching
Allow dynamic language switching mid-conversation for multilingual customers.Noise Suppression
Filter background noise from incoming audio using Krisp-powered AI. Improve speech recognition in noisy environments.Call Handling
Call Transfers
Transfer calls to human operators:- Warm transfer — Context handoff with agent briefing
- Cold transfer — Direct routing without context
- HTTP transfer — Webhook-based dynamic routing
Max Call Duration
Set automatic time limits for cost control and resource management.Silence Management
Handle caller silence with configurable reminders and timeouts.IVR Detection
Detect automated systems and voicemail. Leave messages or navigate menus automatically.Pre-Conversation Media
Play audio when calls connect — compliance disclosures, branded greetings, or hold music before the agent speaks.Intelligence & Analysis
Post-Call Analysis
Extract structured data from transcripts — sentiment, outcomes, and custom fields.Knowledge Base
Connect to knowledge bases for accurate information retrieval and reduced hallucinations.Integration
Tools & Functions
Enable agents to perform actions — CRM lookups, appointment scheduling, order status checks.Webhooks
Receive real-time notifications for call events and enable dynamic configuration.MCP Connections
Connect to external MCP servers for standardized tools and data sources.WebSockets
Real-time bidirectional communication for live monitoring and dynamic control.Next Steps
Ambient Noise
Add realistic background sounds
Call Transfers
Route calls to human operators
Post-Call Analysis
Extract insights from conversations
Knowledge Base
Ground responses in your data