VoiceAI

With VoiceAI, you can create a powerful, fully customizable AI agent to handle phone calls and capture more opportunities without adding staff. VoiceAI answers calls when your team can’t, providing reliable coverage after hours, during busy periods, and more.

Use VoiceAI to:

• Provide 24/7 call coverage
• Answer questions, collect information, and route callers
• Route high-value opportunities to the right team

VoiceAI is available on Sales Engage, Enterprise, Connect, Growth, and Advanced plans.

1. To get started, navigate to AI Tools > VoiceAI, then click the New VoiceAI button in the top right corner.
2. Next, add a name, description, welcome message, and instructions. 

Tip: To help you get started faster, choose one of our ready-to-use VoiceAI templates and tailor it to your business. Each template includes a suggested welcome message, agent instructions, and guardrails.

• All-Purpose VoiceAI Template
• VoiceAI Template for Law Firms
• VoiceAI Template for Marketing Agencies
• VoiceAI Template for Home Services
• VoiceAI Template for Behavioral Health

3. Select a Voice Style from more than 50 voices in various categories.

• You can select an Emotion-Aware voice that uses a curated set of voices optimized for real-time emotion detection, or turn that off to select from one of our other voices.  
• You can also scroll to the bottom of voice options to record and add your own custom voice.

• Fine tune your agent's personality with Response Quality and Response Timing. Select from Natural (more expressive) mode, or Adjustable, for even more control.

  

• Want to add ambiance? Choose a background audio effect like typing, office sounds and more to play throughout the call.

4. Next, select any Tools you would like to use. This is where you would add a Knowledge Bank to help guide your Voice Agent's answers. 

• Choose Search Documents
• Click on the Choose Knowledge Bank drop-down to select a Knowledge Bank you've created
• Click Save ChangeTools allow your AI Assistant to modify the activity record state, pull in additional insight, transfer the call to a live agent, or perform other actions.
• You can also capture data from the conversation

5. You can also add more actions like scheduling, routing and more.

Note: the send email action sends an email to the contact's email address on file, regardless of the instructions given to the AI. If no contact is listed, no email will be sent. If you want an email sent to the agent, use notifications instead. 

1. Guardrails. This setting acts as a real-time supervisor for your Voice AI agent. It utilizes a secondary AI process to monitor the active conversation and ensure the agent adheres to its primary goal.
   • How it Works: The Guard Rail "listens" to the conversation alongside the main agent. If the conversation drifts off-topic, the Guard Rail injects corrective instructions (whispers) to the main agent, steering it back to the correct path without the caller knowing.
   • Key Functionality:
     1. Active Monitoring: constantly evaluates if the agent is staying on track.
     2. Course Correction: provides real-time guidance to the agent if the conversation deviates.
   • Best Use Case: An extra layer of safeguard to ensure agents do not hallucinate or get distracted by off-topic questions (e.g., questions about the weather) when they should be focused on booking appointments or service delivery.
   • Best Practices for Setup:
     1. Focus on "Negative Constraints": Do not simply copy-paste your Main Agent's persona into the Guard Rail. Instead, tell the Guard Rail what the agent should avoid.
        1. Bad Setup: "You are a helpful sales agent." (Redundant)
        2. Good Setup: "Ensure the agent does not discuss politics or weather. If the agent agrees to a discount higher than 10%, intervene immediately and remind them of the policy.

   • "Keep it Lightweight": The Guard Rail monitors the conversation in real-time. Keep instructions concise to ensure the correction happens instantly before the main agent makes a mistake. 

     

     Note: enabling Guardrails invokes additional Large Language Model (LLM) processing. As these run additional concurrent processes during the call, they may incur incremental costs.

2. Call Classification - This is a background process designed to categorize caller intent and capture data without slowing down the conversation. It runs independently of the main agent to ensure the primary prompt stays brief, and responsiveness remains high.
   • How it Works: This additional AI process analyzes chunks of the conversation at 30-second intervals and immediately before a call transfer or completion. It evaluates the dialogue against specific criteria to apply tags or extract information.
   • Key Functionality:
     1. Intent Tagging: Automatically labels calls (e.g., "Sales," "Support," "Lead") based on context.
     2. Data Capture: Extracts specific information into custom fields.
     3. Transfer Logic: Ensures data is tagged and captured before the call is transferred to a human agent or queue.
   • Best Use Case: Qualifying leads automatically (e.g., tagging a caller as "Sales Ready") or updating CRM fields based on the caller's spoken answers.
   • Best Practices for Setup:
     1. Strategic Interval Timing: The classifier can run at set intervals (e.g., every 30 seconds).

     2. Recommendation: Use the post-call AskAI triggers for the most accurate classification data. Only use live classifier if you need to access the data in near real time, for example, to change the call's transfer destination dynamically in the middle of a conversation. 

Note: enabling Call Classification invokes additional Large Language Model (LLM) processing. As these run additional concurrent processes during the call, they may incur incremental costs.

1. Select from Advanced options to customize some of the advanced behavior of your AI agent like Call Context, Agent Updates, and Timing and Recording. then click the Save Changes button. 

 

1. In the Analysis section, you can review session playback, what the AI heard, and tool call details.

1. Click on Test Agent to meet and test your VoiceAI agent. Test calls operate and are billed like any other call after the included minutes are used. The necessary processing speeds will prevent this number from updating immediately. 

1. Once your VoiceAI agent has been created, you will be able to view metrics or edit the agent from the main VoiceAI page.