Telephony should connect with the work itself: the customer, case and responsible team. Brezel plans communication for people and agents within the same business context.
Calls with colleagues and customers are intended to connect with messages, documents and tasks. Starting a conversation would belong to the work context rather than rebuilding it in a separate phone application.
This requires suitable telephony integrations. Existing numbers, providers, availability and specific calling features are not confirmed components of today’s Cloud package.
This diagram explains the relationship. It is not a live view or a commitment to future features.
One goal is to reach your personal assistant by voice: discuss a task or pick up a case while the assistant uses approved information within the appropriate boundaries.
Voice interaction must not grant extra permissions. Identity and authorisation need to be established for calls too. An available phone number or bookable voice feature is not currently promised.
The vision includes incoming calls governed by defined rules and outgoing calls on behalf of an authorised person. An agent could collect missing case information or record an enquiry.
It would not have unrestricted authority to make binding commitments or contact arbitrary people. Assignment, permitted content, boundaries, human escalation and required approvals must be defined in advance. All examples are future scenarios.
The OS Story envisages conversation history and possible transcripts linked to cases, allowing relevant outcomes to become tasks or reviewable drafts. A call could therefore act as an input to the signal model.
Recording and transcription must not be assumed by default. Legal conditions, participant information, required consents, access and retention need assessment before implementation. This page does not describe recording or processing already in operation.
Telephony is described in the source material as a development topic. Voice agents, direct assistant calls, phone numbers and calling features do not yet have committed launch dates, prices or included allowances.
Brezel Cloud and on premise are today’s offerings. You can discuss future telephony use cases with us; this is a needs discussion, not an order for an available calling feature.
AI support for real tasks. Within your rules. With people remaining responsible.
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