Welcome to Tronic Cloud Voice AI

Getting your account

How a Tronic Cloud account is created, and what you get on day one.

If someone has already set your account up for you, skip ahead to Logging in. To sign up yourself, go to portal.troniccloud.com.au and click Register.

The form asks for:

• Individual or Business — pick whichever matches how you’ll be invoiced.
• Your name, date of birth and phone number.
• Your email address. Use a real business address — throwaway addresses are rejected, and this becomes your login.
• Your address, with the option to give a different billing address.
• Preferred phone area code (optional) — 02, 03, 07 or 08, if you want your number to look local to a particular state. Leave it on No preference and we’ll assign any available Australian number.

1. Logging in

How to get into your Tronic Cloud dashboard the first time and after.

1 Open your welcome email and set a password

When your account is created you receive an email titled “Welcome to Tronic Cloud — your phone number is ready”. Click the secure link inside to choose your password. After that, you log in any time with your email address and password.

Forgotten your password?

Click Forgot Password? on the login page, or use “Or sign in with an emailed link” to get a fresh one-click link. Sign-in links are single use and expire after a short time, so request a new one rather than re-using an old email.

2. Your dashboard

The overview page you land on after logging in.

2 Get your bearings

The menu on the left (highlighted) is how you move around the dashboard. The main area shows your call activity, usage and costs at a glance. Don’t worry if your numbers are all zero to start — they fill in once calls come through.

What’s in the menu

• Core — Analytics (this page), Reports, Call History, Chat History, Recording/Egress, Tools, Knowledge Base, Voice Agents and Chatbot Agents.
• Telephony — SIP Trunks, Dispatch Rules and Phone Numbers: the plumbing that connects real phone calls to your agents.
• Testing — the Agent Tester, for trying an agent in your browser.
• Account — Billing and your Account details.

Across the top you’ll find a date-range picker, an Export button, this User Guide, Help, and your account menu (with Log out) on the far right.

3. Your phone number

Where to find the phone number that was set up for you.

3 Open Phone Numbers to see your number

Click Phone Numbers in the menu (under Telephony). Your dedicated number is listed here — this is the number callers ring to reach your agent. The small icon beside it copies it to your clipboard. Your number was also included in your welcome email.

4. Create your first agent

Your “agent” is the AI that answers the phone and talks to callers.

4 Open Voice Agents and start a new agent

Click Voice Agents in the menu, then the green Create Agent button (top right).

4b Give it a name, a greeting and instructions

Tell the agent who it is and how to behave:

• 1 — Agent Name: a name for your own reference.
• 2 — Initial Greeting: the first thing it says when it answers a call.
• 3 — System Prompt: its instructions — its role, what it should do, and any rules to follow.

The other tabs (Behavior, Speech Recognition, Voice, Advanced) let you choose the voice and AI models, but sensible defaults are already selected — you can leave them as-is to start. When you’re ready to tune them, see Voice Agents below.

5. Start the agent

5 Click the green Start button

On the Voice Agents list, find your agent and click the green Start button. Its status changes to RUNNING. If an agent is stopped, the dashboard shows a yellow reminder (top) — that’s your cue to start it.

Running vs stopped. A running agent is standing by to answer calls. A stopped agent isn’t — callers will hear ringing with nothing answering. Running an agent costs nothing on its own; you’re only charged for the calls it actually handles, so there’s no reason to stop it between calls.

6. Point your number at it

Connect your phone number to the agent so incoming calls reach it.

6 Open Dispatch Rules and choose your agent

Go to Dispatch Rules (under Telephony). A rule for your number is already set up for you — click the pencil to open it, then:

• 1 — Agent Name: choose the agent you just started.
• 2 — Auto-Record Calls: tick this if you want calls recorded (optional).

Click Save. Your number now sends calls to that agent.

7. Make a test call

Ring your number from any phone and talk to your agent.

7 Call your number

Dial your Tronic Cloud number (the one on the Phone Numbers page) from your mobile. Your agent should answer within a few seconds with the greeting you set. Every call then appears in Call History with a transcript, summary and (if you turned on Auto-Record) a recording.

Nothing answered? Work through these in order: is the agent RUNNING (Step 5)? Does the dispatch rule point at that agent (Step 6)? Is your credit above the minimum (see Billing Overview)? There’s a fuller checklist in Troubleshooting.

8. Try it in the browser

Prefer not to use a phone? Test the agent right inside the dashboard.

8 Use the Agent Tester

Open Agent Tester (under Testing) to chat or talk to your agent right in the browser — handy for trying changes before they go live:

• 1 — Select Agent: choose the agent to test.
• 2 — Mode: pick Text (type) or Voice (use your microphone).
• 3 — Connect: start the test session.

The agent must be started (Step 5) to respond.

Voice Agents

A closer look at the agent editor and the settings you’ll use most.

The agent editor has five tabs. You only need the first one — everything else has a sensible default. Work left to right as your needs grow.

Identity tab — who the agent is

Three fields do most of the work:

• Agent Name — for your reference only; callers never hear it.
• Initial Greeting — the exact words the agent opens with. Keep it short and say who you are: “Good morning, you’ve reached Acme Plumbing, how can I help?”
• System Prompt — the agent’s standing instructions. This is where most of your effort goes.

Writing a good System Prompt

Think of it as briefing a new receptionist on their first morning. Cover:

• Who they are — “You are the after-hours receptionist for Acme Plumbing.”
• What they’re for — the two or three things a caller usually wants.
• What to collect — name, callback number, suburb, nature of the job.
• The rules — what they must never promise (prices, arrival times), and when to take a message instead of guessing.
• How to sound — brief and warm; one question at a time.

You can also use dynamic variables in the greeting or prompt — for example {{user_number}} is replaced at call time with the caller’s phone number, so the agent can refer to it without asking.

Behavior tab — the agent’s brain

This is where you choose the AI model that does the thinking, and how it behaves mid-conversation.

• Provider and model — the default is chosen for speed, because on a phone call a slow answer feels worse than a slightly less clever one. Only change it if you have a reason to.
• Fallback models — you can nominate up to two backups. If the main AI provider has an outage, calls automatically continue on a backup instead of failing.
• Conversation dynamics — how quickly the agent decides you’ve finished speaking, and whether a caller can interrupt it mid-sentence. Allowing interruptions feels much more natural on the phone.

Speech Recognition tab — how the agent hears

Controls how the caller’s speech is turned into text.

• Provider and model — the transcription engine.
• Language — set this to the language your callers actually speak; it makes a bigger difference to accuracy than any other setting here.
• Audio input settings — how the agent detects speech versus silence and background noise.

Voice tab — how the agent sounds

Pick the speaking voice. Providers offer different voices with different accents and energy levels. Australian callers generally respond best to an Australian or neutral English voice. Preview a few before settling — this is the single most noticeable thing about your agent.

Advanced tab — conversation feel and safety valves

Optional, but this is where several genuinely useful controls live:

• Silence behaviour — what the agent does when nobody is talking: prompt the caller, then eventually end the call politely rather than holding an empty line open.
• Outbound call detection — recognises voicemail and phone menus on calls your agent places.
• Resource limits — caps such as maximum call length. Worth setting: it stops a stuck call quietly running up charges.
• Agent handoffs — pass a caller from one agent to another, either announced or silently.
• Data extraction fields — tell the agent to pull specific details out of every call (name, callback number, job type). These then appear on the call record, so you don’t have to read transcripts to find them.

Chatbot Agents

Text-based AI chat agents for your website.

A chatbot agent is the same idea as a voice agent, answering typed questions on your website instead of the phone. It can use the same knowledge base and the same tools.

The editor tabs

• General — name and basic details.
• LLM & Prompt — the AI model and the system prompt, exactly like a voice agent’s Identity and Behavior tabs combined.
• Widget — how the chat bubble looks on your site: colours, position, the launcher icon and the welcome message.
• Session — how long a visitor’s conversation is remembered.
• Domains — which websites are allowed to show this widget. Set this; it stops anyone else embedding your agent on their own site.
• Embed Code — the snippet you paste into your website.

Putting it on your website

Open the Embed Code tab, copy the snippet, and paste it into your website’s HTML just before the closing </body> tag. If you use WordPress, Squarespace, Wix or similar, look for a “custom code” or “footer scripts” box in the site settings and paste it there. Save, then reload your site — the chat bubble appears in the corner.

Knowledge Base

Give your agent documents to answer from (prices, policies, FAQs).

Without a knowledge base, your agent only knows what’s in its system prompt. With one, it can answer from your actual documents — and say “I don’t know” instead of making something up.

How to set one up

1. Create a collection — a folder for one topic, e.g. “Service pricing” or “Warranty policy”.
2. Upload your documents into it.
3. Attach the collection to your agent in the agent editor. This step is the one people forget — uploading alone doesn’t change the agent’s answers.
4. Test it in the Agent Tester by asking a question the document answers.

Tools

Let your agent do things — transfer a call, hang up, or send details to your systems.

The Tools page has two tabs: Agent Tool Assignments (which tools each agent is allowed to use) and Webhooks (connections you create yourself).

Built-in tools

• Transfer the call — hand the caller to a real person on another number. This is the one most businesses want first.
• End the call — let the agent hang up politely when the conversation is genuinely finished.

Webhook tools — connecting your own systems

A webhook lets the agent send information to any system with a web address — your CRM, a booking system, a spreadsheet, or an automation service. When you create one you set:

• Name and description — the description matters, because it’s how the agent decides when to use the tool. Write it as an instruction: “Use this to book a service appointment once you have the customer’s name, phone number and preferred day.”
• URL and method — where to send it.
• Parameters — the pieces of information the agent should collect and pass along, each with a plain-English description.

There’s a Test button — use it before putting the tool live, so you find problems in the dashboard rather than on a real call.

SIP Trunks

The carrier connection your calls travel over.

A SIP trunk is the link between the phone network and your agents. Yours is already set up — it was created with your account, along with your phone number and dispatch rule. For most clients this page is just somewhere to confirm the connection exists.

Setup Wizard — bringing your own carrier

If you already have phone numbers with another provider and want to use them with your agents, you don’t have to move them. The Setup Wizard button walks you through connecting your existing carrier instead. It creates the inbound trunk, the outbound trunk and the dispatch rule for you in one go.

The wizard has six steps:

1. Provider — choose from Tronic Cloud, Breeze Connect, Twilio, Telnyx, Vonage, Plivo, Cloudonix or Vobiz, and give your trunks a name.
2. Portal Setup — what to collect from your provider before continuing, with a link straight to their portal and a full setup guide.
3. Credentials — the username and password your provider issued you.
4. Allowed IPs — which addresses may send calls to you.
5. Numbers — the phone numbers you want to bring across.
6. Confirm — review, then create.

Breeze Connect

If you’re a Breeze Connect customer, choose Breeze Connect at step 1 to use your existing trunk and numbers. Most of the configuration is filled in for you — you only need the username and password Breeze Connect issued you, plus your assigned numbers. Step 2 gives you two links: Open Breeze Connect Portal to fetch those details, and Open full setup guide for the complete walkthrough.

Dispatch Rules

The routing that decides which agent answers which number.

A dispatch rule is the link between a phone number and an agent: “calls to this number are answered by that agent.” One was created for you when your account was set up — you just need to point it at the agent you want (see Step 6).

In the edit dialog you’ll find:

• Agent Name — which agent answers calls on this number.
• Auto-Record Calls — whether calls on this number are recorded.

Changes take effect on the next call — there’s nothing to restart.

Phone Numbers

The number (or numbers) connected to your account.

Your Australian number was assigned when your account was created and appeared in your welcome email. This page is where to find it again, and the copy icon beside it puts it on your clipboard.

Need another number, or one in a different area code? Email support@tronic.com.au and we’ll add it to your account. If you already own numbers with another carrier, the Setup Wizard can bring those across instead.

Agent Tester

Talk or type to your agent in the browser before it goes live.

The fastest way to iterate. Change the system prompt, test it here, change it again — no phone required.

• Text mode — type and read replies. Best for checking what the agent knows and how it words things.
• Voice mode — speak through your computer’s microphone. Best for checking how it sounds and how it handles interruptions. Your browser will ask for microphone permission the first time.

The agent must be running to respond — if it isn’t, start it on the Voice Agents page first.

Your Overview page

The landing page, and the tabs across the top of it.

At the top you’ll find a date-range picker (Today, this week, and so on) and a Refresh control. Everything below responds to the range you pick, so if the page looks empty, widen the range first.

• Overview — the headline numbers: calls, minutes, answer rate, average duration, running agents and overall sentiment.
• Calls & Rooms — call volume over time.
• Latency — how quickly your agents respond. Lower is better; this is the number to watch if callers say the agent feels slow.
• AI Insights — themes and sentiment drawn from your conversations.
• Agents — the same figures broken down per agent, so you can see which one is doing the work.
• Media — audio quality measures.
• Telephony — the phone side: connection and completion rates.

Call History

Every call, with duration, cost, transcript, summary and recording.

This is the page you’ll live in. Every call your agents handle lands here within moments of hanging up.

Finding a call — the filters

Search by phone number, or narrow by agent, direction (inbound or outbound), date range, status, health, or the AI model used. The × beside the Search button clears everything.

What each column means

• Time — when the call started, in your local time.
• Duration — how long it lasted.
• Call ID — the reference to quote if you contact support about a specific call.
• From / To — the caller and the number they rang.
• Direction — inbound (someone rang you) or outbound.
• Agent — which agent handled it, and the AI model it used.
• Cost — what that call cost you. ACTUAL means it’s a final figure.
• TTFB — “time to first byte”: how quickly the agent started replying. A rough speed indicator.
• Health — a 0–100 score for how technically smooth the call was. It measures responsiveness, not whether the agent gave good answers.
• Transcript — opens the conversation.

Tick the boxes on the left for bulk actions, and use Export to download the filtered list as a spreadsheet.

The call detail view

Click any row to open it. Three tabs across the top: Overview, Conversation (the full transcript, turn by turn) and Summary (an AI-written précis of what happened and what was agreed).

The Overview tab shows:

• Recording — play it in the browser or download it (if Auto-Record was on).
• Call Cost — broken down by component, with the total and an effective per-minute rate. View per-model breakdown shows the detail.
• Metrics — response times and audio quality for that specific call. Useful evidence if you ever need to report a problem.

Chat History

Conversations handled by your website chat agents.

The chat equivalent of Call History. Every conversation a visitor has with your website widget appears here, with the same filtering and export options.

Filter by agent or date, click any row to read the full exchange, and export the list when you need it outside the dashboard. If this page is empty but your widget is live, check the Domains tab of the chatbot editor — the widget only runs on the sites you’ve allowed.

Recording / Egress

Play back and download your call recordings.

You can also reach a call’s recording directly from its call detail page, which is usually quicker when you’re chasing one specific conversation.

Reports

Automated email summaries of your call activity.

Rather than logging in to check, have the dashboard email you. Reports can go out after every call, or on a schedule such as a daily wrap-up each evening.

Creating a report

• Type — a per-call report (sent after each call) or a summary over a period.
• Agents — all of them, or just the ones you care about.
• Schedule — when it sends.
• Recipients — the email addresses it goes to. You can send to several people.

Billing Overview

Your balance, this month’s usage, and recent activity.

Tronic Cloud is pre-paid. You hold a credit balance, and calls draw it down as they happen — so there’s no end-of-month invoice to be surprised by, but there is a balance to keep an eye on.

The page also shows Usage This Month (calls placed, total minutes and spend) and Recent Activity — the last handful of charges, so you can see at a glance what’s been drawing your balance down.

Call Charges

An itemised cost for each call.

How a call is priced

Each call is made up of several separately-metered pieces:

• Speech recognition — turning what the caller says into text, charged by the minute.
• The AI model — the thinking, charged by the amount of text processed.
• The voice — turning the agent’s words into speech, charged by the amount spoken.
• Telephone minutes — the call itself.

They’re added together into the figure you see. Short, efficient calls cost very little; the surest way to reduce your spend is an agent that gets to the point.

Transactions

Your money-in, money-out history.

You’ll see top-ups (card payments you’ve made), credits (amounts we’ve added, including your $10 starting credit) and charges (usage drawn down). This is the page to reconcile against your card statement.

Need a tax invoice or receipt for your accountant? Email support@tronic.com.au with the date and amount and we’ll issue it.

Spend Analytics

Where your money actually goes.

Set the date range, then read the two breakdowns. By agent tells you which agent is costing you money — useful if one is unexpectedly expensive. By model shows which AI services are driving it, which is what to look at if you’re considering switching an agent to a cheaper model.

Top Up Balance

Add credit securely by card.

$ Add credit

Open Billing › Top Ups, enter an amount, and pay by card through our secure checkout. Payments are handled by Stripe — Tronic Cloud never sees or stores your card number. Your balance updates automatically once the payment clears, usually within seconds.

Your bank may ask you to confirm the payment in its app or by SMS — that’s standard card security, not something we control. If a payment is declined, nothing is charged and your balance is unchanged; try again or use a different card.

Account Settings

Your company details and contact information.

Account details (read-only) shows your login email, your assigned phone number, your account status and when you signed up.

Contact is editable:

• Account name — what shows in the dashboard header.
• Legal full name — as it appears on official documents, used for invoicing.
• Day-to-day contact name — who we’ll call or email about account matters.
• Phone — your contact number (not your agent’s number).

Click Save changes when you’re done.

Troubleshooting & FAQ

The questions that come up most, and what to check first.

My agent doesn’t answer calls. What do I check?

In this order:

1. Is the agent running? Voice Agents → it must show RUNNING, not stopped.
2. Does the dispatch rule point at it? Telephony → Dispatch Rules → open the rule and check the agent name.
3. Is your credit above the cut-off? Below it, calls are refused. Billing → Overview shows your balance and the cut-off that applies.
4. Are you ringing the right number? Confirm it on the Phone Numbers page.

If all four are fine, contact support with the time you called and the number you rang.

My calls have no recording.

Recording is off unless you turn it on. Telephony → Dispatch Rules → edit your rule → tick Auto-Record Calls. It applies to calls from that point on — earlier calls can’t be recovered.

The agent is slow to respond — there’s a long pause before it speaks.

Check the Latency tab on the Overview page and the metrics on an individual call. Common causes: a “thinking” AI model chosen on the Behavior tab instead of a fast one, or a very long system prompt. Shortening the prompt often helps more than people expect.

The agent keeps mishearing names, products or suburbs.

Two fixes, best used together: set the correct language on the Speech Recognition tab, and list the troublesome words in the System Prompt so the agent knows to expect them.

My calls cut off after a set time.

Check Resource Limits on the agent’s Advanced tab — there may be a maximum call length set. Raise it if your calls legitimately run longer.

Who ended the call — the caller or the agent?

Open the call in Call History. The detail page records how the call ended.

How do I make the agent transfer callers to a real person?

Tools → assign the transfer tool to your agent, then tell the agent in its System Prompt when to use it: “If the caller asks for a human, or is upset, transfer the call.”

The chat widget doesn’t appear on my website.

Check the Domains tab of the chatbot editor first — your site’s address must be allowed. Then confirm the embed snippet actually saved on your site and that you’re looking at the live page rather than a cached copy.

How much are my calls costing me?

Billing → Call Charges for individual calls, or Spend Analytics for the pattern over time. Every call also shows its own cost on its detail page.

Why was I charged for a browser test?

Because a test uses the same AI services as a real call. The amounts are tiny, and test sessions are marked as tests in your Call History.

Do I need a phone number to try an agent?

No — use the Agent Tester to talk to an agent entirely in your browser.

What happens if the AI provider I’m using has an outage?

Set fallback models on the agent’s Behavior tab and calls will automatically continue on a backup provider instead of failing.

What happens if I delete something?

Deleting an agent, a collection or a rule is permanent and there’s no undo. Call history is unaffected by deleting an agent. If you’re unsure, stop the agent instead of deleting it — a stopped agent costs nothing.

I can’t see a page this guide mentions.

Some features are enabled per account. If something in this guide isn’t in your menu, it isn’t switched on for you — contact support and ask.

How long is my data kept?

Two different periods, because they serve two different purposes:

• Calls and recordings — 12 months. The conversation itself — the recording and transcript — is kept for a year, then removed.
• Call metadata — 7 years. The record of the call (date, time, numbers, duration and charge) is kept for seven years, which we’re required to do for business record-keeping.

So a year later you’ll still see that a call happened and what it cost, but not be able to listen back to it.

Glossary

Plain-English translations of the terms in the dashboard.

• Agent — the AI that answers your calls or chats.
• System prompt — the standing instructions that tell the agent who it is and how to behave.
• Greeting — the first thing the agent says when it answers.
• Dispatch rule — the setting that says “calls to this number are answered by that agent”.
• SIP trunk — the connection between the phone network and your agents. Yours is set up for you.
• Knowledge base — documents you upload so the agent can answer from your own information.
• Tool — something the agent can do as well as say: transfer a call, hang up, or send details to another system.
• Webhook — a tool that sends information to another system over the internet.
• Egress — the dashboard’s word for call recording.
• LLM — “large language model”: the AI that does the thinking.
• Speech recognition (STT) — turning the caller’s speech into text.
• Text to speech (TTS) — turning the agent’s words into a voice.
• Latency — the delay before the agent replies. Lower is better.
• Credit / balance — your pre-paid funds. Calls draw this down.
• Inbound / outbound — a call to you, or a call from you.

Getting help

When something isn’t right, here’s how to get it sorted quickly.

Start with Troubleshooting & FAQ above — it covers the great majority of questions. If that doesn’t resolve it, email support@tronic.com.au — or simply reply to any email we’ve sent you about your account.

What to include when reporting a problem

Including these turns a day of back-and-forth into a single reply:

• The Call ID from Call History, if it’s about a specific call — this is the single most useful thing you can give us.
• The date and time it happened, and the number that was rung.
• Which agent was involved.
• What you expected to happen, and what happened instead.