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Voice agents handle phone calls with natural, human-like conversation. They can answer inbound calls, make outbound calls, qualify leads, and transfer to human agents when needed.

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Creating a Voice Agent

Navigate to Agents → Voice Agents → Create Agent

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Basic Configuration

FieldDescriptionExample
NameInternal identifier”Sales Assistant”
First MessageOpening greeting”Hi, thanks for calling ABC Materials…”
System PromptAgent instructionsRole, capabilities, guidelines

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Model Configuration

Select your AI model and adjust settings like response creativity and length in the Model Configuration section.

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Voice Configuration

Choose a voice from the available options. Preview voices in the agent builder to find the right fit. Choose from several voice options optimized for different needs — natural expression, high realism, speed, or custom brand voices.

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Transcriber Configuration

Configure speech recognition settings including language preference.

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Voice Settings

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Interruption Handling

Control how the agent handles being interrupted:
SettingDescription
Allow InterruptionCaller can interrupt agent mid-sentence
Interruption ThresholdSensitivity to interruptions (0-1)

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Silence Handling

Configure behavior during silence:
SettingDescriptionDefault
Max SilenceSeconds before prompting10
Silence MessageWhat to say after silence”Are you still there?”

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End Call Conditions

Define when to end calls:
  • Max Duration: Maximum call length
  • Goodbye Detection: End on “goodbye” phrases
  • Inactivity Timeout: End after extended silence

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Phone Numbers

Voice agents need phone numbers to receive/make calls.

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Adding a Phone Number

  1. Go to Phone Numbers tab in agent editor
  2. Click Add Phone Number
  3. Choose:
    • Local: Area code-specific number
    • Toll-Free: 1-800 style number

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Phone Number Settings

SettingDescription
Fallback NumberForward calls when agent unavailable
VoicemailEnable/disable voicemail
RecordingRecord all calls

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System Prompt Best Practices

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Structure

## Role
You are [Name], a [role] at [Company].

## Capabilities
- Answer questions about [products/services]
- Qualify leads by understanding needs
- Schedule meetings with sales team

## Guidelines
- Be professional and helpful
- Keep responses concise (2-3 sentences)
- Ask clarifying questions when needed

## Boundaries
- Don't discuss competitor pricing
- Don't make commitments on custom orders
- Transfer to human for complex technical questions

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Including Business DNA

Your company information (name, industry, products, target audience) is automatically included in your agent’s context.

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Lead Capture

Enable automatic lead capture:
  1. Go to Overview tab
  2. Enable Lead Capture
  3. Configure fields:
FieldRequiredDescription
NameYesContact name
EmailNoEmail address
PhoneNoPhone number
CompanyNoCompany name
The agent will naturally collect this information during conversation.

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Transfer Calls

Set up call transfers to human agents:
  1. Go to Custom Actions tab
  2. Add Transfer Tool
  3. Configure destinations:
Add transfer destinations by providing phone numbers or labels for each team (e.g., Sales, Support).

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Transfer Triggers

Configure when to transfer:
  • Explicit request: “Let me speak to a human”
  • Complex questions: Technical queries outside scope
  • Escalation: Frustrated customer detection

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Testing Voice Agents

Use the built-in test panel:
  1. Click Test in agent editor
  2. Click Start Call to begin test session
  3. Speak naturally and verify:
    • First message plays correctly
    • Agent understands speech
    • Responses are appropriate
    • Lead capture works

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Test Scenarios

ScenarioWhat to Verify
Happy pathBasic Q&A flows correctly
Knowledge queryAgent uses knowledge base
Lead captureInformation collected
Transfer requestHandoff triggers
Edge casesSilence, interruption, unclear speech

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Advanced Configuration

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Custom Vocabulary

Add industry-specific terms to improve speech recognition accuracy in the transcription settings.

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Conditional Responses

Use your agent’s instructions to define conditional behavior, such as collecting company info before discussing pricing, offering to transfer to sales for urgent orders, or scheduling callbacks after hours.

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Troubleshooting

  • Review your speech recognition settings
  • Add industry terms to keywords
  • Try a different transcriber model
  • Adjust voice provider/voice ID
  • Check speech rate settings
  • Simplify sentence structures in prompts
  • Check max duration settings
  • Review silence timeout
  • Verify phone number configuration

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Next Steps

Knowledge Base

Add context documents

Custom Actions

Connect your business systems

Voice Campaigns

Run outbound campaigns

Testing

Testing best practices