📞 AI Calling & Routing
- Outbound Caller ID Control – Choose and set outbound caller IDs directly in your org settings.
- Custom IVR Flows – Build and deploy multi-step IVR menus for inbound calls with no code.
🎯 Better Agent Intelligence
- Live Script Variables – Insert dynamic values (like customer name or account balance) into agent scripts during calls.
- Multi-KB Search – AI agents can now search across multiple knowledge bases at once for faster, more accurate answers.
🎧 Audio & Transcript Enhancements
- Filler Word Filtering – Real-time removal of “uh” and “um” from transcripts for cleaner call logs.
- Audio Gain Normalization – Balances caller and agent volume automatically for better listening experience.
🔍 Debugging & Admin Tools
- Call Replay in Dashboard – Play back full audio of any completed call directly in the admin console.
- Environment Variable Editor – Manage app environment variables in the dashboard without redeploying.
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FAQs about this week’s update
Discover Key Insights on AI Calling & Routing Features
To set and manage outbound caller IDs directly within your organization's settings, navigate to the 'Outbound Caller ID Control' section in your admin console. This feature allows you to choose and set the caller IDs that will be displayed when making outbound calls, ensuring consistency and professionalism in your communications.
- Access the 'Outbound Caller ID Control' in your org settings.
- Select the desired caller ID from the available options.
- Save changes to apply the new settings immediately.
By managing your outbound caller IDs effectively, you enhance your organization's brand image and ensure that your calls are easily recognizable to recipients, leading to improved communication and trust with your clients.
To create and implement custom multi-step IVR menus for inbound calls without using code, you can utilize the 'Custom IVR Flows' feature. This tool allows you to build and deploy complex IVR menus directly from your organization's settings, streamlining the process and eliminating the need for programming expertise.
- Access the 'Custom IVR Flows' in your org settings to start building your menu.
- Use the intuitive interface to design multi-step call flows tailored to your business needs.
- Deploy your IVR menu with a few clicks, ensuring seamless integration with your existing call routing system.
By leveraging this no-code solution, you can enhance customer interactions and improve call handling efficiency, ultimately leading to better customer satisfaction and operational effectiveness.
To dynamically insert customer-specific information into agent scripts during live calls, you can utilize the 'Live Script Variables' feature. This allows you to seamlessly integrate dynamic values such as customer names or account balances directly into the scripts, enhancing the personalization and relevance of the conversation.
- Ensure that your CRM or customer database is integrated with your call center software to provide real-time data access.
- Use placeholders in your scripts that are automatically replaced with the relevant customer information during the call.
- Leverage AI capabilities to update and retrieve customer data efficiently, ensuring that agents have the most current information at their fingertips.
By incorporating dynamic variables into agent scripts, you not only improve the customer experience through personalized interactions but also empower agents with the information they need to resolve issues more effectively, leading to increased customer satisfaction and operational efficiency.