Choosing your agent type
The first decision you will make is whether your agent handles inbound calls, outbound calls, or both. This choice affects the configuration options available to you and how the agent behaves during conversations.- Inbound agents answer calls from customers who dial your business number. Common use cases include reception, customer support, and after-hours answering.
- Outbound agents place calls on your behalf. Common use cases include appointment reminders, lead follow-ups, and satisfaction surveys.
Step-by-step agent creation
Navigate to Voice AI
Go to AI Agents in the left sidebar of your HoopAI account, then select the Voice AI tab. Click the Create Agent button in the top-right corner to open the agent creation wizard.
Name your agent and choose a direction
Give your agent a descriptive name that reflects its purpose — for example, “Front Desk Receptionist” or “Appointment Reminder Bot.” Names are internal-only and not spoken to callers.Select the call direction:
| Direction | Description |
|---|---|
| Inbound | Agent answers incoming calls to an assigned phone number |
| Outbound | Agent places calls to contacts from workflows, bulk actions, or manual triggers |
| Both | Agent can handle calls in either direction |
Select a voice
Choose the voice your agent will use during calls. HoopAI offers a library of natural-sounding AI voices across different genders, accents, and speaking styles.When selecting a voice, consider:
- Brand alignment — Pick a voice that matches your brand personality. A law firm may prefer a calm, measured tone, while a fitness studio might choose something more energetic.
- Clarity — Some voices perform better for technical or medical terminology. Test a few options with your specific vocabulary.
- Speed — Each voice has a natural cadence. You can adjust speaking speed in advanced settings, but starting with a voice that naturally matches your desired pace produces better results.
Choose a language
Select the primary language your agent will use. HoopAI Voice AI supports multiple languages including English, Spanish, French, Portuguese, German, and more.
If your business serves multilingual callers, you can enable automatic language detection in the advanced settings. The agent will detect the caller’s language and respond accordingly, though performance is strongest in the primary language you select here.
Assign a phone number
For inbound agents, assign at least one phone number that the agent will answer. You can assign numbers you have already purchased in HoopAI, or purchase a new number directly from this screen.For outbound agents, select the caller ID number that will appear when the agent places calls.
Write your agent prompt
The prompt is the set of instructions that tells your agent who it is, what it knows, and how to behave. HoopAI offers two prompt modes:
Basic mode
Basic mode provides a structured form where you fill in key fields:- Agent role — A short description like “You are a friendly receptionist for Sunrise Dental.”
- Business information — Key facts about your business (hours, location, services).
- Greeting message — What the agent says when it first answers or the caller picks up.
- Objective — The primary goal of the call (book an appointment, answer questions, collect information).
Advanced mode
Advanced mode gives you a single freeform text area where you write a complete system prompt. This provides full control over the agent’s personality, conversation flow, decision-making logic, and response style.Advanced mode is recommended when you need:- Complex branching conversation flows
- Specific objection handling scripts
- Detailed persona instructions
- Custom escalation rules
Configure actions
Actions define what your agent can do beyond having a conversation. Common actions include:
- Book appointment — Check calendar availability and schedule meetings. See Voice AI appointment booking.
- Transfer call — Hand off to a human team member. See Call escalation and transfer.
- End call — Gracefully wrap up the conversation.
- Send SMS — Text the caller a link, confirmation, or follow-up message.
- Add to workflow — Enroll the contact in an automation workflow after the call.
- Update contact — Save information collected during the call to CRM custom fields.
Set advanced options
Before saving, review the advanced settings panel:
- Call timeout — How long the phone rings before going to voicemail or failover (default: 30 seconds for inbound).
- Max call duration — Set a maximum length to prevent unexpectedly long calls (recommended: 10-15 minutes for most use cases).
- Silence threshold — How long the agent waits during silence before prompting the caller (default: 5 seconds).
- Recording — Enable or disable call recording. Recorded calls are stored in the call logs for review.
- Transcription — Enable real-time transcription for all calls (recommended for debugging and quality assurance).
- Working hours — Define when the agent is active. Outside of working hours, calls route to voicemail or a fallback action.
Save and test your agent
Click Save to create your agent. Once saved, you are taken to the agent detail page where you can immediately test it.
- Does the greeting sound natural?
- Does the agent understand your questions?
- Does it correctly perform actions (booking, transferring)?
- Is the conversation flow logical?
Custom actions
Beyond the standard built-in actions, Voice AI agents support custom actions that extend what your agent can do during a call. Custom actions let you trigger any workflow, update CRM fields, or perform integrations that go beyond the default options.Setting up custom actions
- In your agent’s Actions panel, click + Add Custom Action
- Define the trigger condition — what the caller must say or what context must be true for the action to fire
- Configure the action type — trigger a workflow, update a contact field, send a webhook, or perform another automation
- Add example phrases to help the AI recognize when to execute the action
- Save the action
Voice AI translation service
After every Voice AI call, HoopAI can automatically generate a translated transcript and summary. This is useful for multilingual teams or when calls happen in a language different from your primary business language.How it works
- The call is transcribed in the language it was conducted in
- The platform translates both the full transcript and the call summary into your account’s primary language
- Both the original and translated versions are stored on the call record
Accessing translated transcripts
Open the call record from your call logs. If a translation is available, you will see tabs for Original and Translated versions of both the transcript and summary.Voice AI granular permissions
Control who can create, edit, and manage Voice AI agents using granular permission settings:| Permission | What it controls |
|---|---|
| Create agents | Ability to create new Voice AI agents |
| Edit agents | Modify existing agent prompts, actions, and settings |
| Delete agents | Remove agents permanently |
| View call logs | Access call recordings and transcripts |
| Manage phone numbers | Assign and unassign phone numbers to agents |
After creation: what to do next
Once your agent is live, there are several important next steps to ensure it performs well in production.Monitor early calls
Check your call logs daily for the first week. Listen to recordings and read transcripts to identify areas where the agent struggles. Common early adjustments include:- Adding FAQ answers the agent does not yet know
- Refining the greeting to set better expectations
- Adjusting the prompt to reduce unnecessary verbosity
Connect your calendar
If your agent books appointments, make sure your calendar integration is properly configured and the correct calendar is selected. See Voice AI appointment booking for setup instructions.Set up escalation paths
No AI agent can handle every situation. Configure call escalation rules so that complex or sensitive calls are routed to the right human team member. See Call escalation and transfer.Add the website widget
Let website visitors call your Voice AI agent directly from their browser without dialing a phone number. See Voice AI widget for websites.Tips for success
Start simple and iterate
Start simple and iterate
Do not try to build the perfect agent on day one. Start with a focused use case — such as answering basic questions and booking appointments — and expand capabilities over time as you learn from real call data.
Use realistic test scenarios
Use realistic test scenarios
When testing, simulate real customer calls. Mumble, pause mid-sentence, ask off-topic questions, and interrupt the agent. Real callers will do all of these things, and you need to know how your agent responds.
Keep your prompt concise
Keep your prompt concise
Shorter, clearer prompts generally outperform long, complex ones. Focus on the core instructions and let the AI handle natural conversation flow. If you find yourself writing paragraphs of edge case handling, consider using actions and workflows instead.
Update regularly
Update regularly
Review call transcripts weekly and update your agent’s prompt to address recurring issues. Your Voice AI agent should improve continuously based on real interaction data.
Next steps
Phone number setup
Purchase and assign phone numbers to your Voice AI agent.
Inbound vs outbound
Understand the differences between inbound and outbound calling.
Appointment booking
Let your agent check availability and book meetings during calls.
Voice AI prompts
Master prompt engineering for natural, effective voice conversations.