Question 1

What is CallBase?

Accepted Answer

CallBase is an AI-powered phone assistant platform specifically designed for small and medium-sized businesses in Germany. Our service allows you to automatically answer calls, respond to customer inquiries, and schedule appointments – 24/7, without you needing to be on the phone yourself.

Question 2

Who is CallBase for?

Accepted Answer

CallBase is ideal for small and medium-sized businesses in Germany looking to make their phone communication more efficient. Our service is particularly suitable for businesses such as restaurants, medical practices, dentists, craft businesses, and other local service providers who regularly receive calls from customers and want to improve their availability.

Question 3

How do I create an account?

Accepted Answer

Creating an account is simple: Click the "Sign Up" button on our website, enter your email address, and choose a secure password. Then follow the instructions to verify and set up your account. Within a few minutes, you can start configuring your AI assistant.

Question 4

How quickly can I set up CallBase?

Accepted Answer

You can set up CallBase within minutes. After registration, we'll guide you through a simple process to configure your AI assistant and select a phone number. Most customers are up and running within 10-15 minutes.

Question 5

How does my phone assistant receive my calls?

Accepted Answer

After setting up, you will receive a dedicated German phone number for your AI assistant. You can forward your existing business number to this new number, or share the new number directly with your customers. This way, all relevant calls go directly to your AI assistant.

Question 6

How do I set up call forwarding for my agent?

Accepted Answer

If you wish to continue using your existing phone number, you can forward calls to your callbase.eu assistant. This is often the most intuitive method. You can find detailed instructions for various phone types and providers in Germany in our call forwarding setup guide.

Question 7

How does the pricing work and what do I need to get started?

Accepted Answer

We use a transparent pay-as-you-go model. You pay 29 cents per minute of call time and €5 monthly for your German phone number. To use your account and activate a phone number, please ensure your balance covers at least the first month's fee for the phone number (€5). You can top up your balance manually (minimum €5). If you wish to set up automatic top-ups, the minimum amount for this is €25. There are no hidden fees or long-term contracts. If you anticipate high call volumes, please contact us at info@callbase.eu to discuss potential discounts.

Question 8

What payment methods are accepted?

Accepted Answer

Currently, we accept credit card payments.

Question 9

How does the actual billing of my balance work and what are the minimum top-up amounts?

Accepted Answer

You can top up your balance manually via credit card at any time. The minimum amount for a manual top-up is €5. If you wish to set up the automatic top-up feature: once your balance falls below a threshold you set, it will be automatically replenished by an amount of your choice. The minimum amount you can configure for this automatic top-up is €25. You will receive detailed invoices for all top-ups and usage-based charges (call minutes, phone number fees).

Question 10

Where can I find my invoices?

Accepted Answer

All invoices are available in your dashboard under the "Billing" section. There, you can view your payment history, download invoices, and manage your payment methods.

Question 11

Where is my data stored?

Accepted Answer

We primarily use EU-based services and ensure that all our data, especially call data, is stored exclusively in the EU. Specifically, your data is hosted in Frankfurt, Germany, to comply with the highest GDPR standards.

Question 12

Can the AI only receive calls or also make calls?

Accepted Answer

Currently, our AI assistant can only receive calls. The ability to make calls is planned for future updates. We are initially focusing on providing the best possible experience for incoming calls.

Question 13

How does call forwarding work?

Accepted Answer

With Callbase, you can intelligently forward calls to your employees. Define rules for when a call should be forwarded – for example, for complex inquiries requiring human intervention, or if a caller explicitly wishes to speak to an employee. This ensures every concern is handled efficiently.

Question 14

Which calendars and appointment scheduling tools are supported?

Accepted Answer

Callbase seamlessly integrates with Cal.com for appointment scheduling. This allows us to support a wide variety of common calendar systems such as Google Calendar, Apple Calendar, and Microsoft Outlook. Meetings can be booked directly for platforms like Google Meet, Zoom, and Microsoft Teams. Furthermore, synchronization and direct appointment booking in CRMs like HubSpot, Pipedrive, and Salesforce are possible.

Question 15

Can Callbase be integrated with other systems like Zendesk, Shopify, or my CRM?

Accepted Answer

Yes, our team of experts can assist you in connecting Callbase to a wide range of systems. This includes customer service platforms like Zendesk and Intercom, e-commerce solutions like Shopify, as well as advanced integrations with CRMs like Salesforce and HubSpot to map custom workflows.

Question 16

How can I customize the AI assistant and provide it with company information?

Accepted Answer

You can configure your AI assistant through our dashboard. There, you define scripts, frequently asked questions, and specific instructions for the assistant. You can also provide information about your services, opening hours, and other relevant company details so that the assistant can give accurate and helpful answers.

Question 17

What happens if the AI makes mistakes?

Accepted Answer

We continuously work to minimize errors, and the better your instructions are, the less likely errors will occur. In rare cases, the AI may still make mistakes. For such situations, we offer call forwarding capabilities, allowing you to specify that in certain cases, the call should be forwarded to a human employee.

Question 18

Do callers realize they are speaking to an AI?

Accepted Answer

Under the EU Artificial Intelligence Act (EU AI Act), users must be informed if they are interacting with an AI system, effective August 2, 2025. For phone assistants, it's often not obvious it's an AI, so clear disclosure is required. Your AI assistant should therefore identify itself as such.

Question 19

Does the service work in German?

Accepted Answer

Yes, our service is fully optimized for the German market and supports the German language in all its nuances. Your customers will experience natural and fluent communication.

Question 20

Where can I find the documentation?

Accepted Answer

Comprehensive documentation and further assistance can be found in our Help Center, which is directly accessible via your dashboard. There we explain in detail all functions and setting options of CallBase.

Question 21

Can I contact you if I have further questions?

Accepted Answer

Of course! If you cannot find the answer to your question here or have specific concerns, please do not hesitate to contact us. You can reach us by email at info@callbase.eu. We are happy to help.

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