Voice AI Agents

Step 1: Build and Test Your Call Flow

Every voice AI agent starts with a Call Flow. This defines the conversation logic — what the AI says, what it listens for, and how it routes the call. You must build and deploy a Call Flow before your agent can handle calls.

1. Navigate to Call Flows

   Click Call Flows in the sidebar. You'll see a list of any existing flows and buttons to create new ones.

2. Create a new Call Flow

   Click 'New Call Flow' (or 'Create with AI' to auto-generate one). Enter a name, description, and agree to the TCPA compliance checkbox.

3. Build your flow in the editor

   Use the visual builder to add nodes: Start → Say (AI speaks) → IVR Menu (phone keypad menu) → Collect (listen for input) → Branch (route based on response) → End. Connect nodes to create conversation paths.

4. Test in the simulator

   Use the built-in simulator to walk through every path. Test what happens when callers give expected answers, unexpected answers, or don't respond at all.

5. Deploy to Production

   Once your flow works correctly, deploy it to Production. Only Production flows can be assigned to phone numbers. You'll see a green 'Production' badge on deployed flows.

Tips

• Use 'Create with AI' to quickly generate a starting flow, then customize it in the editor
• Test every branch — if a caller says something unexpected, your flow should handle it gracefully
• Keep flows simple at first. You can always add more branches later
• You can duplicate an existing flow to use as a starting template

Important notes

• You must agree to TCPA compliance terms before creating call flows
• Changing a Production call flow takes effect immediately on all calls — test changes in Staging first

Step 2: Preview and Choose Your Voice

The Voices page lets you preview all available voices before assigning one to your phone number. There are three categories: Default (free, included with all plans), Premium (ElevenLabs, more natural-sounding), and Custom (clone your own voice).

1. Navigate to Voices

   Click Voices under the Phone section in the sidebar. You'll see three tabs: Default Voices, Premium Voices, and Custom Voices.

2. Preview Default Voices

   Click the Default Voices tab. These are built-in AI voices included with all plans (alloy, echo, fable, onyx, nova, shimmer, ash, ballad, coral, sage, verse). Click the play button on any voice card to hear a preview.

3. Preview Premium Voices

   Click the Premium Voices tab (available on Business/Enterprise plans). Browse or search the ElevenLabs voice library. Click play to preview any voice. These sound more natural and are ideal for high-end businesses.

4. Browse Custom Voices

   Click the Custom Voices tab to see any voices you've cloned (or create new ones — see next section).

Tips

• Default voices use standard voice rates. Premium and Custom voices use your plan's premium voice rate.
• Listen to several voices before deciding — the voice represents your business on every call
• Nova and Shimmer are popular choices for friendly, approachable businesses

Step 3: Create a Custom Voice (Optional)

Custom voices let you clone a real voice so your AI agent sounds like you or a team member. This is optional — you can use Default or Premium voices instead.

1. Go to the Custom Voices tab

   Click Voices under the Phone section in the sidebar, then open the Custom Voices tab.

2. Click 'Create Voice'

   Click the 'Create Voice' button in the top right. This opens the voice cloning wizard.

3. Upload a voice sample

   Record or upload an audio sample of the voice you want to clone. Requirements: max 30 seconds, supported formats are MP3, WAV, OGG, AAC, FLAC, WebM, or MP4. The clearer and more natural the sample, the better the clone.

4. Name your voice and submit

   Give your custom voice a name (e.g., 'Sarah - Owner Voice') and submit. The AI will process and create your cloned voice.

5. Preview your cloned voice

   Once created, click the play button next to your voice in the Custom Voices list to hear how it sounds. If it doesn't sound right, delete it and try again with a better sample.

Tips

• Record in a quiet room with no background noise for the best clone quality
• Speak naturally — don't read robotically. The AI captures your tone and inflection
• Free/Flex plans get 1 sandbox voice (preview only). Pro gets 1 production voice. Business gets 5. Enterprise is unlimited
• Custom voices use premium voice rates when assigned to a phone number

Important notes

• Only clone voices you have permission to use. Using someone's voice without consent may violate laws
• Free-tier custom voices are preview-only and cannot be used on live calls — upgrade to Pro or higher for production use

Step 4: Set Up Your Knowledge Base

The Knowledge Base gives your AI agent reviewed information for accurate answers, including business hours, services, pricing, FAQs, and policies.

1. Navigate to Knowledge Base

   Click Knowledge Base in the sidebar.

2. Add your business information

   Upload or enter your FAQs, business hours, services, pricing information, and other details callers commonly ask about.

3. Organize by topic

   Group related information together so the AI can find and reference it quickly during calls.

4. Review and approve

   Wait for documents to finish processing, review each source, then approve it. New or edited sources stay out of AI answers until approval.

Tips

• Start with the most common questions your business receives — these are the ones the AI will need most
• Be specific: instead of 'We offer photography services', say 'We offer wedding photography ($3,000-$8,000), portrait sessions ($250-$500), and commercial shoots ($1,500+)'
• Include your booking process, cancellation policy, and any frequently misunderstood details

Step 5: Manage Billing & Credits

Voice calls cost credits per minute. Make sure you have credits loaded before your agent goes live.

1. Navigate to Billing & Credits

   Click Billing & Credits in the sidebar.

2. Check your balance

   The Plan & Limits tab shows your current credit balance in dollars and minutes remaining.

3. Purchase credits

   Click the Purchase Credits tab to buy additional voice credits via Stripe.

4. Set up auto-recharge (recommended)

   Click the Billing Settings tab and enable auto-recharge. Set a threshold (e.g., when balance drops below $5) and a recharge amount (e.g., add $25). This prevents your agent from running out of credits mid-call.

Tips

• Standard voice starts at $0.15/min on Flex and Pro, $0.13/min on Business, and $0.10/min on Enterprise. Premium voice starts at $0.35/min on Flex and Pro, $0.33/min on Business, and $0.30/min on Enterprise.
• Enable auto-recharge so your agent never goes offline due to empty credits
• Check the SMS Credits tab if you also use text messaging — SMS credits are separate

Step 6: Configure Your Phone Number

This is where everything comes together. After building your Call Flow, choosing a voice, setting up your Knowledge Base, and loading credits, you assign everything to your phone number.

1. Navigate to Phone Numbers

   Click Phone Numbers in the sidebar. You'll see your purchased phone numbers listed.

2. Click on your phone number

   Click on the number you want to configure. This opens the Phone Number Settings dialog.

3. Set your Production Call Flow

   In the Settings tab, find the Call Flow card. Use the 'Production Call Flow' dropdown to select the call flow you built and deployed in Step 1. Only flows with a Production deployment will appear here.

4. Choose your AI Engine

   In the AI Engine card, choose between Standard AI for straightforward calls or Advanced AI for complex conversations. Standard and premium usage are billed at your voice plan's rates.

5. Select your voice

   In the Voice card, pick the voice your AI agent will use. If you chose Standard AI, you'll see the default voices (alloy, echo, nova, shimmer, etc.). If you chose Advanced AI, you'll also see Premium ElevenLabs voices and any Custom cloned voices you created.

6. Configure greeting behavior

   Set whether the agent speaks first, whether to block interruptions during the greeting, and adjust the greeting playback and interruption thresholds.

7. Enable call recording (optional)

   Toggle call recording on if you want to review calls later. Recordings appear in Call History and are billed at $0.02 per recorded minute. Storage is included during retention and media is auto-deleted after expiry.

8. Save changes

   Click 'Save Changes' to apply your configuration. Your phone number is now live with your AI agent.

9. Test your number

   Use the 'Test This Number' card in the settings to send a test call, or call your number from your personal phone. Walk through the entire conversation to verify everything works.

Tips

• Standard AI + Default Voice is the most cost-effective setup ($0.15/min)
• Advanced AI + Premium/Custom Voice sounds more natural and uses your plan's premium voice rate
• Use the built-in 'Test This Number' feature before going live with real customers
• You can label your phone number (e.g., 'Main Sales Line', 'After Hours Support') for easy identification
• Enable Memory to let the AI remember previous conversations with repeat callers

Important notes

• Your phone number won't answer calls until you assign a Production Call Flow and save
• Switching from Standard AI to Advanced AI changes your available voice options — make sure to re-select a voice after switching
• TCPA Compliance: Ensure you have consent before AI-answering calls. Violations can result in fines

Step 7: Monitor and Improve

Once your agent is live, review calls regularly to identify issues and improve performance.

1. Review call logs

   Click Call History in the sidebar. Click individual calls to see transcripts and playback recordings.

2. Look for drop-off points

   Do callers hang up after the greeting? Mid-flow? After transfer? This shows where your flow needs improvement.

3. Check transcripts for misunderstandings

   Did the AI misinterpret input? Did it give a wrong answer from the Knowledge Base? Update the Knowledge Base or Call Flow accordingly.

4. Identify common questions

   If many callers ask the same thing, add it to your Knowledge Base. If they need a human, update your Call Flow to handle transfers faster.

5. Iterate on your Call Flow

   Make small changes (different greeting, new branch, updated prompt). Test in Staging first, then deploy to Production. Compare call metrics before and after.

Tips

• Review calls weekly for the first month, then monthly once your flow is stable
• Track completion rate (calls that finish the flow vs. hang-ups) as your primary metric
• Ask real customers for feedback on the AI experience