# Your first voice agent > You create an agent that answers the phone with a voice, write its instructions with the guided procedure, listen to it with a call from your browser, and then connect a number for real phone calls. Page: https://supportfast.ai/en/guide/getting-started/first-voice-agent/ · Section: Getting started · Updated on 30 October 2026 This page follows the most common path: an **inbound** agent that answers your number. For an agent that calls your customers, see [Outbound calls](https://supportfast.ai/en/guide/voice-agent/outbound-calls.md). **Create** — Name and function. → **Voice and greeting** — How it introduces itself. → **Instructions** — Generated with AI. → **Test** — From your browser. → **Number** — Real calls. > **Before you start** > > - Information about your business (your website is enough), a microphone for the test and a plan that includes calls: see [Plans, quotas and usage](https://supportfast.ai/en/guide/account/plans-and-usage.md). ## 1. Create the agent 1. **Open the creation window** In the workspace, press Create element in the top bar. In the “What do you want to create?” window, on the Voice Agent card, press Create agent: a second window opens, “New Voice Agent”. 2. **Give it a name and choose its function** In Agent name, type a name to recognize it by, for example “Garage Front Desk”. In “Agent function”, leave Inbound selected: “Answers your customers' calls.” 3. **Create it and start with the profile** At the bottom of the “New Voice Agent” window, press Create Agent: this is the button in the second window, not the one from step 1. In the window that opens, on the Agent profile card, press Set up the profile. > **Note** > > **What's already set up.** The agent's language is the workspace's first language, the voice is “Giulia” and the initial greeting is already written. If you change the greeting, read [Recording and consent](https://supportfast.ai/en/guide/voice-agent/recording-consent.md) first. All the creation details: [Creating the voice agent](https://supportfast.ai/en/guide/voice-agent/create.md). ## 2. Choose the voice, language and greeting The setup has four steps: “General”, “Prompt & Instructions”, “In-call” and “Post-call”. At the bottom of the page, Next step saves and moves on to the next step. You are in the “General” step. 1. **Check the language** In the “Identity” panel, check the Main Language. If customers who speak other languages call you too, turn on Multilingual conversation: the agent continues in the caller's language. 2. **Choose the voice** Press the Agent Voice row, choose a voice and press Save voice. Choosing the voice is available on the plans that include it (see [Plans, quotas and usage](https://supportfast.ai/en/guide/account/plans-and-usage.md)); on the others, the agent uses Giulia. 3. **Customize the greeting** In the “Initial Greeting Message” panel, adapt the “Default message”, for example: “Good morning, Officina Rossi. I'm the virtual assistant, and this call may be recorded for quality purposes. How can I help you?” Recording, different greetings by time of day, maximum duration and ring time: [General: identity, voice and greeting](https://supportfast.ai/en/guide/voice-agent/general.md) and [General: behavior and advanced](https://supportfast.ai/en/guide/voice-agent/behavior.md). ## 3. Let AI write the instructions The instructions, or **prompt**, tell the agent who it is, what it knows about your business and how to behave on the phone. Guided generation writes them for you from a few answers. 1. **Choose guided generation** In “How do you want to create the prompt”, choose Guided Generation. If you want, paste your website address and press Analyze: the company field fills in by itself. 2. **Describe your company** In Company Name and Description (required), describe who you are, what you offer, your opening hours, your address and the main rules. For example: “Officina Rossi, auto repair shop in Milan at Via Roma 1. Servicing, vehicle inspections, tires. Open Monday to Friday, 8 am to 12 pm and 2 pm to 6 pm.” 3. **Role, tasks and limits** Fill in Agent Role, for example “You are Giulia, the receptionist at Officina Rossi.” In What it must do and What it must not do, write one item per line. 4. **Generate** Press Generate Prompt. When it finishes, “Prompt generated and saved” appears. > **Tip** > > **Write everything it needs to know here.** The voice agent answers with what it finds in the instructions: if a service or a holiday schedule is missing, add it to the description and generate again. How to write a good prompt for voice, with examples: [Prompt & Instructions](https://supportfast.ai/en/guide/voice-agent/prompt.md). ## 4. Call it from your browser 1. **Start the test** In the agent's top bar, press Test Call, choose Web Call and press Start call. Allow microphone access when the browser asks. 2. **Talk like a customer** Ask about opening hours, a service, a special case. Listen to the voice and the pace, and check that the answers are right. Then press End call. 3. **Listen again** Open Voice agent › Calls and filter by the “Voice web chats” channel: it is the channel for calls made with Web Call. There you find the test's recording, transcript and summary. > **Warning** > > **The browser test is a real call.** It uses up your plan's minutes and, while it lasts, takes up one of the account's concurrent calls. It does not, however, count in the agent's Dashboard figures. Some features, such as transfer to a teammate, can only be tested with a real phone call. What to test and how: [Testing the agent](https://supportfast.ai/en/guide/voice-agent/test.md). ## 5. Connect a number For real phone calls the agent needs its own number. There are two ways: a **platform number**, which you buy from the console (in the number list its type is “Purchased”), or a **SIP line** from your PBX. Platform numbers and SIP lines are available on the plans that include them: see [Plans, quotas and usage](https://supportfast.ai/en/guide/account/plans-and-usage.md). If you want customers to keep calling the number they already use, add **call forwarding**: you set it up with your phone carrier, and it sends calls from your number to the agent's number. Call forwarding does not replace the agent's number: you still need a platform number or a SIP line to forward calls to. Which way to choose: [Connecting your phone: the options](https://supportfast.ai/en/guide/telephony/overview.md). Below is the fastest way, the platform number. ### Buy the number and assign it 1. **Buy the number** Go to Account › Telephony, press Add number, choose Buy a number and follow the window. For Italy, “Inbound calls only” requires no documents and is ready right away, if numbers are available. 2. **Assign it to the agent** Go back to the agent and press Assign number in the top bar. “Manage numbers” opens: in “Add inbound number”, choose the number and press Add, then Close. The number appears in the agent's bar. From the same window you can give it more numbers: it answers on all of them. Countries, numbers registered in your name and documents: [Buying a number](https://supportfast.ai/en/guide/telephony/buy-a-number.md). ## 6. Make the first real phone call 1. **Get the number** Press Test Call and choose Phone Call: scan the QR code with your phone, or press Copy number. 2. **Call from your mobile** Call the number from a mobile phone, as a customer would: see [Testing the agent](https://supportfast.ai/en/guide/voice-agent/test.md). 3. **Check the result** Open Voice agent › Calls: the call is there with audio, transcript and outcome. If you talked with the agent, it is a [successful call](https://supportfast.ai/en/guide/voice-agent/calls.md#the-successful-call). ## 7. Transfer calls to a teammate and get the summary Two features almost everyone turns on right away, in the “In-call” and “Post-call” steps of the agent's profile. - **Transfer.** In the “In-call” step, turn on Enable transfer, press Add destination and enter who receives the call, their number and when to pass the line. Then press Save changes. All the details: [In-call actions: transfer](https://supportfast.ai/en/guide/voice-agent/transfer.md). - **The summary email.** In the “Post-call” step, switch on Turn on email notifications, enter the Email Recipients, the subject and the content, then press Save changes. The email is sent only for [successful calls](https://supportfast.ai/en/guide/voice-agent/calls.md#the-successful-call). All the details: [Post-call: data, email, webhook](https://supportfast.ai/en/guide/voice-agent/post-call.md). > **Warning** > > **Don't use the number you forwarded as a transfer destination.** If your number forwards calls to the agent, the transferred call would go back to the agent instead of reaching your teammate. Don't use your agents' numbers either, which the console doesn't accept, or the phone you're calling from for the test, which would be busy. To book appointments during the call on Cal.com, Calendly or Google Calendar: [In-call actions: appointments](https://supportfast.ai/en/guide/voice-agent/appointments.md). > **Result** > > You have a voice agent that answers calls at any hour, with the voice you chose and your information. Every phone call stays in Calls with audio, transcript, outcome and summary. Before you give the number to your customers, run the checks in [Before going live](https://supportfast.ai/en/guide/getting-started/go-live.md). How minutes are counted: [How usage is counted](https://supportfast.ai/en/guide/account/plans-and-usage.md#how-usage-is-counted). ## If something goes wrong Start from the troubleshooting pages [Voice agent and calls](https://supportfast.ai/en/guide/help/voice-agent-issues.md) or [Numbers, forwarding and SIP](https://supportfast.ai/en/guide/help/phone-issues.md). ## Frequently asked questions **What happens if I pause the agent?** Incoming calls are rejected; the browser test still works. See [Active, paused, forced pause](https://supportfast.ai/en/guide/voice-agent/overview.md#active-paused-forced-pause). **A customer doesn't want to be recorded: what can I do?** Turn on Recording with consent in the “General” step. If the customer refuses consent during the call, the call audio is not kept in SupportFast, not even the part recorded before the refusal; the transcript and the summary remain. See [Recording and consent](https://supportfast.ai/en/guide/voice-agent/recording-consent.md). ## See also - [Prompt & Instructions](https://supportfast.ai/en/guide/voice-agent/prompt.md): Guided generation, blank sheet and examples for voice. - [Calls: list and details](https://supportfast.ai/en/guide/voice-agent/calls.md): Recordings, transcripts, outcomes and summaries.