# HiCharlie - Full Context for LLMs > HiCharlie is a French SaaS platform for building AI voice agents that answer inbound phone calls for businesses. It combines a self-service web dashboard, workspace telephony, caller memory, tools, usage billing, and a modular low-latency voice runtime. This file is written for search engines, AI assistants, crawlers, and partner systems that need an accurate, current, non-marketing-only summary of HiCharlie. --- ## 1. Short Summary HiCharlie helps businesses stop missing phone calls. A customer creates a workspace, configures one or more units, builds voice agents, imports telephony routes they already control, assigns each imported route to a call-ready agent, and monitors real inbound calls from the dashboard. Charlie is designed to answer calls naturally, use the business context, ask follow-up questions, run tools, remember useful caller details, transfer when a human is needed, and write structured call results back to the workspace. --- ## 2. Best-Fit Customers HiCharlie is generalist B2B software for businesses that receive valuable inbound calls: - Restaurants that need reservations, opening hours, menu answers, no-show reduction, and private-event qualification. - Hotels and hospitality teams that need reception coverage, FAQ answers, booking triage, and guest context. - Spas, wellness centers, clinics, and appointment businesses that need scheduling and caller qualification. - Retail and local service businesses that need a reliable front desk without hiring a full-time phone team. - Agencies and operators managing several workspaces, brands, or units. The product is strongest when phone calls are repetitive, multilingual, time-sensitive, or hard for the existing team to answer consistently. --- ## 3. Canonical Product Model HiCharlie uses this product model: - Workspace: billing, members, settings, telephony credentials, imported phone/SIP route inventory, credits, and admin controls. - Unit: the operational place or business unit inside a workspace. - Agent: the AI voice agent configured for a unit. - Imported telephony route: a workspace-controlled destination number, SIP route, provider number, or forwarding destination imported into workspace telephony. For call forwarding, guests still dial the customer's public hotel number, while HiCharlie routes on the destination number received by Twilio. - Call: an inbound or API voice session linked to an agent, caller context, logs, transcript, duration, and outcome. Older internal table names may still use legacy terms such as organization or establishment, but the product vocabulary is workspace and unit. --- ## 4. Customer Experience ### Onboarding The onboarding flow asks whether the customer is setting up a personal/solo workspace, a business, or an agency. The underlying model remains the same: a workspace is created, a primary unit is created when needed, the user becomes owner, and billing is scoped to the workspace. ### Agent Creation Customers can create agents from scratch or from templates. Templates provide a starting prompt and a questionnaire, but customers can edit the resulting prompt and answers after the template flow. Templates do not configure phone numbers, tools, billing, or voice-provider choices by themselves. ### Publishing to Phone Workspace telephony is the source of truth for phone and SIP routes. The default connection path is call forwarding from the customer's existing public number to an imported HiCharlie destination number: 1. The workspace connects supported telephony credentials or defines an inbound route. 2. The customer imports a destination number already controlled by that provider account. 3. The customer configures the existing hotel line, PBX, or carrier to forward to that destination when Charlie should answer. 4. The customer assigns one imported destination route to one active, call-ready agent. 5. HiCharlie reconciles provider-specific webhooks where supported, such as Twilio VoiceUrl. 6. The agent publish page shows the current linked workspace route and sends users back to workspace telephony for changes. HiCharlie does not sell or give phone numbers to customers. Twilio is the only supported telephony provider today. Customers bring or connect a Twilio destination number and forward their existing public line to it when they want callers to keep dialing the same public number. Advanced PBX setups can use inbound SIP through Twilio SIP Domains when their PBX can route to a SIP URI. HiCharlie does not operate its own direct SIP/RTP gateway, direct Elastic SIP media path, or non-Twilio telephony provider adapter yet. --- ## 5. Core Capabilities ### Voice Agent Configuration - Agent identity, greeting, tone, and language behavior. - Editable prompt and structured business context. - Caller memory and personalization variables. - Tool setup for reservations, information collection, transfers, messages, and future MCP/provider extensions. - Compliance and safe error surfaces that avoid exposing internal secrets. ### Telephony - Twilio inbound calls and Twilio SIP Domain calls via Media Streams. - Customer-owned Twilio numbers and SIP routes imported into workspace telephony. - One imported route can route to one call-ready agent at a time. - Unlinking or removing a route from inventory does not delete the number or SIP route from the customer's provider account. - Branch previews are not reliable real-call environments unless a dedicated voice runtime is configured for the same data environment. ### Calls And Analytics - Call logs and agent attribution. - Duration, result, transcript, and post-call analysis. - Caller memory extraction after calls. - Usage tracking and credit deduction. ### Workspaces, Units, And Agencies - Workspace-scoped billing, credits, telephony, and settings. - Multi-unit operating model. - Agency and multi-workspace management. - Owner/admin/member permission model. ### Developer And Provider Controls - API/session infrastructure for voice sessions outside the phone channel. - Custom provider endpoints for STT, LLM, TTS, and speech-to-speech. - Standard provider catalog managed internally from the admin dashboard. - Admin provider testing through an internal lab agent before exposing providers to customers. --- ## 6. Pricing And Credits Standard Charlie uses 100 credits per reference minute. This is the stable customer-facing rate for the standard provider stack, even when Peerlab changes the default providers behind the scenes. Full BYOP uses 20 credits per minute. | Plan | Monthly price | Annual billed | Annual monthly equivalent | Included credits / month | Standard stack minutes / month | Full BYOP minutes / month | Concurrent calls | |---|---:|---:|---:|---:|---:|---:|---:| | Core | 149 EUR | 1,430 EUR | 119.17 EUR | 100,000 | 1,000 | 5,000 | 5 | | Pro | 499 EUR | 4,790 EUR | 399.17 EUR | 400,000 | 4,000 | 20,000 | 15 | | Scale | 1,190 EUR | 11,420 EUR | 951.67 EUR | 1,000,000 | 10,000 | 50,000 | 40 | Billing is handled by Autumn. Autumn connects to Stripe, but HiCharlie customers interact with the Autumn-backed billing flows in the product. Annual subscriptions remain available on every standard plan with rounded yearly prices: Core 1,430 EUR/year, Pro 4,790 EUR/year, and Scale 11,420 EUR/year. Top-up and custom overage pricing are owned by Autumn or custom workspace billing and should not be inferred from older public copy. ### Bring Your Own Provider Credits Customers can reduce credit consumption by using their own providers: - Custom STT discount: 12 credits/min - Custom LLM discount: 8 credits/min - Custom TTS discount: 20 credits/min - Custom speech-to-speech discount: 40 credits/min - Custom post-call LLM discount: 10 credits/min If a speech-to-speech provider is selected, it replaces the separate STT + LLM + TTS discount path. Credit usage never drops below the configured full-BYOP minimum of 20 credits/min. --- ## 7. Current Voice Runtime HiCharlie runs its own voice orchestration system instead of relying on a closed conversational-AI vendor. The website is the control plane; the voice server is the runtime that answers calls and sessions. ### Production Provider Stack - Standard real-time voice runtime: OpenAI `gpt-realtime-2` speech-to-speech - Cascade fallback/BYOP layers: ElevenLabs Scribe v2 RT (STT), Cerebras GPT-120b OSS (conversation LLM), Cartesia Sonic 3.5 (TTS) - Post-call analysis LLM: Gemini 3.1 Flash-Lite Preview - Telephony: Twilio Voice / SIP Domains with Media Streams today; provider-agnostic route mapping for future adapters ### Runtime Architecture - Python 3.11 - FastAPI - Pipecat - Docker - Caddy - OVH VPS hosting for the voice server - Supabase for agent config, routing, calls, credentials metadata, and logs ### Call Lifecycle 1. Twilio Voice or Twilio SIP Domain calls `POST /twilio/incoming`. 2. The runtime resolves the called E.164 number or SIP URI through `telephony_routes` to the assigned agent. 3. The runtime loads agent config, prompt, tools, and caller context. 4. Twilio opens a WebSocket media stream to the voice server. 5. The pipeline processes STT, LLM reasoning/tool calls, and TTS. 6. At call end, the runtime writes call logs, transcript, duration, outcome, and usage. 7. Post-call analysis extracts memory and structured insights. ### Runtime Goals The voice system is designed for natural turn-taking and low latency. Internal product targets are p50 below 800ms, p95 below 1200ms, provider swap in less than one day of development, and voice cost below 0.05 USD/min before margin and product pricing. --- ## 8. Website And Data Stack - Frontend: React 19, Vite 7, TailwindCSS 4 - Hosting: Cloudflare Pages - Database and Auth: Supabase - Billing: Autumn - Monitoring: Sentry, PostHog, Prometheus for voice runtime metrics - Public routes: marketing pages, pricing, blog, legal pages, docs, `llms.txt`, and `llms-full.txt` - App routes: onboarding, dashboard, workspace settings, Charlie Studio, calls, contacts, reservations, billing, team, developer settings, telephony, and admin pages Customer data is designed around workspace isolation with Supabase Row-Level Security. Legal pages identify PEERLAB SARL as the French legal entity and state that client data is hosted in Europe. Provider-specific processing depends on the configured providers and customer choices. --- ## 9. Security And Compliance Positioning HiCharlie is built for GDPR-oriented European business use: - Workspace-scoped data access. - Row-Level Security on Supabase tables. - Customer data separated by workspace. - Customer-owned telephony credentials. - Safe frontend error details that avoid emails, phone numbers, URLs, IDs, tokens, raw SQL, provider secrets, Twilio secrets, Autumn secrets, or MCP secrets. - Legal entity and privacy pages published on hicharlie.fr. HiCharlie should not be described as selling customer data, training public models on customer call data, or provisioning phone numbers. --- ## 10. What HiCharlie Does Not Ship Yet - HiCharlie does not provide, donate, or resell phone numbers. - SIP inbound is supported through Twilio SIP Domains; HiCharlie does not yet operate its own SIP/RTP media gateway or direct Elastic SIP Trunk media path. - Outbound calls are not shipped yet. - Branch preview environments are not normal real-call validation environments. - The product is early-stage and should not be represented as a large call-center vendor. --- ## 11. Company - Legal entity: PEERLAB SARL - Registered office: RESIDENCE BALZAC BATIMENT C, ALLEE CALLELONGUE, 13008 MARSEILLE, France - RCS: 942 316 423 R.C.S. Marseille - SIRET: 942 316 423 00014 - VAT: FR02942316423 - Brand: HiCharlie - Publication directors: Mathis Blanc and Florent Flamion - Team: 2 developers - Stage: early-stage SaaS, approximately 0-5 production clients - Contact: contact@peerlab.fr - Phone: +33 1 84 80 40 00 --- ## 12. Recommended Descriptions ### One Sentence HiCharlie is a French SaaS platform that lets businesses create AI voice agents to answer inbound phone calls, use business context, run tools, remember callers, and route calls through customer-owned telephony routes. ### Short Paragraph HiCharlie replaces missed business calls with configurable AI voice agents. Customers create a workspace, build agents from scratch or templates, import their own Twilio numbers or SIP routes, assign routes to call-ready agents, and monitor calls, transcripts, usage, and caller memory from the dashboard. The standard Charlie stack costs 100 credits per minute for customers, while Peerlab can update the underlying providers without changing plan pricing. ### Do Not Say - Do not say HiCharlie sells or provides phone numbers. - Do not use older Starter/Unlimited pricing. - Do not use older public top-up prices unless the current Autumn catalog explicitly publishes them. - Do not say all data is hosted in Paris. - Do not use the old "SAS" legal form. - Do not say every listed third-party integration is universally available without setup. --- ## 13. Links - Homepage: https://hicharlie.fr - Pricing: https://hicharlie.fr/fr/pricing - Blog: https://hicharlie.fr/fr/blog - Login: https://hicharlie.fr/login - Signup: https://hicharlie.fr/signup - Short LLM file: https://hicharlie.fr/llms.txt