# HiCharlie

> HiCharlie is a French B2B SaaS platform for premium AI voice agents. It lets businesses build, test, publish, and monitor phone agents that answer inbound calls, use business context, execute tools, remember callers, and route complex situations to humans.

## Product

HiCharlie turns business voice workflows into configurable AI agents for teams that treat calls, callbacks, qualification, sales, support, and operations as high-leverage work. A workspace can contain one or more units, each unit can run agents, and every agent has its own prompt, business context, tools, voice settings, call history, and publishing state.

The public positioning is B2B-first. The product is built for restaurants, hotels, spas, clinics, agencies, retail stores, service businesses, and any team that loses revenue or time because calls are missed, repetitive, multilingual, or hard to route. Personal/developer-only positioning is not the main landing-page angle today; developer messaging is reserved for advanced BYOP/API/MCP use cases.

## What Customers Can Do

- Create AI phone agents from scratch or from editable templates.
- Configure prompts, greetings, business context, caller memory, tools, transfers, and compliance settings.
- Give callers a public privacy link to manage Charlie memory by establishment or disable memory globally for their phone number.
- Import the workspace's own Twilio destination numbers or Twilio SIP Domain routes and assign one route to one call-ready agent.
- Launch outbound call campaigns from CSV/TSV audiences with per-recipient prompt variables, using the workspace's own linked Twilio caller ID and optional first-message AI voice disclosure controls that become required when GDPR mode is active.
- Review call logs, transcripts, outcomes, caller context, post-call intelligence, and usage.
- Use workspace reporting to review call volume, ROI-oriented metrics, quality metrics, and CSV exports.
- Publish agents through phone, Widget & SDK, security, advanced channel settings, and MCP setup surfaces.
- Connect client-ready integrations such as PMS, reservation, calendar, POS, and delivery systems when the provider has a real audited connection path.
- Manage multiple workspaces and units for agencies or multi-site businesses.
- Connect custom LLM, STT, TTS, and speech-to-speech BYOP endpoints from developer settings when they match HiCharlie controlled contracts: OpenAI-compatible LLM, HTTP TTS via declarative templates returning raw PCM/WAV or base64 audio, websocket transcript STT, certified native STT adapters for AssemblyAI/Gladia/Speechmatics, or OpenAI Realtime-compatible S2S.

## Important Telephony Facts

- HiCharlie does not sell, donate, or provision phone numbers.
- 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.
- Default phone onboarding keeps the customer's public number visible to callers by forwarding it to a Twilio/HiCharlie destination number controlled by the workspace.
- Advanced PBX setups can use SIP inbound through Twilio SIP Domains. HiCharlie does not operate its own direct SIP/RTP gateway.
- Twilio is the only supported telephony provider today. Additional non-Twilio telephony providers and direct BYOC paths are future adapter work, not current self-serve claims.
- Workspace telephony owns route import, unlinking, removal from inventory, and routing.
- The agent publish page shows which imported workspace route currently reaches that agent.
- Outbound campaigns also use workspace-owned or workspace-imported Twilio numbers; HiCharlie does not rent customer caller IDs.
- Real inbound phone calls are validated on staging or production voice runtimes, not on branch previews unless a dedicated matching voice runtime is configured.

## Pricing

Standard Charlie pricing does not change when Peerlab updates the default voice providers. The reference rate is always 100 credits per minute for the standard provider stack. Full BYOP is 20 credits per minute when every voice layer is customer-owned through a supported endpoint contract.

| Plan | Monthly | Annual billed | Annual monthly equivalent | Included credits / month | Standard stack minutes / month | Target 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 managed through Autumn; the customer's Stripe relationship is handled through Autumn billing flows. 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.
EUR is the canonical price and reporting currency. Stripe Checkout uses Adaptive Pricing when eligible, so international customers may see and pay in a local presentment currency such as USD without HiCharlie maintaining separate manual USD plans.

## Current Voice Stack

- Standard real-time voice runtime: cascade ElevenLabs Scribe v2 RT (STT), a low-latency GPT-OSS LLM, and Cartesia Sonic 3.5 (TTS)
- LLM routing: phone cascade prioritizes Cerebras GPT-120b OSS with medium reasoning and a 400-token voice cap, WebRTC API cascade prioritizes Groq before Cerebras for relay response stability, then OpenAI `gpt-realtime-2` speech-to-speech if eligible cascade LLMs exceed the live latency budget
- Post-call analysis LLM: Gemini 3.1 Flash-Lite Preview
- Telephony: Twilio Voice / call forwarding / SIP Domains with Media Streams today; canonical routing is provider-agnostic for future telephony adapters.
- Voice runtime: Python 3.11, FastAPI, Pipecat, Docker, OVH VPS, Caddy
- Website: React 19, Vite 7, TailwindCSS 4, Supabase, Cloudflare Pages

Peerlab manages the standard provider catalog from the internal admin dashboard. Customers can bring BYOP providers through controlled contracts today: OpenAI-compatible LLM, HTTP TTS through non-secret declarative request/response templates, generic websocket transcript STT, certified native STT for AssemblyAI/Gladia/Speechmatics, and OpenAI Realtime-compatible speech-to-speech. This is certified-contract compatibility, not universal support for every vendor API.
Cascade fallback/BYOP layers: ElevenLabs Scribe v2 RT (STT), Cerebras GPT-120b OSS (conversation LLM), Cartesia Sonic 3.5 (TTS)
Provider configuration is layered: Peerlab owns the standard defaults, customers can connect BYOP endpoints, and individual agents can carry provider settings without mutating the global provider catalog.

## Current Limits

- Twilio is the supported telephony provider today. The main path is call forwarding to a Twilio/HiCharlie destination number; SIP inbound is supported through Twilio SIP Domains into the same Media Streams runtime.
- HiCharlie does not support its own direct SIP/RTP media gateway, direct Elastic SIP Trunk media path, or non-Twilio telephony providers yet; future providers should attach through provider-specific adapters and `telephony_routes`.
- Outbound campaigns require CSV/TSV imports, a linked workspace Twilio number, legal-basis confirmation, GDPR first-message AI disclosure confirmation when GDPR mode is active, and staging/provider validation for telephony changes.
- Sensitive call data such as transcripts, caller phone fields tied to calls, and AI processing outputs are protected by application-level encryption where the current encryption rollout is active; caller memory preferences use HMAC lookup keys rather than raw phone numbers.
- HiCharlie is early-stage, with a small team and an architecture built for careful rollout rather than mass-market call-center scale.

## Company

- Legal entity: PEERLAB SARL
- Registered office: Marseille, France
- SIRET: 942 316 423 00014
- Brand: HiCharlie
- Team: Mathis Blanc and Florent Flamion
- Contact: contact@peerlab.fr

## Links

- Homepage: https://hicharlie.fr
- Pricing: https://hicharlie.fr/fr/pricing
- Blog: https://hicharlie.fr/fr/blog
- Full LLM context: https://hicharlie.fr/llms-full.txt