Voice AI agents

Voice AI agents answer business calls, respond to common questions, collect caller details and take actions such as booking appointments or transferring calls. For a plumber or dental office, calls still get handled when the front desk is busy.

Create an agent under AI Agents > Voice AI > Agent List > Create Agent. You can install a prebuilt agent from the marketplace, build a custom agent or use the visual flow builder for structured, multi-step calls. Setup typically includes:

• A name, voice, model and language, plus welcome messages for inbound and outbound calls. Outbound AI calling requires approval and compliance setup before use.
• A prompt describing the agent's role, what to collect, what to avoid and when to transfer.
• A knowledge base with approved information such as hours, services, pricing and FAQs.
• Actions such as booking appointments, sending messages, updating contacts or triggering workflows.

The GPT Live 1 model can listen while it speaks, so callers can interrupt naturally. It uses separate instructions for the speech model (persona and tone) and the reasoning model (business logic, tools and multi-step tasks).

You can choose from 340+ voices in 54+ languages and import or clone custom voices from ElevenLabs. Once enabled in Labs, advanced settings include noise cancellation and backchanneling (short listening cues such as okay). You can also view and edit the agent's system prompts and reset them to default.

Before going live, test with a browser web call or a phone call. Call transfer only works in phone call tests. Test calls appear in logs but not dashboard analytics.

Admins can set one permission for viewing and managing agents, and separate read-only access to agent goals. You can also connect external tools through MCP servers, a Labs feature.