Skip to main content
Voice AI agents are AI-powered phone representatives that handle calls on behalf of your business. They use natural language processing to hold real conversations, collect customer information, answer questions from your knowledge base, book appointments, and trigger workflows — all without human involvement. Go to Settings > Voice AI Agents to create and manage your agents.

​
Creating a Voice AI agent

1

Click + Create Agent

In the Voice AI Agents section, click + Create Agent.
2

Set agent details

Enter the Agent name and Business name — this information is used when the agent introduces itself to callers.Select:
  • Language — the language the agent speaks
  • Voice — choose from available voices (each has an accent indicator and a preview button)
  • Timezone — the timezone the agent adheres to
  • Direction — whether the agent handles inbound calls, outbound calls, or both
  • Greeting message — the opening statement the agent says when a call connects
3

Configure agent goals

Choose between Basic mode or Advanced mode.
4

Set phone and availability

Assign a phone number and configure when the agent is active.

​
Agent goals: basic mode vs. advanced mode

​
Basic mode

The prompting is handled automatically by Hoop. You configure:
  • Knowledge base — select a knowledge base for the agent to draw answers from
  • Information to collect — check the boxes next to the contact details you want captured (name, email, phone, etc.)
  • Trigger workflow — select a workflow to fire after the call (add multiple workflows as needed)
  • Email notifications — toggle on to send call summaries to specific users or email addresses

​
Advanced mode

Write your own detailed prompt for full control over the agent’s script and behavior. Advanced mode supports:
  • Custom prompting with custom values
  • Actions during or after the call (trigger workflows, send SMS, book appointments)
  • Workflow triggers and user notifications
Once an agent is created in Advanced mode, it cannot be switched back to Basic mode.

​
Phone and availability settings

After configuring the agent goals, assign the phone number:
  1. Click Next to open Phone & Availability settings
  2. Select a phone number from your account using the dropdown, or click Buy New Number to add a dedicated line
  3. Toggle Enable AI Agent to allow the agent to answer calls when your team or call forwarding doesn’t respond
  4. By default, the agent is available 24/7. To set specific hours, toggle Set working hours and configure the schedule:
    • Check days to activate
    • Set start and end times for each day
    • Click + to add multiple time blocks in a day
    • Click the paper icon to copy a schedule across multiple days

​
Outbound calling

Voice AI agents can also place automated outbound calls through workflows.
1

Enable outbound calls

In the Voice AI tab, click Enable Outbound Calls and accept the terms and conditions.
2

Complete identity verification

Complete KYC (Know Your Customer) verification via Persona. This triggers an automatic compliance check.
3

Configure consent language

Enter a consent message — all outbound call products must obtain consent from contacts to receive automated calls. Click Check Compatibility and then apply to the relevant channels.
4

Configure the outbound greeting

In the agent settings, switch to the Outbound call tab in the Greeting Message Configuration section, and select the AI Disclaimer Configuration Style.
5

Add the workflow action

In a workflow, add the Voice AI Outbound Call action. Select the AI Agent and phone number to use, then save.
After publishing your workflow, monitor outbound call performance in the Dashboards and Logs section of the Voice AI tab — showing attempted calls, connected calls, actions triggered, sentiment analysis, and unattempted calls.
Outbound calls can currently only be made to United States phone numbers.

​
Managing Voice AI agents

From the agent cards on the Voice AI Agents list, click the three-dot menu to:
  • Edit agent settings
  • Clone the agent — creates a copy with the same configuration
  • Transfer the agent to another department
  • Delete the agent — permanent; cannot be undone
If you want to temporarily disable an agent without deleting it, remove the phone number assigned to it. The agent remains saved but won’t answer calls.

​
FAQs

Q: Can I assign an existing phone number to a Voice AI agent? Yes — any available phone number in your account that isn’t already dedicated to another function can be assigned. Q: Does the agent create contact records? Yes — the agent collects information like names, emails, and addresses, then creates or updates contact records automatically. Q: Can the agent book appointments? Yes, when integrated with a calendar via the agent goals configuration or workflow actions. Q: Can the agent transfer to a live agent? Yes — configure the agent to transfer to a live team member under specific conditions (e.g., when a caller requests to speak to a person). Q: Can I create multiple agents? Yes — create as many agents as needed, each with unique configurations, voices, and phone numbers for different departments or use cases.
Last modified on March 4, 2026