Having someone answer calls is useful at any scale. The Voice AI Agent lets you free up your team from call handling without losing the benefit of a live responder. Here's how to set it up.
Go to Voice AI Agents in your account settings and click + Create Agent.
Agent Details
Enter your Agent and Business name; these are used when the agent responds 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). Each voice has a label indicating its accent, and you can click the Play button to hear a preview.
Once you've done that, choose the timezone (3) and LLM Model (4) the agent should use.
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 opening message you want the agent to use, then click Next.
Agent Goals
Basic Mode
In Basic Mode, the prompting is handled for you. Start by selecting a Knowledge Base for the bot to pull information from.
To customise the information collected, tick the box next to the details you want.
If you have a follow-up process set up, tick the Trigger box, then select your Workflow from the drop-down menu. You can add as many Workflows as you need.
To notify users after the call, toggle the "Receive Email notification" switch. Select users or additional email addresses by clicking the circle next to them and choosing from the drop-down menu if needed.
Advanced Mode
If you're comfortable 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.
As with Basic Mode, start by selecting a Knowledge Base.
Next, enter the prompt, including custom values as needed.
Once you've written your prompt, you can set up actions to occur during or after the call, such as triggering a workflow, sending an SMS, and booking an appointment.
If you're using a Model Context Protocol, you can add the MCP server to your workspace by pasting the configuration details into the pop-up opened by this section.
You can also Trigger Workflows and notify additional users.
Phone & Availability
Once you're happy, click next to set the Phone Number or number pool the agent will answer calls for. Use the drop-down menu to select from the phone numbers already added to your account.
If you don't have one, or want a dedicated line for the AI, click Buy New Number. This will take you to the Phone Numbers section to complete the purchase, and your progress on the AI Agent will be saved automatically.
To enable the agent to answer incoming calls when the user or call forwarding number doesn't respond, toggle the "Enable AI Agent" switch.
By default, the agent answers calls 24/7. If you want to restrict this, toggle "Set working hours" to choose the days and times it will be available.
Setting the schedule works the same way as creating a calendar. Tick the days, then set the start and end times. If a day has gaps, click the + icon (1) to add multiple time blocks, or click the paper icon (2) to copy a schedule across multiple days.
Once you're happy, 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 frees up you and your team to focus on higher-value work, like following up with warm leads and closing deals, while keeping a personal feel to every call.