> For clean Markdown of any page, append .md to the page URL.
> For a complete documentation index, see https://docs.aura.konceptservices.com/llms.txt.
> For AI client integration (Claude Code, Cursor, etc.), connect to the MCP server at https://docs.aura.konceptservices.com/_mcp/server.

# How calls work

> Learn how your Aura agent answers calls automatically using artificial intelligence.

## Your agent answers calls for you

When you activate calls in Aura, your virtual agent becomes a phone assistant for your business. It works in a very simple way: you forward your phone calls to the number provided by Aura, and the agent takes care of answering them.

The agent holds a natural conversation with the caller, just like an employee would. It uses artificial intelligence to understand what the customer needs and respond appropriately.

## What the agent can do during a call

#### Manage reservations

The agent can check availability, create new reservations, and confirm appointments, all during the call.

#### Answer questions

Using the knowledge base you have set up, the agent answers questions about your business, services, hours, and more.

#### Create support tickets

If the customer has an issue that requires follow-up, the agent can log a support ticket for you to review later.

#### Escalate to a human

If the situation calls for it, the agent can transfer the call to a real person to assist the customer directly.

## How calls are billed

Calls consume **credits** from your account. The cost is calculated per minute of conversation: the longer the call, the more credits are consumed.

> **Info**
>
> Credits included in your plan are used first. If they run out, you can use the available balance in your wallet or top up additional credits.

## Test calls

While you are setting up your agent, you can make test calls to verify that everything works correctly. Test calls have a reduced cost: they **consume only 50% of the credits** compared to a regular call.

> **Tip**
>
> Take advantage of test calls to fine-tune the voice, conversation flow, and instructions of your agent before putting it into production.