Voice Agents

Voice Agents let your business answer and place customer calls at scale. They can handle routine questions, qualify leads, book appointments, collect order details, arrange delivery, and bring a person into the call when needed—using only the instructions, knowledge, and actions you approve.

Navigation: Open Phone in the left sidebar, then select Voice Agents.

Create a Voice Agent

Create a separate agent when you need a distinct phone experience, such as a sales receptionist, appointment-booking line, order desk, or after-hours support line.

Select Create Voice Agent or the add action.
Enter an Agent Name that teammates will recognize.
Choose the customer language and voice options shown on the form.
Write the System Prompt: the agent’s responsibilities, tone, boundaries, and escalation rules.
Enter the First Message customers hear when a call begins. If Announce AI assistance is on for your organization, clearly say in this message that customers are speaking with AI; the form will reject a greeting that does not make this clear.
Save the agent.

The agent editor enables additional tabs after the first save.

Try Voice Agents with a voice trial

A voice trial lets you test a real phone agent before you choose a plan that includes voice. When your plan offers a trial, creating your first voice agent starts it; General → Billing shows how much of the trial is left and when it ends.

Each workspace gets one voice trial. When its time or budget runs out, the agent is switched off, and a new agent does not start another trial.
Once your trial has handled calls, deleting the agent that runs it also ends the trial. Its Danger tab tells you before you confirm; deleting any other agent leaves the trial running.
When your plan does not include voice and your trial has ended or your plan offers none, Create Agent is unavailable and the page says why; agents you already have stay listed so you can review or delete them. With no voice agents at all, Voice Agents is locked in the sidebar. Select it to see why, and choose a plan that includes voice to unlock it.

Use the Voice Agents list

The list is your control center for seeing which phone experiences are ready, testing changes, and opening the activity needed to improve them.

Search by agent name, language, or phone number. Each card shows the agent’s language, status, selected role, connected CRM or delivery indicators, and a preview of the first message. A Meta Ads badge means this is the callback agent selected for the connected Meta Ads integration.

If a disabled Voice Agent is unavailable on your Free plan, its card and settings page explain that an upgrade is needed. A billing admin can use Upgrade plan there; otherwise, ask your billing admin to change the plan. Once your plan includes voice and has an available Voice Agent slot, open the agent and set Status to Active in General → Agent Details. Set it to Disabled when the agent should stop handling calls.

Use Settings to edit, Test for a preview call, Make a call for an outbound call, Call logs for filtered history, and Feedback for recent-call review. A flow badge indicates that inbound call flows use the agent; review those flows before deleting it.

In an existing agent’s General tab, Test and Make a call are also available beside the save actions at the bottom of the page.

Write useful call instructions

Call instructions turn your real service process into consistent spoken behavior. Use direct, customer-focused guidance. Include:

who the agent represents and what it can help with;
questions it should ask before taking an action;
facts it must confirm rather than assume;
topics it must hand over to a person;
how it should close a call;
pronunciation guidance for important names when needed.

Keep volatile facts such as policies and product details in the Knowledge Base instead of duplicating them throughout the prompt.

See Agent roles and instructions before applying or resetting a role preset.

Configure the agent tabs

General

Use General to shape the caller’s first impression and define what the agent is responsible for. Update the name, language, voice, first message, and core instructions. Test again whenever you change the greeting or responsibilities.

The Customer AI disclosure section lets you announce that callers are speaking with an AI assistant. This is an organization-wide setting: changing it here also changes it for every other agent. Choose the wording in this voice agent’s First Message; when announcements are on, the message must clearly identify the speaker as AI. Calls are always recorded, so a recording notice is added to voice openings even when AI announcements are off.

Integrations

The Integrations tab keeps the services this Voice Agent uses in one place: CRM first, Delivery second, then Ads Platforms. This helps you set up the agent in the same order that its customer follow-up work happens.

Enable CRM when you want useful call results to reach the team that follows up—for example, creating a sales opportunity with the caller’s contact details and request instead of leaving that information only in a transcript. Choose a connected CRM account and, when offered, the pipeline and stage used for customer records. Review field and action settings before enabling CRM tools. See CRM integrations.

After a completed call, clear customer refusals can be moved automatically to the most suitable existing refusal stage in that CRM. The system uses the call context and available stages; you do not need to configure a separate refusal mapping. Calls that need a callback, have an unclear result, include delivery activity, or were already moved to another stage keep their existing status.

Delivery

Enable Delivery when you want the agent to act as an order-booking and shipping assistant, even if you do not use Shopify. For example, it can collect the products and quantities a caller wants, confirm recipient and payment details, find a Nova Post location, quote delivery, create a waybill after the customer confirms, and make the fulfillment request visible to your team through CRM.

Delivery settings appear only after the required CRM and delivery connections are active. Enable delivery for this agent, choose whether to use workspace defaults or an agent-specific route, and review which delivery actions are allowed. See Delivery integrations.

Ads Platforms

Connect Meta Ads when Instant Form submissions should create a follow-up task for this agent. If Meta Ads has not been connected for the workspace, choose Connect Meta Ads from this agent’s Integrations tab; the callback agent is already selected for you. If Meta Ads is already connected, the tab tells you whether this agent receives its leads and opens Integrations → Ads Platforms to change its settings.

Knowledge Base

Assign Knowledge Base content so callers receive answers based on your approved policies, services, and product information rather than relying on a long script. Choose the folders and documents this agent should use. Limit the selection to the agent’s role and region. Advanced search settings should be changed only after testing shows a consistent retrieval problem.

AI Tools

Tools turn the agent from an information line into a service that can complete useful work during a call. For example, a receptionist can check availability and book a meeting, a sales agent can look up connected-store products, and an order agent can capture the details your team needs for follow-up.

Expand each tool card, review prerequisites, and enable only what the agent needs.

Enable Schedule Call under Sending Tools when you want callers to arrange a future callback in their own words. The agent can accept a clear time such as “in an hour” or “Friday at 3 PM,” schedule one callback using the current call details, and confirm the effective time. Your team can review, change, or cancel it under General → Agent Tasks. See Agent Tasks.

For Send Email, select an Email Agent and sending mailbox and save those settings before turning on the tool. For Send WhatsApp, select a Messaging Agent, connected WhatsApp channel, and approved template, then save. The switches become available after the required settings are saved. The agent dropdowns also show unavailable agents as disabled choices, with instructions beneath each name explaining how to activate the agent, connect its mailbox or WhatsApp channel, or change its email reply modes.

Calendar booking requires a connected account, working hours, timezone, and meeting defaults. Commerce features require an eligible connected store. Tool availability can also depend on the agent’s CRM and delivery settings.

Danger

Use destructive actions only when you are sure the agent is no longer needed. Review call flows, campaigns, and phone-number assignments before deleting an agent. Reassign or cancel its active Agent Tasks before deleting it. Active tasks do not prevent you from editing the agent’s settings.

Test a Voice Agent

Testing lets you hear the caller experience and catch wording, knowledge, or action problems before attaching the agent to a live number. Use Test or Preview from the agent card or editor.

Try both an unclear answer and an explicit request to wait. After unclear speech, the agent should briefly clarify its pending question without restarting the conversation. After “please wait while I find the number,” it should let you look without repeatedly asking whether you are ready. Silence never counts as consent.

When a caller clearly says goodbye or asks to end the call, the agent should give a brief farewell and hang up without asking more questions. Asking it to wait, thanking it, or declining an offer alone should not end the call.

A test call is not a sandbox. It runs against the same connected integrations as a real call. If the agent has Delivery enabled and the conversation reaches a confirmed shipment, the carrier creates a real waybill and the lead is written to your CRM — the same as if a customer had called. Test delivery flows with data you are willing to see in your carrier account, or switch Delivery off on the agent while you test the rest.

To test a specific customer scenario, fill in Custom instructions (optional) before choosing Start Call. For example, enter the recipient’s name, known delivery address, and the purpose of the call together as plain text; no JSON is needed. These instructions apply only to that test call and do not change the agent’s saved prompt or opening message. The field accepts up to 2,000 characters and is not shown during onboarding tests.

Use Emulate caller number (optional) separately to provide the caller’s phone number, or leave it empty to test an unknown caller. You cannot edit either field while a call is connecting or active.

When you choose Start Call, this browser remembers the phone number and custom instructions for that agent, workspace, and signed-in user. They return when you reopen the test dialog or refresh the page. To replace them, edit or clear the fields before starting another test. These values are stored on this device, so use test data on shared computers. Onboarding tests are unchanged.

Test:

the opening message;
normal questions and interruptions;
names, dates, addresses, and confirmation steps;
knowledge questions;
requests that use enabled tools;
requests for a human;
an unsupported or sensitive request.

Do not rely on one successful call. Test several natural phrasings and both quiet and noisy conditions before using the agent with customers.

Make an outgoing call

An outgoing call lets an agent handle an individual approved task such as a customer follow-up, appointment confirmation, or lead qualification. From an eligible active agent, choose the outgoing-call action, select an available caller number, enter the destination, and confirm. Check Call Logs & Recordings before trying again if the outcome is unclear.

In Make a call, use Custom instructions to supply context such as the customer’s name, delivery address, or reason for calling. Personalize opening message is checked by default and uses those instructions to tailor the greeting for this call. Uncheck it to keep the agent’s configured opening message unchanged and pass the instructions as context only, just like Test. Neither option changes the agent’s saved prompt or greeting. This choice resets when you close the dialog.

Connect an agent to inbound calls

Connecting an agent to an inbound flow makes it available to real callers at the right point in their journey, with operator and voicemail paths available around it. Create or edit a flow under Phone → Phone Numbers → Inbound Call Flows, add an AI Agent step, and select the Voice Agent. Validate, save, activate, and assign the flow to an eligible number. See Inbound Call Flows.

If you still need a phone number, connect a Twilio account and number for complete inbound routing, or use an External SIP provider when you need to keep provider-managed SIP routing.

Review activity and feedback

Activity and feedback show whether calls achieved their purpose and give your team concrete examples for improving behavior. Agent cards provide shortcuts to call logs, recent calls, and quality feedback when available. Use recordings and transcripts responsibly and follow your organization’s notice and retention requirements.

Troubleshoot a Voice Agent

The agent cannot receive calls

Confirm that the agent is active, the inbound flow is active and valid, and the correct number is assigned to that flow.

An outgoing call cannot start

Confirm the destination format, agent status, available caller number, plan access, and phone connection. Look for an existing attempt in Call Logs before retrying.

Knowledge or tools do not work

Check the relevant tab for assignments and prerequisites. Test Knowledge Base search separately, then start a new agent test after changes.

Escalation does not reach anyone

Confirm that the inbound flow has a connected operator path or operator group, and that the agent’s Escalate to Human feature is enabled. Test during and outside business hours.

Clear or enable scheduling tools

Unavailable destination agents include a Go to agent link after their setup instructions, opening that agent’s editor.

Scheduling tools clear their destination settings when disabled. Saving a complete configuration enables the tool automatically. Use Clear settings to remove the selections; for Send Email and Send WhatsApp, save afterward to apply the cleared configuration. Schedule Call changes are saved immediately.