Who This Is For / When to Use
Use this article when creating a new Voice AI Agent or updating an existing agent’s core configuration, availability, or phone settings.
What Is a Voice AI Agent
A Voice AI Agent answers inbound calls automatically, follows defined goals, and can route calls, collect information, or trigger actions based on caller intent.
Agents can operate 24/7 or within defined working hours and can act as a primary call handler or a backup when a user does not answer.
Step 1: Access Voice AI Agents
Open Settings.
Go to AI Agents.
Click + Create Agent.
Step 2: Choose Agent Type
You can either:
Select a pre-built agent from the Marketplace, or
Create a Custom Agent
Select Create Custom Agent to continue.
Step 3: Configure Agent Details
Set the core agent information:
Agent Name: Internal reference name
Business Name: Name announced to callers
Language: Call language
Voice: Spoken voice used by the agent
Timezone: Used for scheduling and availability
Initial Message: Greeting played at call start
Advanced Agent Settings
Optional advanced controls include:
Maximum call duration (up to 15 minutes)
Idle time and reminder behavior
Response temperature and pacing
Voice speed, volume, and background sound
Step 4: Define Agent Goals
Agent Goals control how the agent behaves during calls. You must choose either Basic Mode or Advanced Mode.
Basic Mode
Basic Mode supports simple call handling without complex logic.
Available options include:
Collecting caller details (name, email, issue)
Adding call summaries to the contact
Triggering a workflow after call completion
Sending email notifications
Advanced Mode
Advanced Mode enables custom prompts, logic, and actions.
Important: Once Advanced Mode is enabled, you cannot switch back to Basic Mode.
Assign a Knowledge Base
A Knowledge Base allows the agent to answer business-related questions.
You must:
Select a Knowledge Base
Define when the agent should use it
Configure Prompts
Prompts define how the agent interprets intent and responds.
Use prompts to:
Set tone and role
Control decision-making
Define when actions should trigger
Step 5: Configure Phone & Availability
Assign phone numbers or number pools to the agent.
You can:
Assign a single phone number
Assign a number pool
Enable the agent as a backup if a user does not answer
Working Hours
Choose one option:
Agent active 24/7
Agent active only during defined working hours
Step 6: Test the Agent
Use Test Your Agent to place test calls before going live.
You can:
Select the outbound number
Enter a number to receive the call
Review call history
Review Call Details
After a test call, you can review:
Call duration and status
Transcript
Recording
Summary and feedback
Save and Activate the Agent
Click Save to activate the agent. Once saved, the agent will begin answering calls based on its configuration.
FAQ
Can I change from Advanced Mode back to Basic Mode?
No. Once Advanced Mode is enabled, you must create a new agent to use Basic Mode again.
Can I temporarily disable an agent?
Yes. Remove all assigned phone numbers. The agent remains saved but will not answer calls.