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.
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 (1), then choose a voice from the Voice menu (2). 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 (3) and LLM Model (4) that 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.
Agent Goals #
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.
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.
If you are using a Model Context Protocol, you can add the MCP server to your workspace by pasting the configuration details in the pop-up opened by this section.
You’ll also have the option to Trigger Workflows and notify additional users.
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.
Frequently Asked Questions #
How do I create a Voice AI Agent? #
Go to the Voice AI Agents section in your account settings and click + Create Agent, then follow the guided steps for Agent Details, Goals, and Phone & Availability.
What is the difference between Basic Mode and Advanced Mode? #
Basic Mode writes the bot prompting for you and lets you select which details to collect, while Advanced Mode lets you write a detailed custom script and configure call actions. Once an agent is created in Advanced Mode, it cannot be switched back to Basic.
Can I preview the agent’s voice before choosing it? #
Yes. In the Voice menu, each voice shows the accent it uses, and clicking the Play button lets you hear a preview before you select it.
What if I don’t have a phone number for the agent? #
You can click Buy New Number to be redirected to the Phone Numbers section and complete the purchase. Your progress on the agent is saved automatically.
Can I limit when the Voice AI Agent answers calls? #
Yes. By default it answers 24/7, but you can toggle “Set working hours” to choose the specific days and times the agent is active.
How do I disable an agent without permanently deleting it? #
Remove the phone number assigned to the agent. It will no longer participate in phone calls, but the agent itself is preserved.
