CloudCall Companion (C3) user guide
A purpose-built AI service that brings conversation intelligence into your daily workflow — briefing you before the call, guiding you through it, and handling the admin the moment you hang up.
Intelligence, right where you already work
CloudCall Companion ("C3") surfaces the right insight at the right moment across the entire call lifecycle: preparing before you dial, guiding you in the conversation, and completing the admin the instant you hang up. C3 is built natively into the CloudCall o1 softphone and integrates with your CRM — there's nothing new to learn, no separate platform to log in to, and no data to export. Intelligence appears exactly where your team already works.
Before you begin — prerequisites
C3 requires your account to have call recording enabled and transcription services activated. Companion features won't appear until both are switched on. C3 is a paid add-on for CloudCall Pro and Advanced plans — your CloudCall rep can confirm your entitlement and enable users.
Getting started
Getting your team up and running takes only a few steps. Most of the setup is handled once, at the account level, by your CloudCall Accounts team.
- Confirm your subscription. Make sure your account is on a Pro or Advanced plan with the Companion (C3) add-on enabled.
- Enable the prerequisites. Your administrator switches on call recording and transcription for the relevant users or teams.
- Assign user access. Administrators grant the C3 Call permission to agents and the C3 Insights permission to supervisors from the admin settings.
- Sign in as normal. Users log in to the CloudCall o1 softphone — C3 features appear automatically inside the screens they already use.
- Make your first call. C3 begins generating historical signals, briefings, in-call guidance, and post-call summaries from the very first recorded, transcribed call.
Tip
No installation is required on the agent's side. Because C3 is embedded in the CloudCall o1 softphone, enabling it for a user is all that's needed — the experience simply switches on inside the softphone and CRM.
Pre-call — know before you dial
As you open a contact or prepare to dial, C3 assembles everything you need to walk in prepared — no manual research required. When C3 is enabled, every contact shows a C3 icon; clicking it opens the pre-call panel.
How to open the pre-call panel
- From the contact's menu, click the C3 icon.
- Historical signals are returned automatically for that contact.
- To dig deeper, click any of the insight chips — Summary, Sentiment, Activity, or Last touch.
- C3 builds a prompt from your selection, which you can edit before submitting — the response can be copied or downloaded.
- Build your call plan by selecting the Call plan button — fill it in manually or auto-populate it from a template — then save it to the contact.
In-call — stay in the conversation
Once you've initiated the call from the pre-call panel, the in-call panel is reachable any time by clicking the pulsing AI Assist button. C3 keeps your context and plan in view so you can focus on the customer, not your keyboard.
Post-call — zero-admin follow-through
The moment you hang up, the admin is already done. C3 automatically turns the full transcript into structured, CRM-ready output.
Where to find it later
To access a previously created post-call insight, open the call details for that call in the softphone and look for AI Companion Insights. Your existing CRM deeplink for the call activity also now includes it.
Creating call plan templates
Admins can create call plan templates that agents select automatically before making a call. Each template includes a name, call type, and structured guidance fields — giving agents a consistent, pre-built guide to follow during live calls.
- Navigate to the settings page.
- Click on C3 Call plan template.
- Click Create New to build a template, or use the edit / delete buttons to manage an existing one.
C3 Insights for supervisors
C3 Insights will give team leaders a dedicated, team-wide view of call intelligence — the whole team's performance without sitting in on a single call. It's not available yet, but here's what to expect.
Time back, cleaner data, better conversations
For the business
- Faster outcomes — better-prepared agents convert calls into next steps more consistently.
- Improved CRM data quality — AI auto-notes eliminate manual entry errors and omissions.
- Scalable coaching — supervisors gain insight from real conversation data, not just activity metrics.
- Reduced admin overhead — agents spend more time on revenue-generating activity.
- Risk & compliance — full call capture and AI-structured records support audit and governance.
For the agent
- Walk in prepared — every call starts with full relationship context and a clear plan.
- Stay in the conversation — C3 handles the background so you can focus on listening.
- Never miss a follow-up — action items and next steps are captured automatically.
- Build stronger relationships — sentiment and history help tailor each interaction.
- Zero post-call admin — notes are generated and synced the moment the call ends.
For the supervisor
- Real-time team visibility — call volume, sentiment, and talk ratios across the team in one view.
- Data-driven coaching — identify training opportunities from actual conversation evidence.
- Proactive quality management — flag agents who need support before it affects results.
- Natural-language reporting — query team activity in plain English; no waiting.
Frequently asked questions
What exactly is C3 AI Companion?
C3 is an AI service embedded in CloudCall o1 that adds conversation intelligence to your calls — pre-call briefings, in-call guidance, automatic post-call summaries, and (coming soon) a supervisor insights dashboard. It works inside the softphone and with your CRM, so there's nothing separate to open.
What do I need before C3 will work?
Your account must have call recording enabled and transcription activated, and your user must have the relevant C3 permission (C3 Call for agents or C3 Insights for supervisors). C3 features won't appear until these prerequisites are in place.
Do agents need to install anything?
No. Because C3 is built natively into CloudCall o1, there's no separate app or plugin to install. Once a user is enabled, the experience switches on inside the screens they already use.
Which calls generate C3 insights?
Only calls that are recorded and transcribed. If a call isn't recorded or transcribed, C3 can't generate a briefing, summary, or sentiment for it.
Where do the post-call notes go?
C3 generates a structured summary, key insights, and action items, and syncs them automatically to the call details/CRM via deeplink — no manual copying required.
Can I still edit the AI-generated notes?
Yes. C3 produces a structured draft to save you time; the call record remains yours to review and adjust before or after it syncs.
Is C3 included in my plan?
C3 is a paid add-on available to customers on CloudCall Pro and Advanced plans. Your administrator or CloudCall account manager can confirm pricing and entitlement for your organization.
How do we turn C3 on for more users?
Your CloudCall administrator assigns the C3 Call or C3 Insights permission to additional users from the admin settings, provided recording and transcription are enabled for them.
Is our data used to train your AI?
Insights and analysis specific to your company's data are not shared with any external AI entity, and are not shared across CloudCall customers — each company's insights remain unique. CloudCall may use aggregated, anonymized usage information to improve its services, in a way that does not identify individual customers, users, or their data.