Technical information
How Felina fits into your phone line and systems
For IT, operations and compliance teams. What's confirmed is stated plainly; what we confirm per deployment is marked.
Architecture
How a call flows
Caller
Calls your business number — or receives an approved outbound call.
Felina voice agent
Understands the request and responds in English or Tamil.
- Reads your approved knowledge
- Queries authorised integrations, where connected
- Writes outcomes to your CRM, where connected
Outcome
Answered, recorded for follow-up, or handed to your staff.
Details
What we can tell you today
Items marked “Ask us” are confirmed for your deployment during onboarding — bring them to your demo.
Integrations
| Topic | Detail | Status |
|---|---|---|
| Phone line | Felina connects to the number your customers already call. The connection method depends on your telephony provider and is confirmed during onboarding. | Core capability |
| CRM, inventory/ERP and booking systems | Connected through authorised APIs where your system supports it. Confirmed per system, API access and data permissions — we don't claim universal compatibility. | Requires an integration |
| Messaging follow-ups (e.g. WhatsApp) | Not presented as available. Felina is a voice agent for calls. | Confirmation required |
Deployment
| Topic | Detail | Status |
|---|---|---|
| Deployment model | How the service is hosted and whether dedicated or private options exist. | Ask us |
| Calls handled at the same time | Depends on configured capacity for your deployment. | Ask us |
Data flow and retention
| Topic | Detail | Status |
|---|---|---|
| Knowledge source | Felina answers from business information your team approves. It is configured not to answer beyond it and hands those questions to staff. | Core capability |
| Call outcomes | Recorded in the fields you agree, then written to your CRM where connected, or passed on through the handover you agree. | Core capability |
| Call recording and transcripts | Whether calls are recorded or transcribed, and who can access them. | Ask us |
| Where data is stored | Hosting region and sub-processors. | Ask us |
| Retention and deletion | How long call data is kept, and how deletion requests are handled. | Ask us |
Authentication and access control
| Topic | Detail | Status |
|---|---|---|
| Access to your systems | Integrations use only the access you authorise for each workflow. | Requires an integration |
| Access to Felina's configuration | Who on your team can change knowledge, scripts and escalation rules, and how they sign in. | Ask us |
Security controls
| Topic | Detail | Status |
|---|---|---|
| Encryption | Encryption in transit and at rest for call data. | Ask us |
| Certifications | No security or regulatory certifications are claimed on this site. Tell us your compliance requirements and we'll answer them directly. | — |
Reliability and failure handling
| Topic | Detail | Status |
|---|---|---|
| When Felina can't answer | It doesn't guess: it records the question and hands the caller or the enquiry to your team. | Core capability |
| When a connected system is unavailable | What callers hear, and how the request is handed over, if a CRM or inventory system can't be reached. | Ask us |
| Availability and support | Service availability commitments and support hours. | Ask us |
Monitoring and observability
| Topic | Detail | Status |
|---|---|---|
| Call logs, reporting and administration | Not presented as available until confirmed for your deployment. | Confirmation required |
Implementation requirements
| Topic | Detail | Status |
|---|---|---|
| From your team | Approved business information, the calls to handle (and the ones that must always go to a person), escalation contacts and hours, access to any systems you want connected, and consent-appropriate contact lists for outbound calls. | Core capability |
| Timeline | Depends on your workflows and integrations. We give you a plan once we understand your calls. | — |
Known limitations and support
| Topic | Detail | Status |
|---|---|---|
| Languages | English and Coimbatore Tamil are configured. Other regional styles and languages are added only after testing. | Core capability |
| Scope of answers | Felina answers from approved information only. It does not give medical, legal or financial advice, and it is not an emergency service. | — |
| Live data | Answers from connected systems are only as current as those systems. | — |
| Support arrangements | How you reach the Felina team, and response times. | Ask us |
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Bring your technical questions to the demo
We'll go through your phone set-up, systems and data requirements, and confirm what applies to your deployment.