Who This Is For / When to Use
Use this guide if you are:
Creating a new Voice AI Agent
Configuring how your AI communicates with customers
Defining tone, goals, and business context for AI conversations
This setup should be completed before activating the agent for live calls.
Step 1: Create a New Voice AI Agent
Go to AI Agents.
Select Voice AI.
Click Create New Agent.
You will be guided through a three-step setup:
Agent Details
Agent Goals
Phone & Availability
Step 2: Configure Agent Details
In the Agent Details step, define the basic identity and voice of your AI.
Required Fields
Agent Name
The internal name for identifying this agent.Business Name
The name your AI uses when introducing your business.Language
The language the AI will speak during calls.Timezone
Used to correctly interpret availability and time-based responses.
Voice Selection
Choose a voice that matches your brand personality.
Use the Play option to preview available voices.
Call Direction
Inbound Call: The agent answers incoming calls.
Outbound calling is not currently available.
Step 3: Define Agent Goals and Brand Voice Context
The Agent Goals step defines what the AI should collect, explain, and achieve during conversations.
Knowledge Base (Optional)
Attach a knowledge base if the agent needs structured reference material.
Details to Collect From the Contact
Select what information the AI should gather during calls:
Name
Email
Address
Contact’s Issue
This information is saved to the contact record after the call.
Notifications and Automation
Optional settings include:
Adding call summaries as notes
Triggering workflows after calls
Sending email notifications to selected users
Step 4: Define Your Brand Voice and Communication Style
Your brand voice controls how the AI speaks, not just what it says.
Communication Tone (Required)
Choose a tone that reflects your business:
Professional – Formal and business-focused
Friendly – Approachable and service-oriented
Casual – Conversational and relaxed
Expert – Confident and authoritative
The selected tone applies across all AI responses.
Step 5: Define Audience and Customer Context
Target Audience
Describe who the AI will primarily talk to:
Demographics (age, role, location)
Technical comfort level
Communication preferences
Example:
“Small business owners aged 30–55 who prefer simple, direct explanations.”
Customer Pain Points
List common problems the AI should recognize and address:
Repeated support issues
Industry-specific challenges
Frequent objections or questions
This helps the AI prioritize helpful responses.
Step 6: Define Brand Foundation
Brand Promise
Explain the outcome your business delivers.
Template:
“We help [target audience] achieve [result] through [approach].”
Brand Values
List principles the AI should reflect, such as:
Transparency
Reliability
Speed of service
Customer-first support
Step 7: Set Competitive Positioning and Call Goals
Services and Differentiation
Clearly describe:
What your business offers
Who it serves
What makes it different from competitors
Call to Action (CTA)
Define the primary goal of conversations, such as:
Booking a consultation
Requesting a quote
Scheduling a follow-up
A clear CTA prevents conversations from stalling.
Risks of Inaction
Optionally define what happens if customers delay action, such as:
Missed opportunities
Ongoing issues
Increased costs
This allows the AI to create urgency when appropriate.
Step 8: Configure Phone Number and Availability
In Phone & Availability, define when and how the AI answers calls.
Phone Settings
Select a phone number or number pool
Optionally enable the AI as a backup if users do not answer
Working Hours
Enable Set working hours for the agent and select available days and times.
The AI will only answer calls during configured hours.
Best Practices
Do
Be specific and concise in descriptions
Match AI tone to existing brand communication
Define a clear call goal
Test the agent before going live
Don’t
Leave goals undefined
Use vague or generic language
Overload descriptions with jargon
Skip availability configuration
Common Questions
Why is defining a brand voice required?
It ensures the AI communicates consistently, professionally, and in alignment with your business identity.
What information is mandatory?
Agent name, business name, language, timezone, tone, and call direction are required.
What happens if no CTA is set?
The AI may continue conversations without guiding them toward a meaningful outcome.