Articles on: Voice AI

How to Set Up and Optimize Voice AI Agents

Voice AI Agents can be an essential asset for your business, handling inbound calls and performing various tasks based on predefined goals, enabling your team to focus on high-priority activities like lead nurturing and closing sales. With customizable features like voice selection, automated workflows, and 24/7 availability, setting up a Voice AI Agent can streamline call handling and enhance customer engagement. This guide provides a detailed walkthrough of how to create and configure a Voice AI Agent for your business.


Key Features & Benefits


  • Automated Call Handling: The Voice AI Agent manages inbound calls, collecting information and providing responses based on customizable scripts and prompts.
  • Multi-Mode Agent Goals: Configure the agent's goals in either Basic or Advanced Mode, with options to collect caller information or set up specific instructions and workflows.
  • Workflow Integration: Seamlessly trigger workflows, send SMS messages, or update contact fields based on call interactions, improving the efficiency of follow-up actions.
  • Customizable Voice and Tone: Choose from a variety of voices and accents to match your brand’s tone and provide a personalized caller experience.
  • Availability Management: Set working hours and assign phone numbers, so the AI Agent only handles calls during specific times, allowing your team to take calls when available.


How to Set Up a Voice AI Agent


Step 1: Access the AI Agents Section


  1. Navigate to Settings > AI Agents in your account.
  2. Once in the AI Agents section, click + Create Agent to start setting up a new Voice AI Agent.



Step 2: Configure Agent Details


  1. Agent Name: Enter a unique name (e.g., “Customer Support Bot”) for easy reference.
  2. Business Name: Verify or update your business name to ensure consistency.
  3. Voice Selection: Choose a voice that best matches your business. Test the voices by clicking the play button to preview.
  4. Agent Direction: By default, the direction is set to “Inbound,” meaning the agent only receives calls.
  5. Initial Greeting Message: Customize the greeting (e.g., “Hello, you’ve reached [Business Name]. How can I help you today?”).



Step 3: Define Agent GoalsBasic Mode


  1. Select Basic Mode if you want the agent to collect essential caller details with minimal setup.
  2. Choose the information you want to collect, such as the caller’s Name, Email, Address, or Issue.
  3. Check the box to Trigger a Workflow if you want a workflow to start when the call ends.



Advanced Mode


For more control over the agent’s actions, switch to Advanced Mode.




Prompts: Write detailed prompts to guide the agent’s personality and responses.



Call Transfer: Set rules for transferring calls to a human if certain conditions are met.




Workflow Triggers: Define workflows that automatically trigger based on call interactions.




Update Contact Fields: Specify which fields the agent should update with the collected information.




Voice AI: Seamlessly Update Contact Fields with Numbers and Monetary Data


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This allows users to automatically extract numbers, monetary values, and postal codes during voice interactions. This feature enables efficient updating of contact details, saving time and improving data accuracy.


Purpose:****With this, users can automatically capture and update numbers, monetary figures, and postal codes shared during voice interactions. This functionality ensures a smoother, more accurate contact management experience, especially when dealing with specific fields like ticket IDs, budgets, and postal codes.


Benefit:****The key benefit of this feature is its ability to automatically extract and update these details without manual entry, enhancing both efficiency and accuracy in managing client data.


How to Use:


  • Simply create an "Update Contact Field" action and choose the relevant fields (e.g., ticket ID, budget, postal code).



  • When the required number or postal code is mentioned during a call, it will automatically update the corresponding contact record.


Special Requirements/Limitations:****This functionality is limited to extracting numbers, monetary values, and postal codes. Ensure that the data provided during the call is in a clear, understandable format for the system to capture correctly.


Send SMS: Configure SMS responses during or after calls for efficient follow-ups.




Note: Once the agent is configured in Advanced Mode, it cannot revert to Basic Mode.


Step 4: Configure Notifications and Availability


  1. Email Notifications: Set up email notifications to designated users or groups. Notifications can include call summaries, contact details, call transcripts, and triggered actions.
  2. Assign Phone Numbers: Select the phone numbers that will route to the Voice AI Agent.
  3. Set Working Hours: Define the agent’s availability to handle calls only during specified times.



Step 5: Test and Finalize


Once all configurations are complete, save the Voice AI Agent and make a test call to ensure everything works as expected.


Configurable Call Time Limits and Response Speed for Voice AI Solutions


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This allows businesses to customize call time limits and response speed for Voice AI systems. Users can adjust call durations from 3 to 15 minutes, accommodating varying conversation needs. Additionally, response speed options, including “Fast” for rapid exchanges and “Normal” for focused discussions, provide flexibility in handling customer interactions effectively. These features ensure smoother communication and better call handling for diverse business scenarios.



Pro Tips


  • Train Your Agent: Provide detailed prompts and responses for complex inquiries to improve the accuracy and usefulness of the AI Agent’s interactions.
  • Segment Calls with Advanced Mode: Use Advanced Mode if you need the agent to handle specific scenarios, such as transferring calls based on caller responses.
  • Use Availability Settings: If your team is available during certain hours, adjust the agent’s working hours to allow direct human interaction when your staff is on duty.


FAQ


1. Can I use different voices for each AI Agent?


  • Yes, each Voice AI Agent can have a unique voice and accent, allowing for tailored caller experiences.


2. What is the difference between Basic Mode and Advanced Mode?


  • Basic Mode is simpler, collecting only essential caller details. Advanced Mode allows more customization, including detailed prompts, workflow triggers, and call transfers.


3. Can I switch between Basic and Advanced Mode?


  • Once you set up the agent in Advanced Mode, you cannot revert to Basic Mode. If you need to change modes, you must create a new AI Agent.


4. Can I link multiple phone numbers to the same AI Agent?


  • Yes, you can assign multiple phone numbers to one AI Agent, and calls to any of these numbers will route to the AI Agent.


5. How can I disable an AI Agent temporarily?


  • To disable an agent, remove the assigned phone number(s) from its settings. The agent will remain in the system but won’t answer calls.

Updated on: 21/11/2025

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