Voice

Voice lets you connect your AI to a phone number so customers can have conversations with your AI over a phone call.

A Voice connection is linked to a Workflow, which determines how the AI handles the conversation. Voice also supports Draft and Deployed versions, so you can configure and test your voice agent before making it available for live calls.

Voice requires a Workflow and a supported phone provider. The current Voice setup uses Twilio as the phone provider.

Before you begin

Before creating a Voice connection, make sure you have:

• A Workflow ready to handle voice conversations.
• A Twilio account and the required Twilio details.
• A phone number that can be used for the voice connection.

Create a Voice Agent

To create a Voice agent:

1. Open Channels.
2. Select Voice.
3. Click Create Voice Agent.
4. Configure the Voice agent.
5. Test the agent.
6. Configure the phone provider.
7. Complete the setup.

Configure Your Voice Agent

The Voice setup guides you through the main configuration steps required to create your voice agent.

Select a Workflow

Select the Workflow that should handle the phone conversation.

Enter a name for your Voice agent so you can identify it in the Voice channel.

Configure the Voice

Configure how your AI should interact with callers.

You can configure:

• Greeting — the message the AI uses when the call begins.
• Voice — the voice used by the AI during the conversation.
• Instructions — instructions that define how the AI should handle the conversation.

Test Your Voice Agent

Use the testing step to try the Voice agent before connecting it to a phone number.

Testing allows you to verify how the AI responds to a conversation and review the available conversation history, transcript, and audio.

Select a Phone Provider

Select the provider that will connect your Voice agent to a phone number.

The current setup supports Twilio.

Configure Twilio

Follow the setup instructions provided in the Voice configuration flow to prepare your Twilio connection.

You will need to provide the required Twilio information to connect the Voice agent to your phone number.

Enter Twilio Details

Enter the required Twilio details:

• Account SID
• Auth Token
• Phone Number

Complete the setup to create the Voice agent.

Manage Voice Agents

After creating a Voice agent, it appears in the Voice channel.

Voice agents can have two states:

• Draft — the Voice agent is being configured and is not the live version.
• Deployed — the Voice agent is available for live phone conversations.

Test a Deployed Voice Agent

You can test a deployed Voice agent directly from the Deployed view.

To test a Voice agent:

1. Open Channels → Voice.
2. Select Deployed.
3. Click Test or open the Voice agent.
4. Start the voice test.

This lets you verify the deployed configuration before using it for live conversations.

Edit a Voice Agent

Draft Voice agents can be edited from their settings.

To edit a Voice agent:

1. Open Channels → Voice.
2. Select the Draft view.
3. Open the Voice agent’s Settings.
4. Select Edit.
5. Update the required configuration.
6. Save your changes.

You can update settings such as the Workflow, voice configuration, instructions, and Twilio details.

Deploy a Voice Agent

Deploy a Voice agent when its configuration is ready for live use.

A deployed Voice agent represents the version that is available for live phone conversations.

Before deploying, use the testing step to verify the agent’s behavior and configuration.

Add Multiple Voice Agents

Voice supports multiple connections, allowing you to create more than one Voice agent within your organization, subject to your plan and configuration.

Each Voice agent can have its own configuration and Workflow.

To create another Voice agent:

1. Open Channels → Voice.
2. Click Create Voice Agent.
3. Configure the new Voice agent.
4. Complete the setup.

Delete a Voice Agent

To remove a Voice agent:

1. Open Channels → Voice.
2. Open the Voice agent’s Settings.
3. Select Delete.
4. Confirm the deletion.

The Voice agent is removed from your Voice channel configuration.

How Voice Works with a Workflow

When a customer calls the phone number connected to your Voice agent, the conversation is handled by the Workflow associated with that Voice agent.

The basic flow is:

Customer → Phone Call → Voice Agent → Workflow → AI Response

The Workflow controls how the AI handles the conversation, while the Voice configuration controls the voice experience and phone connection.

Voice Setup at a Glance

Voice supports Draft and Deployed states. Draft configurations can be edited, while the deployed version is used for live phone conversations.