Voice AI

Voice AI agents handle real phone conversations on behalf of your business. They answer inbound calls, make outbound calls, book appointments on your calendar, and trigger custom workflow actions based on the conversation.

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Voice AI overview

AI Voice Agents are transforming how businesses interact with customers by automating voice-based communication. These agents leverage advanced natural language processing to handle inbound calls, execute actions, and provide seamless support. This guide gives you an overview of managing AI Voice Agents for your business. To begin setting up your AI Voice Agent, navigate to Settings > Voice AI Agents.

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Create AI Agent

Click the “+Create Agent” button to set up a new Voice AI Agent tailored to your business needs.

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Search Agent

Use the search bar to quickly find a specific agent by typing its name.

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AI Agents Cards

Each AI Agent is displayed in a card format containing the following information:

1. Agent Name: The name assigned to the agent for easy identification.
2. Direction: Indicates whether the agent handles inbound or outbound calls.
3. Phone Numbers: Lists the phone numbers associated with the agent.
4. Last Updated: Displays the most recent update or modification date.

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Action Menu

Access additional management options by clicking the three-dotted button on an agent’s card. This menu allows you to:

• Edit Agent Settings
• Clone the Agent
• Transfer the Agent to another department
• Delete the Agent

AI Voice Agents are a game-changer for businesses aiming to enhance efficiency and improve customer communication. With their ability to handle calls, update records, and integrate seamlessly into workflows, these agents save time and provide a professional, human-like interaction.

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FAQs

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Setting up a Voice AI agent

Having someone answer calls for you is nice at any level. With the Voice AI Agent, you can move your human resources away from calls while still reaping the benefits of having a responder. So, let’s check how to set it up. Navigate to the Voice AI Agents section inside your account settings and click + Create Agent.

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Agent Details

Enter your Agent and Business name, this information will be used when responding to your customers. Open the Language drop-down and select a language for your agent, then choose a voice from the Voice menu. All voices will have an underline pointing to the kind of accent they will have, and by clicking the Play button, you can hear a preview of the agent’s voice. After completing those steps, be sure to choose the timezone the agent should adhere to. Below, you can set the direction you want the agent to respond to calls for you. The final step in this section is to write the message you want the agent to start conversations, then click Next.

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Agent Goals

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Basic Mode

In Basic Mode, the bot prompting will be done for you. Begin by selecting a Knowledge Base for the bot to collect information from. To customize the information collected, check the box next to the details you want. If you’ve set a follow-up process, check the Trigger box, then select your Workflow from the drop-down menu. You can add as many Workflows as needed. To notify users after the call, toggle the “Receive Email notification” switch. Select the users or additional email addresses by clicking the circle next to them and picking them from the drop-down menu if needed.

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Advanced Mode

If you have experience with AI prompting and want to write a more detailed script for the bot, click Switch to advanced mode. ��Note: Once an agent is created with the Advanced Goals, it cannot be switched back to Basic. Just like with the Basic Mode setup, start by selecting a Knowledge Base. Next, enter the prompt, including custom values as needed. Once you’ve written your prompt, you’ll be able to set up actions to occur during or after the call, such as triggering a workflow, sending an SMS, and booking an appointment. You’ll also have the option to Trigger Workflows and notify additional users.

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Phone & Availability

Once satisfied, click next to set the Phone Number or number pool the agent will answer calls for. The drop-down menu will allow you to select from the phone numbers already added to your account. If you don’t have one or want an exclusive line for the AI, you can click Buy New Number, which will redirect you to the Phone Numbers section to complete the purchase. The progress you’ve made on the AI Agent will be saved automatically. To enable the agent to answer incoming calls if the user or call forwarding number doesn’t respond, toggle the “Enable AI Agent” switch. By default, the agent will answer phone calls 24/7. However, if you want to limit this toggle, “Set working hours” which will allow you to select the days and times it will answer the phone. The process for setting the schedule is the same as when creating a calendar. Simply check the days then set the starting and ending times. If there are gaps in a day click the + sign icon (1) to add multiple blocks, or if the schedule is the same across multiple days click the paper icon (2) to copy it. Once satisfied click save and you’re done. Once an agent has been created, click the three dots next to it to edit, duplicate, or delete it. 📌Note: Deleting is permanent, so if you’d like to disable the agent without fully losing it, remove the phone number assigned to it, and it will no longer participate in phone calls. This tool removes work from you and your team, allowing you to tackle more important tasks, such as following up with warm leads and closing deals, while giving a personal touch to all calls.

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Inbound call flow

When implementing Voice AI in your business, understanding how the inbound call flow operates is crucial for maximizing the efficiency of the AI system. There are various configurations for how and when the Voice AI Agent will engage with incoming calls. By customizing the settings based on your needs, you can ensure that the Voice AI Agent efficiently handles calls, even during periods when you are unavailable.

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Voice AI Without Call Forwarding

��Note: If you are not utilizing call forwarding and have set up Voice AI agents, the AI will always pick up incoming calls, unless the phone number assigned to the AI Agent is your default number. In situations where you are frequently unavailable to answer calls, directing inbound calls to your Voice AI Agent can be highly beneficial. The AI Agent acts as a virtual assistant, answering calls, gathering customer information, and managing leads for future follow-up. This ensures that no calls go unanswered, even when you’re occupied. To configure your Voice AI call flow so that the AI Agent always picks up inbound calls:

• Ensure that your default account phone number is not assigned to your AI Agent.

To do so, navigate to the Voice AI Agent section in your account, then view the number displayed in the phone column of the relevant Agent. If the number displayed is your default number, open the actions menu by clicking the three dots associated with the agent, then select the edit option. Switch to the Phone & Availability tab, then choose another number from the Phone Number dropdown. Save your changes once confirmed.

• Avoid assigning call forwarding to the phone number linked to your AI Agent.

Verify the phone number linked to the agent, then head to the Phone Numbers settings. Review the “Forwarding Number” column to determine if call forwarding has been enabled. If no number is listed, it indicates that call forwarding has not been assigned. If a number is displayed, click the option to edit its configuration. Remove the Forwarding Number, then Save. By following these steps, your Voice AI Agent will automatically handle incoming calls, freeing up your time to focus on other tasks.

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Voice AI With Call Forwarding

If you are using call forwarding to route inbound calls to your office or mobile phone, you will need to make some adjustments to ensure that your Voice AI Agent continues to handle calls when you are unavailable. To configure your Voice AI call flow for handling missed calls:

• Assign your default account phone number to your AI Agent.

To do so, first ensure that you have chosen a default number, then navigate to the Voice AI Agent section in your account. View the number displayed in the phone column of the relevant Agent. If the number is not the default number, open the actions menu by clicking the three dots associated with the agent, then select the edit option. Switch to the Phone & Availability tab, then choose the default number from the Phone Number dropdown. Save your changes once confirmed.

• Enable call forwarding for the phone number assigned to your AI Agent.

Head to the Phone Numbers settings section and review the “Forwarding Number” column to determine if call forwarding has been enabled. If no number is listed, it indicates that call forwarding has not been assigned. If no number is displayed, click the option to edit its configuration. Assign a Forwarding Number, then Save. ��Note: Regardless of the configuration you choose, it is recommended to shorten the “Inbound Call Timeout” period. This will prevent callers from reaching your local voicemail, ensuring that the Voice AI Agent can take over the call before it’s marked as “completed.” If the caller reaches your voicemail, the system will classify the call as completed, and the Voice AI Agent will not engage. Whether you choose to route calls directly to your Voice AI Agent or use call forwarding, adjusting your settings to align with your workflow will help you maximize the system’s capabilities. By carefully considering your preferred setup, you can optimize call handling and improve customer interaction, even when you’re not available to answer the phone directly.

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Outbound calling

Your Voice AI Agents are great at managing calls, helping you easily connect with leads even when your team might not be able to do manual dialing. Using the AI agents to place outbound calls automatically will help you turn follow-ups, reminders, and lead outreach into hands-free, 24/7 conversations. Let’s learn how!

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Enabling Outbound Calls

Navigate to the Voice AI tab inside the AI Agents and click Enable Outbound Calls. Accept the T&C to continue. Do your KYC (with Persona) to verify your account. After you verify your identity, a compliance check will automatically run, giving you a list of all (if any) non-compliant product touchpoints. Click “Proceed with Update” to resolve any consent issues. Enter a consent message in the Language box to proceed. All products should obtain consent from users to receive automated business calls, thereby avoiding legal issues surrounding spam calls to customers. Once you’ve created your message, click Check Compatibility. Once your language is marked as complicit by the system, check the box next to all products you need to include the disclaimer on and click “Update Language for Selected Channels.”

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Setting An Agent

Switch to the Agent List section and create a new voice AI agent or click the three dots and select the edit option for an already existing one. In the Greeting Message Configuration, switch to the Outbound call tab. Select the AI Disclaimer Configuration Style. Once satisfied click Save in the bottom right corner.

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Doing Outbound Calls

In the Workflows tab of the automation section create or edit a workflow. Add the “Voice AI Outbound Call” action. Select the AI Agent (1) and phone number (2) you want to use for your call. Then click Save Action (3). Once you publish your workflow, you can view your Attempted calls, Connected Calls, Actions Triggered, and Sentiment and Unattempted Calls for all your Outbound calls in the Dashboards and Logs section of the Voice AI tab. 📌****Note: ****Calls can only be made to United States numbers. Outbound calling is the lifeblood of your business, helping you seize opportunities and grow your business. With the help of your AI Agents you can automate outreach at the exact right moment, reducing lose hours to manual dialing and missed timing.

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Testing your Voice AI agent

Before launching your Voice AI Agent to interact with customers or prospects, it’s crucial to ensure it functions effectively. Testing allows you to evaluate how well your agent responds to inquiries, providing valuable insights to fine-tune its performance for improved conversion rates.

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How to Conduct a Test Call

Testing your Voice AI Agent is a straightforward process that mirrors a real customer interaction. Follow these steps:

1. Select caller number: Choose the phone number that the AI agent will use for the test call.
2. Enter the Receiver Number: Enter the number where you want to receive the call.
3. Receive the Call: Answer your phone and engage with the AI agent, by selecting the “Call me” option.

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Reviewing Test Call History

After completing a test call, you can analyze its performance by reviewing the details in the Call History section. To access this data, navigate to the dropdown menu labeled ****Call History ****and select the specific test call you want to review.

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Insights Available from Test Call Results

Each test call provides comprehensive data to help you refine your AI agent’s configuration. This includes:

• Call Duration: See how long the interaction lasted to assess engagement.
• Call Status: Determine whether the call was completed, missed, or encountered any issues.
• Conversation Transcript: Review a text-based record of the dialogue to pinpoint areas for improvement.
• Call Recording Playback: Listen to the conversation for a firsthand understanding of how the interaction unfolded.
• Call Summary: Get a concise overview of key details from the call.

These insights ensure you have a clear picture of how your AI agent performs in real-world scenarios.

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Why Testing Matters

By conducting test calls and analyzing the results, you can make precise adjustments to your Voice AI Agent’s configuration. This helps you:

• Enhance conversational accuracy.
• Improve customer satisfaction.
• Drive higher conversion rates.

Regular testing is a proactive approach to ensuring your AI agent is ready to deliver effective communication. Testing your Voice AI Agent isn’t just a preparatory step—it’s an essential process to optimize its functionality. With thorough testing and review, you can create a highly effective agent that meets customer expectations, handles inquiries confidently, and helps achieve your business goals.

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FAQs

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Appointment booking

Most customers are used to booking their appointments over the phone. And since old habits are hard to change, having an easy way to manage these requests is essential. The Voice AI agent can help you handle over-the-phone bookings for any selected calendar. First, in the “Voice AI Agents” section of your account settings, create or edit an AI Agent. Switch to the “Agent Goals” tab Switch to advanced mode. Under Setup Your Actions, click ”+ New Action” and select Book Appointment. Select the Calendar to use. Set the total days (1) and slots (2) to offer, and the hourly gap (3) between them. Click Save. Finalize setting your Voice AI as normal, and you’re done! Now you can offer and confirm appointments without leaving the call, your Voice Agent will collect any information needed for the appointment if not already part of the contact’s details, reducing manual input while increasing your appointment scheduling.

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Custom actions

In the world of AI-powered conversations, real-time integrations can dramatically enhance customer experience and workflow automation. With Voice AI’s Custom Actions, you can trigger webhook calls to external systems, fetch live data, and update third-party platforms—all during an active call. This guide will walk you through the step-by-step process of creating a Custom Action for Voice AI using webhook integrations, dynamic parameters, and real-time testing.

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What Is a Custom Action?

A Custom Action in Voice AI allows you to trigger an external Webhook call during a conversation. These calls can be configured with authentication, custom headers, and dynamic values captured from the conversation in real time. Custom Actions enable seamless integration with external systems, such as order management platforms, scheduling tools, and more, directly from the AI call flow.

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Why Use Custom Actions?

1. ****Live Data Fetching: ****Fetch customer-specific data (e.g., contact records, appointments) while the call is ongoing.
2. ****Enhanced Automation: ****Automate repetitive tasks, such as lookups or order verifications.
3. ****Zapier & API Integration: ****Trigger Zapier automations or push updates to any system with an open API.

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Creating a Custom Action

Before you can create a custom action, you must first determine when and why your AI agent should trigger an external process. Common examples include:

1. Checking a customer’s order status
2. Verifying appointment details
3. Updating a contact record
4. Triggering a downstream Zapier workflow

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Set Up a Conversation Trigger

After identifying your use case, head to the Voice AI Agents settings and create a new agent or open an agent from the list. You can now set up your action to occur during or after the call by clicking the ”+ New Action” button in the relevant window. From the available items, click the Custom Action tool. A new window will open, where you can assign a name to the action, then define the trigger condition. This could be a keyword, phrase, or structured input detected during a call. When the condition is met, the Custom Action will execute automatically. Once these are added, enter the phrase you want the agent to say before executing the action.

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Configure the Webhook Request

Next, choose the relevant method (POST or GET), then paste the destination API endpoint you want to interact with.

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Add Authentication & Headers

Set up required headers (e.g., Content-Type: application/json, Authorization: Bearer [token] and include API keys or tokens for secure access, if needed.

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Map Dynamic Parameters

Voice AI can collect and pass live data from the conversation to your webhook call. These dynamic parameters include:

1. Customer name, email, or phone number
2. Order numbers or service IDs
3. Numeric values or custom phrases

Use these parameters in your request body to personalize and automate the API interaction based on the caller’s input.

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Test the Webhook in Real Time

Use the testing interface to verify your webhook works as expected. This involves simulating the conversation trigger, reviewing request/response details, and ensuring the external system is receiving and processing the data correctly. This step is critical to prevent errors once the automation goes live.

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Save and Activate Your Custom Action

After successful testing, save the custom action, link it to the appropriate voice flow or scenario, and monitor its performance during live calls using activity logs or external system responses. Whether you’re triggering updates to external platforms, fetching live data, or launching workflows, Custom Actions ensure your AI conversations are intelligent, contextual, and action-driven.