Your first voice agent

This page follows the most common path: an inbound agent that answers your number. For an agent that calls your customers, see Outbound calls.

#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.

All the creation details: Creating the voice agent.

#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); 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 and General: behavior and advanced.

#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.

How to write a good prompt for voice, with examples: Prompt & Instructions.

#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 agentCalls 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.

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.

#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.

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. Below is the fastest way, the platform number.

#Buy the number and assign it

1. Buy the number

   Go to AccountTelephony, 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.

#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.

3. Check the result

   Open Voice agentCalls: the call is there with audio, transcript and outcome. If you talked with the agent, it is a 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.
• 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. All the details: Post-call: data, email, webhook.

To book appointments during the call on Cal.com, Calendly or Google Calendar: In-call actions: appointments.

Before you give the number to your customers, run the checks in Before going live. How minutes are counted: How usage is counted.

#If something goes wrong

Start from the troubleshooting pages Voice agent and calls or Numbers, forwarding and SIP.

#Frequently asked questions

#See also